Cannot redeem EA cash card

[Lo5tar]

I have been getting this error every time I try and redeem my EA Cash Card: "Unable to process your request." It has been happening all day. I have contacted support chat twice. No one ever called me as promised. Now I am taking this matter into a more public light. I am very annoyed I am going through all of this trouble over $20 and what should have been a simple and convenient process. I bought this card in the US and am redeeming it in the US. I have the receipt. The store I bought it from will not replace it since I scratched off the coating that hid the code. I'm at my wits end here and am very upset about EA's lack of real support in this matter.

http://i11.photobucket.com/albums/a164/rf1981/EAsupport%202_zps3bk3l7iv.png

[EA_Nils · Accepted solution]

I checked and can see that the case is still open and being worked on. Please give it some more time.

Thank you.

[Lo5tar]

Chat transcripts:

First Try: 

Spoiler

You are now ready to chat with Ankush .
Ankush
Thanks for contacting EA Customer Experience, my name is Ankush. How may I assist you today?
Ankush
Hello, how are you?
you
Hello. I just purchased an EA cash card and when I go to redeem it for my account I am getting an invalid number error even though it is correct.
you
I'm good. And yourself?
Ankush
Okay< i understand that you're getting error when you're trying to redeem it.
you
Yes.
Ankush
I'm great, thank you.
Ankush
I apologize for the technical difficulties that you've been facing with the game Cash Card.
Well, thanks a lot for the above information.
you
It's a $20 cash card I purchased at xxxxxx just about an hour ago.
you
I have a receipt for it.
you
The receipt even has a Card # on the top which is seperate from the other items I bought. Would that number help?
Ankush
Okay, thanks for sharing this.
Ankush
Could you let me know the code.
you
The numbe ron the receipt or the number on the card?>
you
xxxxxxxxx is on the card.
you
on the receipt: EA Universal $20.00 Card # xxxxxxxxxxxxx
Ankush
Thanks for the above card details.
Ankush
Let me check the issues.
Ankush
Before that may I know your name please?
you
Stephanie (though the Orgin account name reads Stephan).
Ankush
Thanks for the name Stephan, pleasure meeting you.  
Ankush
Would you please be on hold for couple of minutes, while I'm working on your issue?
you
Ok
Ankush
It will take more time, please allow me couple of minutes.
you
Ok
Ankush
Thanks a lot for being on hold and thanks for your co-operation.
you
Of course.
Ankush
I've just discussed your case with my Senior.
Ankush
I'd like to tell you that there's nothing to do with the Cash Card.
Ankush
There's issue on your retailer'
Ankush
*There's issue on your retailer's end.
Ankush
So I request you to kindly contact xxxxxxxxx for this.
you
Oh? Can somone call me? I tried getting this service to call me several times and the first time it was half a ring and hung up. Wouldn't allow me to use the call service again.
Ankush
They'll be able to replace your code with new.
you
They won't take it back since I rubbed off the code that covered it./ They told me to call EA.
you
I rubbed off the silver that covered the code I mean.
Ankush
No issues with that.
you
Can I get a service rep to call me? xxxxxxxxxxxxx...I really don't want to draw this put over $20 even though that $20 is rightfully mine.
Ankush
They'll replace the code when they know the code is invalid.
you
They said they could not/would not replace it.
you
And advised me to contact EA.
Ankush
Yes you're right, I know how annoying is this.
Ankush
I'll make a Call back request on your above number.
you
Thank you.
Ankush
Please allow me to set-up a Call back request.
you
ok
Ankush
Thanks for waiting.
you
Sure thing
Ankush
I've successfully set- up call back request on your number - xxxxxxxxxxxxxx.
Ankush
You'll get a call back within 15-20 minutes.
you
Thanks!
Ankush
Is there anything else, I can assist you with today?
Ankush
Anytime.
Ankush
You're always welcome here.

Thank you for contacting Electronic Arts and chatting with me. I appreciate your time. Have a nice Time.
you
You too.

Second Try:

Spoiler

Sandeep: Thanks for contacting EA Customer Experience, my name is Sandeep. How may I assist you today?
you: Hello. I am trying to get myu issue resolved (ACTUALLY resolved) in a timely manner. The last live support person said they would have someone call me. I waited 30 minutes and no one has called me yet.
Sandeep: Hello there.
Sandeep: I am really sorroy for the dealy.
you: sThis issue has become extremely inconvenient and I expect EA to honor their cash card that is giving me invalid code error even though the code is valid.
you: I called XXXXXXXXXXXX again and they said they will not replace the invalid card since I scratched off the silver covering the numbers. They keep telling me to contact EA.
Sandeep: I am really sorry to hear that you are facing this issue,I will do my best to quickly sort this out for you.
Sandeep: May I please have the code so that I can check it from my end?
you: Can I get someone to call me now? I don't want to end this chat until I am speaking to someone on the phone.
Sandeep: Yes.
Sandeep: Let me register your number once again.
Sandeep: Okay.
you: .Thank you
Sandeep: May I please have your Phoine number.
you: XXXXXXXX
Sandeep: Can I have the email address linked to your account please?
you: XXXXXXXXXX
you: it's that or XXXXXXXXXXXXX
Sandeep: Thanks for all the denials.
Sandeep: Before moving ahead in this case, we need to verify the account ownership, May I please have the answer of this security question "What street did you grow up on?
you: XXXXXXXXXXXX
Sandeep: Thanks for the answer.
Sandeep: may I have the permission to login to your account and register this phone number?
you: yes
Sandeep: Thank you.
Sandeep: I will be back in a moment.
Sandeep: Thanks for waiting,
Sandeep: I have registered your number and there might be waiting in the phone support channel.
Sandeep: this is the message is got on that page ""We received your initial callback request and a Game Advisor will contact you within the originally estimated callback time.""
you: Yes
you: and I have been waiting well over that "estimated time"
you: I get that error too.
you: When I first asked for a service rep to call it rang once and hung up...and I have not been able to request a "call me" since then.
you: There is something very buggy with the customer service system.
Sandeep: Yes, I can see one phone support with Sameer Jain
you: and the EA cash cards...I
you: Yes...well they rang once and hung up. I wasn't even able to answer the call.
Sandeep: May I please have the cash card code to check now?
you: XXXXXXXXXXXXX
you: I have the number that is on my receipt as well if that will help.
you: A different card # that is on the top of my receipt that I assume is for instances like this one.
Sandeep: It was for 20$?
you: yes
Sandeep: Okay.
Sandeep: Please provide me all the number there on the receipt.
you: ans this issue well exceeds that amount. I am very upset that this was not resolved the first time I openedthis ticket.
you: ok
you: XXXXXXXXXXX
Sandeep: Yes, I know that,
you: It's just become very inconvenient...something that should have been convenient.
Sandeep: But as you know that we are unable to check the invalid codes, so we redirected you to the Walmart.
you: And Walmart had directed me here...twice.
Sandeep: I have a good news for you.
Sandeep: I have located the code.
Sandeep: I apologize for all your inconvenience.
you: It's not your fault...but this had become very aggravating. I don't think I will ever use an EA cash card again.
Sandeep: Shall I activate this code on your acocunt?
you: Please do.
Sandeep: Thanks,
Sandeep: Let me try to do that.
you: Any luck?
Sandeep: I am having issue in redeeming this code?
you: So did I.
info: Your chat transcript will be sent to XXXXXXXXXXXXX at the end of your chat session.
Sandeep: I am asking the specilaist
Sandeep: Please be with me.
Sandeep: Are you in the US, right now?
you: Yes
you: I bought it in the US at XXXXXXXXXX in my city.
Sandeep: http://www.ea.com/1/game-cards
Sandeep: Please try once again usi8ng this link.
you: ok
Sandeep: And just copy paste this code :    XXXXXXXXXXXX
Sandeep: Without any spaces.
you: I had put in spaced initially. Anyways now I am getting an "Unable to process your request." error
you: So that's different.
Sandeep: It should work for you.
you: But the times I had tried before..I added the spaces as shown on the card.
Sandeep: Because the cash card is still active.
Sandeep: Please use the spaces as well and see
you: "Unable to process your request."
you: and with the spaces I get
you: "Invalid Card Code"
Sandeep: So the code is not invalid for sure, Its just may be the server issue then
Sandeep: As the code is saying to be invalid.
Sandeep: So you can try to redeem it after some time.
you: nOly when I add spaces do I get the invalid code error
Sandeep: Yes.
Sandeep: But the code is not invalid.
Sandeep: As I can see that from my end.
you: I am very upset how much time is being wasted on this. I will try again later in the evening
Sandeep: Sure
Sandeep: I am really sorry for the delay.
Sandeep: Please let me know If there is any other query to which I can assist you with?
you: EA should know that I will not let this be brushed under the rug either. I have gotten better support from a new jersery paper stand. This is incredibly frustrating. But no.. And no it's not your fault but that fault of the system you have to work with.
Sandeep: I know that this is disappointing.
Sandeep: Thank you for contacting EA. I appreciate your time. Have a great day.
Sandeep: And we really apologize for this. 

[Lo5tar]

The flubs made by the advisors in those "customer service" chats were also noted.

/smh

[EA_Nils]

@Lo5tar Hi,

I had a look into this issue and it appears that while the issue has still not been resolved, it has been escalated further and is still in the process of being addressed. You should have received communication making you aware of this.

While we currently can just wait, I would like to encourage you to please get back to me, should communication drop off at some point, prior to this being resolved.

Cheers,

Nils

[Lo5tar]

I am aware. I made this post at a point when it seriously felt like I was getting the runaround. I'll get in touch with you if I do not get a response within a reasonable time.

Thank you.

[Lo5tar]

Not a peep from the Origin department yet.

[Lo5tar]

Over 72 hours later and I'm still waiting for a resolution so I can use what I paid for so I can buy the Patio Stuff pack. -_____-

[EA_Nils · Accepted solution]

I checked and can see that the case is still open and being worked on. Please give it some more time.

Thank you.

[Cheesytoast12]

Have you gotten a response or solution to this problem yet? I am having the same problem. It just keeps sayins the same thing over and over and I have checked several pages for some sort of answer, yet it seems like there is none

[creeperchick]

I've been having the same problems. It feels like they aren't even trying. ISo far i've been talking to three advisors: JOMEL, BERSTIE, AND JOANNA. And still no reply.