Re: Lost Games in Account Merge - How to Make a Complaint?

by kabouki1965
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Original Post

Lost Games in Account Merge - How to Make a Complaint?

★★ Novice

Hi,


I wonder if someone could help me? A week ago I asked for an old origin account to be merged with a new one. Unfortunately during this process, all but one of my games was lost in the transfer.

 

The first advisor I spoke to told me they would appear in a couple of hours but this wasn't the case. A second advisor then told me they would have to pass this on to a specialist team but couldn't tell me how long it would take. I've been asking for updates daily and each advisor tells me that they don't know how long it will take.

 

I am now beyond frustrated. The last advisor I spoke to still couldn't give me an update and said it was with an internal team. They could see I had purchased the games on my old account but couldn't explain what had happened. I've spent hundreds on these games and through no fault of my own I am now unable to play them. I asked if it would be possible to be compensated for the games and given a voucher or something to repurchase them (as they have already verified that I bought them), and the advisor then said he had already given me sufficient advice and promptly ended the chat.

 

I'm really upset to be honest. I've sat in chats for about 4 hours over the past week and nobody has been able to tell me what has happened to my games or been able to tell me when I will have them back.

 

I'd like to put in a complaint regarding my experience, as I've not done anything wrong but I've lost everything. The last advisor ending the chat without even answering my question about being compensated for the games was beyond rude.

 

Any advice on how to do follow this up and make a complaint? Not sure if it's relevant but I'm based in the UK.

 

Thanks.

 

Message 1 of 3 (465 Views)

Re: Lost Games in Account Merge - How to Make a Complaint?

Community Manager

Hi @AlphabetOl

 

I'm afraid that we wouldn't be able to assist with something like this here on Answers HQ. The best thing to do would be to follow up with the EA Help team. They should have a process in place for a formal complaint as well. 

 

You can follow up with them through the EA Help website, but if you prefer you can also speak with them via Twitter or Facebook as well. 

 

 

/Kent

Kent.png
Message 2 of 3 (424 Views)

Re: Lost Games in Account Merge - How to Make a Complaint?

★★ Guide
@AlphabetOl

Well, if the agents are not able to help you online, you have the option to call directly EA support on the phone as there is no official way to do it online.
The UK number is: 203 0141818
Tell them you want to file an official complaint regarding a product you bought from them in the terms of British Law. For this, you need to request a copy of the company's complaint procedure. If they don't get you a prompt answer you can tell them you will contact consumer rights authority at gov.uk. Here you can find help on reporting a company which has no complaints procedure.
https://www.gov.uk/consumer-protection-rights

Hope this helps.
Message 3 of 3 (322 Views)