Case "In Progress" reads as "updated" every 4 hours. When will it end?

[bambambam7]

Long story short, I was locked out of my account, I thought it was a connection issue. An EA advisor in the chat "help" told me I was hacked. 11 agent chats later my case got "escalated". 
All my players in FUT were quick sold. Luckily, I had a 99% untradeable club, so, I'm obviously not going to have quick sold hundreds of top untradeables myself. I've even stated that I don't want anything that was Quick Sold or, Coin Sold, restored. I'd be happy with just the untradeables put back. 

The FAQ's seem to say it takes them 72 hours to respond. My case was escalated 6 days ago. The case seems to tick over as having been "updated" every 4-6 hours, since it was escalated. So, how long should I expect to wait? Is there anything I can do to expedite the process? I've spent a massive amount of FP's this year and, I'd like to think that I won't have to wait a protracted amount of time to get my stuff restored. 

My FUT has been reduced to 99 players in total, all silver and bronze. At this stage of the game, I literally cannot play against the teams out there with what I have left and, have even the slimmest chance of winning.

Any help, advice or, guidance would be really welcome. Also, can I go into the game on my console and open the rewards I accrued and gained from the previous week in Rivals, without triggering some kind reset on my case? 

Thanks in advance.

[EA_Darko · Accepted solution]

Hey @bambambam7 the best thing I can recommend is to be patient and keep an out on your email for a response from our team.

I would not be able to provide a time frame for when you can expect your response.

Darko 

[EA_Darko]

Hey @bambambam7 I would not be able to give you a timeframe for a response. If your case has been escalated to a specialist team then the best thing to do is to be patient and keep an eye on your email for a response from the team.

Darko

[bambambam7]

No timeframe at all? So, it could be a day or, it could be ten years? 

How about telling me if opening rewards/accessing the game will have any impact on how the case is viewed?

[EA_Darko · Accepted solution]

Hey @bambambam7 the best thing I can recommend is to be patient and keep an out on your email for a response from our team.

I would not be able to provide a time frame for when you can expect your response.

Darko 

[bambambam7]

@EA_Darko How about telling me if opening rewards/accessing the game will have any impact on how the case is viewed?

[EA_Darko]

It should have no impact @bambambam7.

Darko

[bambambam7]

@EA_Darko "should not" That's ambiguous at best.

I guess I'll just keep leaving the account alone until this gets resolved.

[bambambam7]

Here's another question.

Why does the "updated" timestamp update every 3-4 hours when there blatantly hasn't been any work done on the case? Is it to give the veneer of work actually being done? The fact nothing has happened in almost two weeks kind of gives away the fact that my case isn't getting a new update every few hours. If it had actually been worked on it would be closed by now.

It would actually be much more helpful if EA changed the "updated" timestamp when something is actually done with the case. It would at least give some sense of reality about the case being worked on whenever someone finally gets around to doing anything about it.

€3,000+ worth of FP and all you get is this level of customer service.

[bambambam7]

3 weeks later I get a message. 

Your case is closed and. we have credited you with 505k coins.

250ml team, (almost) all of which were sitting in Quick Sell Recovery, and that's what you get. The case wasn't investigated. There is no information given on why they came to the conclusion. Someone just pushes a button and, bang, that's it. Time and effort spent.

This was my RTG account. I spent €3,000 in FP on my main account. Keep that in mind. Unless you're a YT/Twitch streamer, your case doesn't count. 

Disgraceful. 

[EA_Darko]

Hey @bambambam7 our team do a full investigation on any case such as this.

If you believe a mistake was made then you can speak with our live support team.

Darko