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Fifa 21 - Ultimate Team account hacked

by GSav93
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Fifa 21 - Ultimate Team account hacked

★★ Novice

Probably not the first person to post about this on here...

 

Just over a month ago I woke up on a Sunday morning to find I was missing 6 players from my starting squad (about 800k worth), all 49 packs I had saved up and about 50k coins were all gone. I immediately went through the step by step process of contacting the live chat and speaking to an advisor who to be fair was incredibly helpful. I had to give details of what I was missing in terms of value of players and then securing my account.

 

I was also told at the end of this first conversation on the same morning to wait 3 to 4 days and all will be resolved as the advisor could confirm there suspicious activity on my account and confirmed it was hacked.

 

I have gone back onto my EA account regularly to see my case has been updated daily which did give me hope that it wouldn't take long. Since then I still haven't had my case resolved! I even opened up a chat with another advisor and game them my case number and details of what happened. This was over a week ago and was told my case has been escalated to the specialist team and that I should wait 2 days and everything will be fixed. Guess what? Still nothing to this day!

 

Has anyone had a case resolved from EA successfully or is this just a myth? All I've read through on here are bad reviews and to be honest I've spent loads of time on the game building a competitive squad. Any help on what to do next? Apparently if I open up live chat it slows down the process but to be honest getting no updates at all has been frustrating. I get the impression nothing will get resolved until Fifa 22! 

 

 

Message 1 of 8 (228 Views)

Accepted Solution

Re: Fifa 21 - Ultimate Team account hacked

Community Manager

Hey @GSav93 for issues such as this you will need to speak with one of our phone or chat support advisers who will be able to advise you further. 

 

You can contact our live support at help.ea.com.  

To  speak with a chat adviser:

Click on your product Origin

Then select 'PC

Manage my Account'

Can't log in

Finally, you can choose to begin a chat or request a call back.

 

Darko

Darko.png

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Message 2 of 8 (209 Views)

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Re: Fifa 21 - Ultimate Team account hacked

Community Manager

Hey @GSav93 for issues such as this you will need to speak with one of our phone or chat support advisers who will be able to advise you further. 

 

You can contact our live support at help.ea.com.  

To  speak with a chat adviser:

Click on your product Origin

Then select 'PC

Manage my Account'

Can't log in

Finally, you can choose to begin a chat or request a call back.

 

Darko

Darko.png
Message 2 of 8 (210 Views)

Re: Fifa 21 - Ultimate Team account hacked

★★ Novice

But that is literally all I've been doing?!

 

Speaking to live chat advisors going through the same thing over and over again. Being told everything will be resolved within a couple of days. Just to prove my point I am going to resume my case which hasn't been updated for a week and open up a live chat with an advisor. 

 

I will then post on here the details of our latest conversation!

Message 3 of 8 (198 Views)
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Re: Fifa 21 - Ultimate Team account hacked

Community Manager

Hey @GSav93 if you have a case with our team then the best thing to do is to give them time to investigate and respond to you.


Darko 

Darko.png
Message 4 of 8 (196 Views)
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Re: Fifa 21 - Ultimate Team account hacked

★★ Novice
@EA_Darko I'm sorry but this has taken just over a month now! When I first opened the case the advisor told me "to wait 3 to 4 days" and your case will be resolved. I've also been told my case has been escalated 5 times believe it or not! And just last week I was told to wait "1 to 2 days" and a week has passed and nothing has happened. When I log into my account to track progress nothing has been updated which tells me that my case is no sooner to getting resolved.

Also on another note the customer service is appalling! I have just finished another chat session with a live advisor and I've just been fed the same lies. "I have escalated your case, you will receive an email soon from our specialist team". What's more I then got cut off by the advisor when it said they were typing and none of my messages were sending.

Can you see my point of view why I'm so frustrated with what is going on? I thought getting hacked was bad enough let alone having to dealing with waiting for everything to get fixed.
Message 5 of 8 (193 Views)
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Re: Fifa 21 - Ultimate Team account hacked

Community Manager

Hey @GSav93 if you are reopening the same case each time you speak with support then your case will need to be sent back up to the specialist queue and be last in the queue.


I'm going to lock this thread as there is nothing more that we can do to assist you on AHQ.


The best thing to do is to keep an eye on your email for a response from the team.


Darko 

Darko.png
Message 6 of 8 (187 Views)
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Ultimate Team Account - Hacked... All players please read

★★ Novice

No doubt this post will get taken down or I'll get the usual automated response AGAIN.

 

I am absolutely appalled with the service from EA help. A month and a half ago my Ultimate Team account got hacked, rinsing me of 49 packs, 50k coins and 700k worth of players. 

 

I have FINALLY received an email from the "specialist" team to confirm that the case is fixed and that they could not detect anything suspicious. Bearing in mind on the same morning that the first live chat advisor confirmed someone had broke into my account and suspicious activity was found. 

 

It's actually insulting to be basically accused of lying. An absolutely shocking service and I would not recommend this "customer service" to anyone at all. Just waiting for some Admin to remove the post or to say you could try again! What's the point?

 

About as much use as a chocolate teapot!!!

Message 7 of 8 (134 Views)
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Re: Ultimate Team Account - Hacked... All players please read

★★ Novice

This is a screenshot of even a live chat advisor detecting the hack!!!

Message 8 of 8 (122 Views)
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