Been in contact with EA support who will not acknowledge that my account has been hacked despite me giving them all the evidence they in form of Video, FUT 20 quick sell recovery, and player bought in my account which I didn't do and last in EA account an untrusted devise from Paris log in.
Please let me know if other have had similar problems?
The log with EA support below where my own details Xxxx out
ashish (2/15/2020, 1:01:40 PM): Thank you for contacting EA HELP, my name is ashish, may I start with your first name please?
Thomas (2/15/2020, 1:02:05 PM): On the night between Thursday 13 February and Friday 14th February my account were hacked Forum_Rain where I lost approx 165 players. I can see that the hacker sold me two players Richardlisson and Lala for approx 120'000 and 75'000 to empty my money account. Thereafter I can se in Quick sell recovery that he offloaded my remaining approx 165 players. This is what I can see in my FIFA account. I have changed my passwords both on EA and Fifa playstation. I have a video which confirms which players I had in my account but its too big to attached to this issue log.
One interesting thing is that I received a EA code in the night between Thursday and Friday at 23.56 where I assume the hack startet. I could see a mobile had assessed my account from Paris and Viby where I never have been.
I hope you can help me recover my content and money?
Bet Regards
Thomas Krog
+45 2475 1970
ashish (2/15/2020, 1:04:57 PM): Hey are we connected ?
Thomas (2/15/2020, 1:05:03 PM): yes
ashish (2/15/2020, 1:05:14 PM): May i know your name please ?
Thomas (2/15/2020, 1:05:31 PM): Didn't you recieve my message?
Thomas (2/15/2020, 1:05:39 PM): Thomas Krog
ashish (2/15/2020, 1:07:18 PM): Hey Thomas!! I understand that the issue you are facing might be really annoying for you however i would certainly go ahead and assist you regarding the same.
ashish (2/15/2020, 1:07:28 PM): For that i need to ask you a few questions.
ashish (2/15/2020, 1:07:33 PM): Is that okay with you ?
Thomas (2/15/2020, 1:07:46 PM): yes
ashish (2/15/2020, 1:08:53 PM): Can you help me out with your registered email please ?
Thomas (2/15/2020, 1:09:17 PM): xxxxxxxx
ashish (2/15/2020, 1:10:06 PM): Thank you!!!
ashish (2/15/2020, 1:10:21 PM): So now your EA and FIFA account are secured ?
Thomas (2/15/2020, 1:10:53 PM): I changed all my passwords yesterday after I discoverede the hack
ashish (2/15/2020, 1:11:58 PM): Don't worry let's secure your account first.
ashish (2/15/2020, 1:12:34 PM): I can see that it's not secured yet.
ashish (2/15/2020, 1:12:56 PM): I've sent you a reset password link on yuour email.
ashish (2/15/2020, 1:13:05 PM): Kindly use that and reset your password.
ashish (2/15/2020, 1:13:09 PM): Once again.
Thomas (2/15/2020, 1:14:44 PM): Done that now
ashish (2/15/2020, 1:14:51 PM): Great!!!
ashish (2/15/2020, 1:15:09 PM): Now can you help me out with another email that we can update as your secondary email ?
Thomas (2/15/2020, 1:16:12 PM): xxxxxxx
ashish (2/15/2020, 1:16:51 PM): I've sent you a code on your secondary email.
ashish (2/15/2020, 1:17:04 PM): Please help me out with the code.
Thomas (2/15/2020, 1:17:36 PM): xxxxxxx
ashish (2/15/2020, 1:18:15 PM): Thank you!!!
ashish (2/15/2020, 1:19:53 PM): Now lets setup your login verification.
ashish (2/15/2020, 1:20:01 PM): To do that, go to www.origin.com and log in. Once you're logged in, hover over your EA ID in the bottom corner of the screen, then click EA Account and Billing to get to your settings. Click on Security, then click Turn On under Login Verification.
ashish (2/15/2020, 1:20:10 PM): Kindly do that using secondary email.
ashish (2/15/2020, 1:20:26 PM): Then choose your login verification method as text.
Thomas (2/15/2020, 1:23:09 PM): I can't log in with secondary emaill my password don't work?
ashish (2/15/2020, 1:23:34 PM): You don't have to login with that.
ashish (2/15/2020, 1:24:05 PM): After you login in when you'll try to turn on your login verification it will ask you to select a email on which you'll get the code.
ashish (2/15/2020, 1:24:16 PM): At that time choose your secondary email.
Thomas (2/15/2020, 1:24:22 PM): ok will try again
ashish (2/15/2020, 1:24:32 PM): Sure.
Thomas (2/15/2020, 1:27:41 PM): done
ashish (2/15/2020, 1:27:51 PM): Great!!!
ashish (2/15/2020, 1:28:10 PM): Now let's secure your FIFA fut.
ashish (2/15/2020, 1:28:26 PM): I would request you to log out from your fut.
Thomas (2/15/2020, 1:29:05 PM): playstation and web?
ashish (2/15/2020, 1:29:29 PM): From fut
ashish (2/15/2020, 1:29:40 PM): Just go to the main menu of FIFA.
ashish (2/15/2020, 1:31:30 PM): Let me know once you're there.
Thomas (2/15/2020, 1:33:51 PM): Should be log off now
ashish (2/15/2020, 1:34:22 PM): Great!!
ashish (2/15/2020, 1:35:19 PM): Now try and log in again.
Thomas (2/15/2020, 1:35:42 PM): Fifa fut?
ashish (2/15/2020, 1:35:48 PM): Yes!!!
Thomas (2/15/2020, 1:37:14 PM): done
ashish (2/15/2020, 1:37:19 PM): Great!!!
ashish (2/15/2020, 1:37:28 PM): So now your account's are secure.
ashish (2/15/2020, 1:37:39 PM): Now let's work on your missing content.
ashish (2/15/2020, 1:37:58 PM): Please tell me the name of the top 5 players that you are missing?
Thomas (2/15/2020, 1:43:34 PM): Onana (TOTY)
Thomas (2/15/2020, 1:43:42 PM): Alex Telles
Thomas (2/15/2020, 1:43:47 PM): De Rossi
Thomas (2/15/2020, 1:43:53 PM): Gameiro
Thomas (2/15/2020, 1:44:05 PM): Junior Firpo
ashish (2/15/2020, 1:44:54 PM): May i know the ratings aswell.
Thomas (2/15/2020, 1:45:09 PM): Onana 83
Thomas (2/15/2020, 1:45:13 PM): Alex Telles 84
Thomas (2/15/2020, 1:45:17 PM): De Rossi 82
Thomas (2/15/2020, 1:45:22 PM): Gameiro 81
Thomas (2/15/2020, 1:45:30 PM): Junior Firpo 79
ashish (2/15/2020, 1:46:40 PM): Please stay connected.
ashish (2/15/2020, 1:50:11 PM): And you've mentioned me that in total you've lost 165 players ?
Thomas (2/15/2020, 1:51:26 PM): yes and for some player more than one
ashish (2/15/2020, 1:51:33 PM): Okay!!
Thomas (2/15/2020, 1:52:01 PM): I believe you can see it in quick sell recovery log
ashish (2/15/2020, 1:53:40 PM): May i know how many coins have you lost ?
ashish (2/15/2020, 1:54:33 PM): If you report that you've lost an Item in-game, but you didn't lose it or never had it to begin with — that's a false claim. We take false claims very seriously, so we warn everyone who contacts us for missing Items about our false claims policy to help keep a fun, safe, and secure environment for you and all players. If you make a false claim to us, we may need to suspend your gameplay or even close your account.
Thomas (2/15/2020, 1:57:58 PM): This is not a false claim
ashish (2/15/2020, 1:58:07 PM): Thank you!!!
Thomas (2/15/2020, 1:58:14 PM): Wednesday balance approx 80'000
Thomas (2/15/2020, 1:58:31 PM): Then the hacker sold for approx 115'000
Thomas (2/15/2020, 1:58:49 PM): Then the hacker bought for approx 195'000
Thomas (2/15/2020, 1:59:00 PM): so now left in my account 7299
ashish (2/15/2020, 2:00:00 PM): The thing is i cannot find the players in your sold or discarded logs.
Thomas (2/15/2020, 2:00:22 PM): The two players the hacker bought Richardlission and lala are now in my account and only worth approx 15'000 Richardlission and lala 13'500
Thomas (2/15/2020, 2:01:55 PM): I have it on video and I can see it in my FIFA FUT 20 account under Won items in the transfer targets and the 165 under quick sell recovery
ashish (2/15/2020, 2:02:33 PM): Please stay connected.
ashish (2/15/2020, 2:12:03 PM): Thank you for staying connected.
ashish (2/15/2020, 2:12:37 PM): As my team has checked the account there's isn't any hacking found on the account therefore we cannot verify the claim.
ashish (2/15/2020, 2:12:59 PM): There's no hack found on this account.
Thomas (2/15/2020, 2:14:52 PM): I can prove it that between Thursday and Friday this activity went on. I have video and FUT 20 confirms it. I can see an device assessed my account Thursday night 23.56 from Paris(I untrusted it Friday when discovered it in the EA account)
Thomas (2/15/2020, 2:15:59 PM): So I have the evidence that this was going on when I was asleep, my son discovered early Friday morning
Thomas (2/15/2020, 2:16:57 PM): A hack is when somebody else that yourself/Son goes in and make transaction by hacking the account
ashish (2/15/2020, 2:18:29 PM): The thing is that my specialist team has already investigated this account and there's no hack that has been found on this account by them.
Thomas (2/15/2020, 2:18:34 PM): We were through the same experience last year, at least this time we have the evidence so I am shock if EA can't see what we can see in our accounts?
ashish (2/15/2020, 2:18:57 PM): And the team is the one that decides these issues and they are the one who takes care of these issues.
ashish (2/15/2020, 2:19:34 PM): I know that this won't be the answer you had been looking for but trust me had it been possible I would have surely done it for you even if it meant breaching my limitations or going beyond my ways as customer satisfaction what I am here for.
Thomas (2/15/2020, 2:20:06 PM): Apparantly the hacker is good in hidding his tracks then, but the good part is that we can see the transactions so your specialist needs to be worried if he/she can't see it
ashish (2/15/2020, 2:20:28 PM): Let me explain you this .
ashish (2/15/2020, 2:21:17 PM): The thing is that we only help the customer in missing content if there's a hack on the account if not apart form that we cannot make any changes to an account manually form our end.
ashish (2/15/2020, 2:21:41 PM): So if there's no hack then unfortunately we cannot entertain the claim.
Thomas (2/15/2020, 2:21:43 PM): Please let me send my evidence video, FUT 20 qucik sell recovery transactions what more evidence is required to show that something is not right?
ashish (2/15/2020, 2:22:51 PM): May i know did you shared your account details with someone ?
Thomas (2/15/2020, 2:24:07 PM): You keep on saying no hack then please expalin me how 165 players disapeared, and suddenly two new players we bought while we were sleeping? EA must be able to see these transactions in your systems? As I mentioned I believe it happended from Paris according to EA information
Thomas (2/15/2020, 2:25:07 PM): No our account data is not shared anywhere
Thomas (2/15/2020, 2:26:09 PM): We have not been travelling either we live in Copenhagen, Denmark
ashish (2/15/2020, 2:26:41 PM): Thanks for sharing that, I have tried my best in this regards and tried to take it to the specialist team as well. There is nothing else that can be done here.
ashish (2/15/2020, 2:27:00 PM): Please tell me if there is anything else I can help you with?
Thomas (2/15/2020, 2:31:20 PM): This was no help at all, you need to escalated this to management because somebody is hacking EA without your knowledge and you don't even want to look into the evidence I am willing to share with you plus have a look at the device in my log which have accessed EA from Paris. You must clearly also be able to see which EA account bought two players for the 195'000 because that is the hacker.
ashish (2/15/2020, 2:33:49 PM): I am not denying what you are saying, I even took the issue to the specialist team and they have denied the request, I also informed them that you have some video evidence but they have denied to check them as well.
ashish (2/15/2020, 2:35:03 PM): I have some limitations here, sometime in these situations I kind of feel helpless.
Thomas (2/15/2020, 2:35:49 PM): I had same experience last time it happend but in the end I got my refund, the difference to last time is that I have evidence this time also from EA's own system
ashish (2/15/2020, 2:36:06 PM): I wish I had the option to add the players back or reverse the changes that have been made on the account, however we have to follow what we see on the account.
Thomas (2/15/2020, 2:39:03 PM): There must be a customer experience manager who needs to look into this because its a seriously hole in your proces that when customer offeres evidence and help to find a hacker you shouldn't reject secondly if your system has a fault not recording what I have in evidence clearly EA is not taking security serious.
ashish (2/15/2020, 2:41:44 PM): I apologize, but due to the fact that you are continually requesting something that I have already informed you is not possible, I am afraid that I will have to disconnect this chat in order to aid our customers who need assistance.
