February 2021
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!
Solved! Go to Solution.
February 2021
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
February 2021
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
February 2021
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!
February 2021
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
February 2021
February 2021
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
March 2021
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!!!