Re: How long till my hacked account case to be resolved

by tase20
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How long till my hacked account case to be resolved

★★ Novice

EA Sports, WOW just WOW. When I read on forums of users complaining that its been a month an you still havent responded to their case, Ithink to myself, "Whatever your just a cheat whose got your account banned and now you cant accept the punishment. EA are a multi million pound company, their not going to take more than 10 working days to respond to an issue, my local Gardner wouldn't take that long. Never ever did I would think I would be that user that has been waiting 7 WEEKS and I am the victim.

I logged an account hacking case with PSN on the 27th of December 2020 as a scum of the earth hacker had gained access to my account and changed my user profile, Credit to PSN, on that same phone call they had spotted the illegal activity and then gained back control of my account. I then found out that the hacker had logged into my FUt account and sold all my expensive players. My MBappe, Pogba, Varane ETC and purchase a cheap player for all the coins in my account. When I contacted the EA help desk they were very responsive and helpful on that first call. They told me that they could see traces of hacking and that they would escalate it to a specialist team as "EA TAKES HACKING VERY SERIOUSLY". As I dropped the phone call my account was put into a transfer lock. Which at the time I though understandable as an investigation needed to be carried out.

It is now the 8th of February 2021, I am entering 7 WEEKS and still my case states in progress. I have now contacted EA help, 20 plus times during this period and noone has been able to provide an update, i have tweeted EA and they give me the same generic response that, "They must be extremely busy and as soon as they get to your case they will contact you". i would accept that if it had been 5 working days, but 7 weeks is out of order. I have spent over a thousand pound on this game, i know its not a lot to EA but every customer should be a priority and if a customer is being left to wait almost 2 months for a resolution to a fraud case of which they were the victim it is disgusting and highlights a serious issue in EA sports. It takes me a second to load my account with Fifa points, it takes me a second to purchase packs on the game, I know guaranteed EA will have new promotional money making content every Friday 6pm without fail. But EA dont have enough staff to investigat a fraud and theft situation on their servers because im no longer important to them as I have spent my money. It is unacceptable and unfair to me as a loyal consumer for EA 15 years plus. Only one EA help representative has really helped me. By being HONEST, he told me that he suffered the same fate in Fifa 20 and even as an EA employee it still took the escalation team 7 weeks to solve his case. He also felt like EA didnt care about their users. Well I am reaching my 7 weeks and still nothing and now I am very concerned, i love this game and I am so disappointed i am not being allowed to enjoy it for something I am a victim of. So I ask and please be honest with me, I opened my case on the 27th of December 2020 and its now 8 February 2021. Is it normal that my case has been untouched this long and more importantly how long do i have left to wait till my case is resolved? Thank you for your time

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Accepted Solution

Re: How long till my hacked account case to be resolved

Community Manager

Hello, @tase20.

 

I'm really sorry for the frustration with this. Unfortunately, we can't help through Answers HQ. There was an update on your case a couple of weeks ago. If you're not aware of this, try opening another case so you can get in touch with an advisor and they can give you the latest update. You also should have received an email with the results of the most recent investigation.

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Message 2 of 14 (2,738 Views)

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Re: How long till my hacked account case to be resolved

Community Manager

Hello, @tase20.

 

I'm really sorry for the frustration with this. Unfortunately, we can't help through Answers HQ. There was an update on your case a couple of weeks ago. If you're not aware of this, try opening another case so you can get in touch with an advisor and they can give you the latest update. You also should have received an email with the results of the most recent investigation.

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Message 2 of 14 (2,739 Views)

Re: How long till my hacked account case to be resolved

★★ Novice

Why are you miss informing me and thus miss informing any other EA user that will look at this thread should they suffer the same miserable fate. If you even took a second to look at my cases before typing this you would see a case that has been open since the 28th of december that has been in progress since that date for a compromised account. I contact your EA help team every week, I check my emails every day and there are NO UPDATES because as your EA help colleagues have stated, your escalation team havent touched it yet. So what update are you talking about, I waited 2 days for you reply and it wasnt even accurate, like no effort was made to even look at the case notes. See this is the type of nonsense that really hurts me. EA are a Mutli million dollar company and youve just posted this inaccurate response to my issue that took me time to construct. You have just posted something so far from accurate about an issue that i have been suffering for 2 months. I dont want to sound rude but please do your job properly and check my my cases for the isue regarding the comprimised account and please respond ACCURATLEY. The truth of the matter is EA have made NO attempt to contact me since I opened the case on the 28th of December. The only response I get from EA help, EA twitter, EA answer HQ is we cant respond on this platform. So i go back to my original question, How long does it normally take for EA to respond to and resolve hacked accounts?

Message 3 of 14 (2,735 Views)

Re: How long till my hacked account case to be resolved

★★ Novice

Again apologies if the prior message sounds rude. Apologies. I am just really frustrated and I know its not your fault. I just want to have my account and enjoy my game as I am a victim of illegal activity but I am suffering more than the hackers as my account has been suspended for 2 months and the worst part is when I use every avenue to contact EA, be it twitter, Answer hq or EA help. no one can give me a simple update. Not even a your issue will be looked at in a week, a month a year. I get nothing. So apologies this isnt about you but the way the business is operating against innocent users like myself.

Message 4 of 14 (2,735 Views)

Re: How long till my hacked account case to be resolved

[ Edited ]
Community Manager

@tase20 

 

I understand the frustration. I'm very sorry you feel that way. After looking at your account again, I can see I was wrong. While there was an update from 2 weeks ago, it wasn't regarding a resolution to the case. It was a notice of the escalation. That's on me and you have my apologies. Your case is still awaiting investigation. You'll have a response as soon our specialists complete this.

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Re: How long till my hacked account case to be resolved

★★ Novice

Thanks for the reply. However you have not answered my question. I know that I am awaiting a specialist to look at my case and once they have looked at it they will respond. But I have been waiting for a specialist for 7 weeks. All I want to know is how long do users like myself have to wait for a specialist to look at their case. It doesnt have to be an accurate time, just an estimate, 3 weeks 1 month, 2 months, a year? how long roughly so that I can set my expectation and stop bothering you guys?

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Re: How long till my hacked account case to be resolved

Community Manager

@tase20 

 

This isn't something I can help with since it's account related. You'll need to contact an advisor to see if they can assist.

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Re: How long till my hacked account case to be resolved

★★ Novice

So after 2 months of waiting ladies and gentlemen here is the reply I received from the escalation team

 

We have received your most recent correspondence expressing concerns about the action that was taken on your account.

After thoroughly investigating your account and concern, we again found that we actioned your account correctly after it was found to have violated our User Agreement. We will also be unable to provide any details regarding our internal procedures.

Due to this violation, we will not remove the sanction that was applied to your account.

You can review the full User Agreement at http://tos.ea.com/legalapp/WEBTERMS/US/en/PC/

After completing two full investigations into your complaint, we consider this matter closed.

 

I dont really know were to go from here.

 

other than to conclude that if your psn account gets hacked EA have proved that they have no means of protecting the account owner should the hacker then proceed to tamper with your EA account. In my case sell all my best players. EA auto matically assumes you are the culprit as they investigation appears to go no further than who logged into the EA account. How disappointing for a multimillion pound company.

 

I have now lost an account I have used for over 10 years legitamalty for something I am a victim of.

Message 8 of 14 (2,636 Views)

Re: How long till my hacked account case to be resolved

★★★★ Novice
@tase20 Wow I’m not getting my hopes up now it’s been 47 days for me and still no reply to my case this is crazy and now we have ea gate thay can sell you prime icon moments but can’t sort your account when you’ve been hacked pay to win game at its finest
Message 9 of 14 (2,517 Views)

Re: How long till my hacked account case to be resolved

Community Manager

Hello, @pilled69.

 

The best way to get an update on your case is to message @EAHelp through Twitter or open a case with a live support advisor here: https://help.ea.com/en/contact-us/new/. You can also go to facebook.com/eahelphub to get in touch with support. They'll look into this for you. Thanks!

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