Re: Code redemption did not work, and customer support wont help
by EA_DarkoOriginal Post
Code redemption did not work, and customer support wont help
So yesterday I was gifted 1k apex coins by a friend of mine. He purchased the coins from cdkeys.com
Once I had received the code, I made my way to Origins and activated the code. Unfortunately for what ever reason, the code was accepted, and origins stated I had received the 1k coins. However, upon entering the game I had no coins added to my currency wallet.
I then proceeded to make a support case on EA's website, by which I wasted an hour of my life sharing every piece of information requested, from the website used, to the code name, and a bunch of verifications to be told I need to wait 24hours, and if I still had not received the code to make another case with the support team.
Fast forward 24hours, and im still stuck in the same predicament. Im stuck folks, I wont repeat everything that was mentioned in support conversation, rather im just gonna share the entire dialogue. Please if someone has come across this issue and had it resolved I would highly appreciate if you can let me know what you have done.
Girish (2/10/2022, 9:00:11 AM): Thank you for contacting EA HELP, my name is Girish, may I start with your first name please?
Pejman (2/10/2022, 9:00:28 AM): heya girish
Pejman (2/10/2022, 9:00:51 AM): so yesterday I did a code redemption for apex coins, but I did not receive anything. A friend of mine did the same, with the same result.
Pejman (2/10/2022, 9:01:14 AM): we both contacted support yesterday, and they essentially told us we would have to wait up to 24hours and then if we still havent received our coins
Pejman (2/10/2022, 9:01:20 AM): we need to make another support ticket
Pejman (2/10/2022, 9:01:23 AM): so here I am 
Pejman (2/10/2022, 9:01:34 AM): oh and my first name is Pejman
Pejman (2/10/2022, 9:01:58 AM): 103190614
Pejman (2/10/2022, 9:02:03 AM): was my case code fromyesterday
Girish (2/10/2022, 9:02:08 AM): As I understood you purchased Apex coins yesterday but you didn't got yet. I'm correct?
Pejman (2/10/2022, 9:02:15 AM): yes
Girish (2/10/2022, 9:02:39 AM): Please be assured as I will surely assist you in best possible way with your missing Apex coins concern.
Girish (2/10/2022, 9:02:50 AM): Could you please help me with your EA email address?
Pejman (2/10/2022, 9:03:07 AM): ah god here we go again with the mulitple verifications you guys do...
Pejman (2/10/2022, 9:03:14 AM): (my email)
Pejman (2/10/2022, 9:03:20 AM): please send the verification code so we can proceed
Girish (2/10/2022, 9:05:39 AM): i am sorry for the inconvenience but without verifying the account we can't further proceed. It is for your sack of security.
Girish (2/10/2022, 9:05:52 AM): Great! Thank you for the email address.
Pejman (2/10/2022, 9:05:53 AM): I know
Girish (2/10/2022, 9:06:16 AM): I have sent a verification email, please check if you have received an email with the subject line Please verify ownership of your Origin Account in your Inbox or Spam inbox. Please share the code with me once received.
Pejman (2/10/2022, 9:06:30 AM): (verification code)
Girish (2/10/2022, 9:06:51 AM): Good news! I was able to verify you as the account owner.
Pejman (2/10/2022, 9:07:08 AM): you dont say ...
Girish (2/10/2022, 9:07:28 AM): Could you please help me from where did you have purchased and when did you have purchased?
Girish (2/10/2022, 9:07:42 AM): You don't say I am sorry I didn't get it?
Pejman (2/10/2022, 9:07:46 AM): the code was sent to me as a gift so I did not purchase it myself
Pejman (2/10/2022, 9:08:00 AM): I went to redeem the code yesterday
Girish (2/10/2022, 9:08:05 AM): Okay!
Pejman (2/10/2022, 9:08:13 AM): and origins said the code was successful
Pejman (2/10/2022, 9:08:20 AM): but I did not receive anything
Girish (2/10/2022, 9:08:20 AM): Could you please help me with the Code?
Pejman (2/10/2022, 9:08:30 AM): sure sec
Pejman (2/10/2022, 9:08:41 AM): I dont understand why I need to answer everysingle question that I did yesterday already
Pejman (2/10/2022, 9:08:51 AM): like I even sent you the case number from yesterday
Girish (2/10/2022, 9:08:59 AM): I am sorry because it is a new case.
Girish (2/10/2022, 9:09:21 AM): So without understanding the concern how can I help you.
Pejman (2/10/2022, 9:09:24 AM): (apex coins code)
Pejman (2/10/2022, 9:09:38 AM): because its already on record from the customer support rep I spoke to yesterday isnt it?
Girish (2/10/2022, 9:10:49 AM): It is but it is important to know the root cause of the concern to help you in a better way.
Pejman (2/10/2022, 9:10:56 AM): ok
Girish (2/10/2022, 9:13:03 AM): Please allow me few minutes. I am checking for you.
Pejman (2/10/2022, 9:13:10 AM): sure
Girish (2/10/2022, 9:14:22 AM): Could you please help me how many coins it was?
Pejman (2/10/2022, 9:14:36 AM): 1k
Pejman (2/10/2022, 9:14:51 AM): its the 10$ option
Girish (2/10/2022, 9:15:06 AM): When did you got the coins as a gift?
Pejman (2/10/2022, 9:15:32 AM): I didnt receive the coins, which is why we are speaking?
Girish (2/10/2022, 9:16:16 AM): When did you redeemed the code I mean?
Pejman (2/10/2022, 9:16:23 AM): 25hours ago
Girish (2/10/2022, 9:16:30 AM): Okay!
Girish (2/10/2022, 9:18:12 AM): Could you help me with the Apex username?
Pejman (2/10/2022, 9:18:26 AM): (my account name)
Pejman (2/10/2022, 9:18:35 AM): I mean theres only 1 apex acc per email isnt there?
Girish (2/10/2022, 9:19:55 AM): I am sorry I see two persona in your account that's why I confirmed.
Pejman (2/10/2022, 9:21:41 AM): alright
Girish (2/10/2022, 9:22:35 AM): Please bear with me I am checking for you.
Pejman (2/10/2022, 9:22:41 AM): sure
Girish (2/10/2022, 9:27:00 AM): I am still on it. Please bear with me with me
Pejman (2/10/2022, 9:27:37 AM): alright
Girish (2/10/2022, 9:33:14 AM): I believe that no one likes to wait,
Girish (2/10/2022, 9:33:29 AM): But I am working so hard to fix it please bear with me.
Pejman (2/10/2022, 9:34:01 AM): sure thing
Pejman (2/10/2022, 9:34:05 AM): how long will it take though?
Girish (2/10/2022, 9:34:37 AM): I am working hard for you to fix this.
Girish (2/10/2022, 9:34:51 AM): Please few more minutes.
Girish (2/10/2022, 9:36:33 AM): On which platform did you receive the gift?
Pejman (2/10/2022, 9:36:46 AM): PC
Pejman (2/10/2022, 9:36:59 AM): like my ticket even says im playing from PC
Girish (2/10/2022, 9:37:08 AM): Okay!
Girish (2/10/2022, 9:38:44 AM): I mean to say on which store the purchase was made.
Pejman (2/10/2022, 9:38:53 AM): like I said earlier
Pejman (2/10/2022, 9:39:01 AM): I received the code as a gift...
Pejman (2/10/2022, 9:39:21 AM): like I even said, the code activation said it worked on origins
Pejman (2/10/2022, 9:39:26 AM): but I never received the coins
Girish (2/10/2022, 9:39:30 AM): Okay!
Pejman (2/10/2022, 9:39:34 AM): I already said all of this to the customer support yesterday
Pejman (2/10/2022, 9:39:40 AM): and they said they see I activated it
Girish (2/10/2022, 9:39:59 AM): I got it. Thank you and sorry to bother you.
Girish (2/10/2022, 9:44:51 AM): I am still on it. I am still working on it.
Pejman (2/10/2022, 9:45:13 AM): alright
Pejman (2/10/2022, 9:45:20 AM): may I ask what seems to be the issue though?
Girish (2/10/2022, 9:45:42 AM): We are not able to validate the purchase.
Pejman (2/10/2022, 9:45:45 AM): because I cant help but feel this is taking much longer than it should considering you legit have every piece of information you need to resolve this
Girish (2/10/2022, 9:46:26 AM): We don't able to validate the purchase. We want to from where did the code was purchased?
Pejman (2/10/2022, 9:46:39 AM): jesus christ
Pejman (2/10/2022, 9:46:41 AM): give me a sec
Pejman (2/10/2022, 9:46:45 AM): let me contact my friend
Girish (2/10/2022, 9:46:50 AM): Sure!
Pejman (2/10/2022, 9:47:02 AM): like what I dont understand is
Pejman (2/10/2022, 9:47:12 AM): How can you be having an issue with the purchase
Pejman (2/10/2022, 9:47:15 AM): when straight up
Pejman (2/10/2022, 9:47:19 AM): the code was used by me
Pejman (2/10/2022, 9:47:25 AM): and ur system should show I havent received anything
Pejman (2/10/2022, 9:47:35 AM): and you can see my purchase history with coins from ingame
Pejman (2/10/2022, 9:47:48 AM): so you would clearly be able to see if I have the 1k coins
Pejman (2/10/2022, 9:47:57 AM): or if I dont if I used it to buy anything
Pejman (2/10/2022, 9:48:03 AM): at this point this waiting is just getting silly
Pejman (2/10/2022, 9:48:33 AM): ive spent 1hour so far waiting only to state the same information ive shared alrdy
Pejman (2/10/2022, 9:49:14 AM): it was purchased from cdkeys(.)com
Girish (2/10/2022, 9:50:13 AM): I am sorry but I am trying hard to grant you the coins without proof of purchase but I am sorry without proof of purchase that won't be possible. So here I am trying hard just for you.
Pejman (2/10/2022, 9:50:49 AM): what proof do you need?
Pejman (2/10/2022, 9:51:00 AM): when ive legit actually entered the code and origins accepted it?!?!?
Pejman (2/10/2022, 9:51:14 AM): but EA's system is so garbage it wont give people their coins
Pejman (2/10/2022, 9:51:19 AM): and im not the only one having this issue
Pejman (2/10/2022, 9:51:26 AM): reddit is filled with people with the same issue
Pejman (2/10/2022, 9:51:30 AM): even my friend is having the same issue
Girish (2/10/2022, 9:51:38 AM): Please bear with me I am checking for you. Please be patience please let me work on it.
Pejman (2/10/2022, 9:51:42 AM): so I find it very damn hard to believe its a "proof of purchase issue"
Pejman (2/10/2022, 9:51:57 AM): how can I upload photos here?
Girish (2/10/2022, 9:52:20 AM): Please wait!
Pejman (2/10/2022, 9:53:42 AM): do you want the proof of purchase or not? because I have a screenshot of my friends email that shows he purchased it ..
Girish (2/10/2022, 9:54:54 AM): I am sorry this retailer is not in our authorized one. So I would request you please contact directly to the retailer for the coins.
Pejman (2/10/2022, 9:55:34 AM): OH MY GOD
Pejman (2/10/2022, 9:55:37 AM): WHY DO I NEED TO CONTACT THEM
Pejman (2/10/2022, 9:55:41 AM): WHEN THE CODE HAS BEEN USED
Pejman (2/10/2022, 9:55:47 AM): THEY WILL NOT HELP ME
Pejman (2/10/2022, 9:56:15 AM): like you can see I activated the code
Pejman (2/10/2022, 9:56:21 AM): you can see I did not receive my coins
Pejman (2/10/2022, 9:56:25 AM): you can see everything
Pejman (2/10/2022, 9:56:30 AM): how can you tell me to contact them
Pejman (2/10/2022, 9:56:37 AM): when this is an issue on EA's side!?!?!?!
Pejman (2/10/2022, 9:56:43 AM): this is so stupid
Girish (2/10/2022, 9:56:49 AM): Because the retailer is not the authorize one. So only they can grant you the coins.
Pejman (2/10/2022, 9:56:49 AM): waiting 24hours to be told jack * can happen
Pejman (2/10/2022, 9:56:53 AM): and now another hour for nothing
Pejman (2/10/2022, 9:57:12 AM): HOW CAN THEY GRANT ME THE COINS WHEN THEY ARE NOT THE DEVELOPERS OF THE GAME?!!?!?!?!!?!!?!?!?!?
Pejman (2/10/2022, 9:57:19 AM): WHERE DO YOU GET THIS LOGIC FROM!?!?!?!
Girish (2/10/2022, 9:57:35 AM): I am really sorry i feel bad. I wish I could do something but trust me there is nothing I can do. I can't go beyond policy.
Pejman (2/10/2022, 9:57:35 AM): THE CODE HAS BEEN ACTIVATED BY ME ALREADY
Pejman (2/10/2022, 9:57:39 AM): I CANNOT ASK FOR A REFUND
Pejman (2/10/2022, 9:57:44 AM): IF THE PRODUCT HAS BEEN USED ALREADY
Pejman (2/10/2022, 9:57:55 AM): honestly this is such a joke
Pejman (2/10/2022, 9:58:05 AM): and you guys are a bunch of thieves if this is how you work
Girish (2/10/2022, 10:01:37 AM): I am sorry for the inconvenience I have tried my level best so that you can get the coins but this retailer is the authorize one so we can't do anything. Please contact them and tell them that you didn't get the coins.
Girish (2/10/2022, 10:01:48 AM): I am considering your issue on the top priority hence, I am going to mention the details in notes so that this issue should remain in database and we have set of experts who keep an eye on interaction.
Pejman (2/10/2022, 10:02:16 AM): honestly
Pejman (2/10/2022, 10:02:18 AM): im so angry right now
Pejman (2/10/2022, 10:02:22 AM): I was told yesterday
Pejman (2/10/2022, 10:02:25 AM): to wait 24hours
Pejman (2/10/2022, 10:02:28 AM): and I patiently did
Pejman (2/10/2022, 10:02:35 AM): and now im being told EA
Pejman (2/10/2022, 10:02:43 AM): the PEOPLE RESPONSIBLE FOR THIS ISSUE cant help either
Pejman (2/10/2022, 10:02:47 AM): what sort of a joke is this?
Accepted Solution
Re: Code redemption did not work, and customer support wont help
Hey @slackeroniuwu I understand that it can be frustrating but when speaking with our live support team I would recommend being polite and constructive at all times.
If having issues with missing purchases such as points then you would need to be able to provide proof of purchase: https://help.ea.com/en/help/account/how-to-provide-proof-of-purchase/
If making a purchase from an unauthorised seller then there can be a number of issues that we cannot assist with: https://help.ea.com/en/help/faq/where-to-buy-ea-games-v2/
Purchasing EA PC digital games from unauthorized sellers holds a variety of risks. The following information can help you protect your account and yourself.
Our games are sold at various online and in-store retailers across the world, but sometimes these retailers are not all they may seem to be.
Some unauthorized retailers bring risks with each purchase you attempt to make, and they can put your account and personal information in danger. Make sure to protect yourself:
- At best, you might get the wrong product or language version of a game you buy.
- At worst, unauthorized websites may be phishing for your EA Account or payment information. This can result in losing access to your account or fraudulent activity with your payment details.
- Additionally, any illegally obtained games and Product Codes will be disabled by us, and access to the product will be lost.
Darko
All Replies
Re: Code redemption did not work, and customer support wont help
Hey @slackeroniuwu I understand that it can be frustrating but when speaking with our live support team I would recommend being polite and constructive at all times.
If having issues with missing purchases such as points then you would need to be able to provide proof of purchase: https://help.ea.com/en/help/account/how-to-provide-proof-of-purchase/
If making a purchase from an unauthorised seller then there can be a number of issues that we cannot assist with: https://help.ea.com/en/help/faq/where-to-buy-ea-games-v2/
Purchasing EA PC digital games from unauthorized sellers holds a variety of risks. The following information can help you protect your account and yourself.
Our games are sold at various online and in-store retailers across the world, but sometimes these retailers are not all they may seem to be.
Some unauthorized retailers bring risks with each purchase you attempt to make, and they can put your account and personal information in danger. Make sure to protect yourself:
- At best, you might get the wrong product or language version of a game you buy.
- At worst, unauthorized websites may be phishing for your EA Account or payment information. This can result in losing access to your account or fraudulent activity with your payment details.
- Additionally, any illegally obtained games and Product Codes will be disabled by us, and access to the product will be lost.
Darko
Hey @slackeroniuwu I'm going to close this thread as there is nothing more that we can do to assist on AHQ.
If you have purchased the code from an unauthorised seller and have an issue then you will need to contact their support in relation to any issues you run into.
Darko
