FYI, I opened case # 40219277 with EA on Monday and chose the option to receive a call from support. A few minutes later I got a phone call and I explained the issue in detail to the rep. He got a technical support person on the line and we tried to recover my account which turned out to be unnecessary. Basically the issue persisted. Surprisingly the rep had not talked to anyone else who had reported this issue so I let them know that there were hundreds of people complaining about it on this forum as well as nbalivemobile.gg.
He was able to pull up this thread and others and found that several of his peers were talking with other customers reporting the same issue. At the end of the day they stated that this issue had to be sent to developers for resolution which they did.
The two biggest points of frustration for me are:
1. The standard timeframe for the developers to review and fix the issue is 5 business days however I didn’t find that out until I requested a call back again today.
2. The rep today informed me that i requested a call back through the case I opened yesterday. Apparently when you do that it pulls the case back from the developers and starts it over. He said that in order to get an update without impacting the progress of an inflight issue you have to open a new case and in the notes you state you are following up on an open issue. In other words, I cost myself an extra day by requesting a call back on my open issue.......
Lastly, I informed the rep today that I had bought NBA cash yesterday morning before this issue happened which I used to purchase mobile madness packs so I could complete the JJ Redick 96 OVR set. Unfortunately I did not have time to complete the sets before the app started crashing. Now the Mobile Madness set is closed and I basically wasted that money. So I asked for a refund or asked that they at least add the NBA cash back to my profile. They said that in order to make that happen I would have to submit the request through Apple because they manage the in app purchases on IOS devices. I have not done that yet but I suspect them to tell me I have to address this with EA (ie I expect to get the run around). We will see........Frustrating to say the least.
