Lost a lot of items [ Edited ]

[Instinct294]

Hello, I am upset that I lost a lot of items due to my game being rolled back all the way to one year. I had connection issues showing "Where's the network" back in July. They said my files were not saved. I was in contact with a specialist who had to rollback my game and said any items I lost he would assure me they would get it back. Well it has been six months and I kept waiting. I gave him a list of all the things I lost in the game, twice. The most recent update of the game, I have the network issues again and he said it is something on my end, when he dealt with the first time. Now, the specialist left and nothing has been resolved. 

[EA_Arrenai]

Hey there, @Instinct294.

That wait sounds rough. As your case is still active, please keep an eye out for an email update from EA Help and hopefully our specialists will have some more information for you soon.

Arrenai 

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[Instinct294]

It has already been another 2 weeks that has went by and still have not heard from anyone make. It shouldn't take 6 months just to get everything back

[KatrielSimmer]

My guess because its such a big problem they're still figuring it out, maybe send them an email just to clarify you still need help? I know there is so much going on at the moment it could have been hidden in the pile of new help requests, I imagine their inboxes are full!

[EA_Arrenai]

Hey there, @Instinct294.

Could you check your email again? One of our specialists, Lillian, contacted you with some options last week, around January 2nd. If you could review the information there and reply back, she'll be happy to help where she can.

Arrenai 

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[Instinct294]

I never received the email, I checked my inbox and spam/trash folder. Can you have her send the email again? I have been in contact with specialist named Herrick E. since July to December and he is aware of everything. When I told him I was getting the connection problem again, he stopped talking to me and it was a different person. The first time it happened, he said my saved files were corrupt, and it is probably the same thing again. 

[EA_Arrenai]

Hey there, @Instinct294.

If you check your case status, are you able to see the information there?

To get to your case status:

1. Visit https://help.ea.com
2. Sign in with your account
3. From the top of the page, click the Accounts menu and select My Cases
4. Click on your case with the specialists

If you're still not seeing her response, please let me know.

Thanks!

Arrenai 

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[Instinct294]

I still don't see her response. It doesn't have any active cases

[EA_Arrenai]

Hey there, @Instinct294.

I sent you a message with some next steps you can take. When you get a moment, please check your AHQ Inbox. We look forward to helping out.

Arrenai 

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