If our live support team has advised that they cannot give you a time frame for a response @td99 then the best thing to do is to be patient and keep an eye on your email for a response from the tea
February - last edited February
@EA_DarkoMy frustration with the lack of updates on my case stems from the fact no expectations have been set on when it should be finished or the average time that it takes for these cases to be resolved. I submitted this on 1/30 so its been well over two weeks now and multiple advisers have told me to be patient in that time. Can you at least tell me what the avg time is for these sorts of cases to be resolved?
I've had exactly the same thing happen around 25th Jan with a similar amount of coins. I've called several times and been told exactly the same thing, cannot speak to anyone in the relevant department and just have to wait because there is a queue and if i call in it can put me further back in the queue. The way i understand it is there are so many people being hacked that ea aren't even able to respond to them in a reasonable timeframe, either that or they are simply not prioiritising affected customers. I am going to sit here and wait a few more days and then consider raising a complaint. Paying 80£ for a Game that's only relevant for 9 months it's appaling that they can't give good customers service within that timeframe. If you want to raise a complaint i believe you have to write to one of these- Legal Disputes
207 Redwood Shores Parkway
Redwood City, CA 94065
For Europe, Russia, and South America, ask the player to send a written description of their dispute to:
Electronic Arts Limited,
Surrey GU1 4TN
For the Asia-Pacific (APAC) region, ask the player to send a written description of their dispute to:
11 North Buona Vista Drive,
#13-10, The Metropolis, Tower 2,
I have the same problem! My account was hacked on Saturday (March 6th) and 3 million coins were stolen from my account. On Sunday I reported the incident and on Monday they told me that the investigation would not last long, since then I have not received any news. I bought fifa every year and it is the first time I suffer from this and I did not expect it to last so long and their support to be so slow. The game is installed in vain now on ps4 because ultimate team is the only way I play and I no longer have players in the club to play with (being sold by the hacker).