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Re: ticket (with correct ea wf), im still waiting more than 1 week any reply/new

by EA_Arrenai
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ticket (with correct ea wf), im still waiting more than 1 month any reply/new

[ Edited ]
★★★★ Novice

hello all,

months ago my swgoh account was stolen. He transfered my ally code to other gmail account and remove it from my gmail account.

I was doing the correct ticket workflow (from EA), and they confirmed me that the stolen ally code are mine (with purchasing and confirm purchase emails proofs), and they tell me that my ticket was moved to specialist department and that they will conect me.

The problem is that I have been waiting more than 1 week and I dont receive any news about my incidence (status, any email, etc.).

How much average time are to resolve any security incident (re-transfer accounts, etc.), because is rare that anybody not contact me.


The ticket are "in progress" status (#60573062)

Thank you.

Message 1 of 15 (801 Views)
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Re: ticket (with correct ea wf), im still waiting more than 1 week any reply/new

Hero

Hey @LordRalux,

due to the current situation (coronavirus) EA has limited its Support. Therefore it takes longer than usually. But every case will still get attention and taken care of as soon as possible. So I ask you for a little bit more patience.

This is a difficult time. I hope we can soon return to normality!

Regards.

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Message 2 of 15 (737 Views)
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Re: ticket (with correct ea wf), im still waiting more than 1 week any reply/new

[ Edited ]
★★★★ Novice

Thank you very much for your reply @CEO_Rago !

ok, I understand the limitation of support for this situation.

 

The problem is that I saw that my ally code was sold to other person in this website:

 

CM Edit: Removed link

 

So, the robber was stole my ally code and are trying to scam, with my ally code, to other people 

 

I noticed it to ea support (for that they temporary "lock" my ally code or something), but I dont receive any email about it, only that my ticket still "in progress".

 

I hope that I can receive of EA support any news about my issue in this week.

Thank you very much for reply me!

 

 

  

Message 3 of 15 (711 Views)
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Re: ticket (with correct ea wf), im still waiting more than 1 week any reply/new

Hero

Hey @LordRalux,

sorry to hear that. But as soon as your case gets resolved and you are back in possession of your account, it won't matter if your account had been sold off.
Please don’t reopen the case because each time you reopen your case it resets your position in the queue to be worked.

Regards.

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Message 4 of 15 (670 Views)
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Re: ticket (with correct ea wf), im still waiting more than 1 week any reply/new

★★★★ Novice

Hello @CEO_Rago 

 

Ok I understood, I will not reopen the ticket.

Two days ago ea support wrote me (in english) asking a few information about the issue (I suppose that now are working on it).

I hope be able to recover my ally code with my progress..
Thank you very much!

 

 

Message 5 of 15 (636 Views)
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Re: ticket (with correct ea wf), im still waiting more than 1 week any reply/new

★★★★ Novice

Hi again @CEO_Rago ,

Actually I dont have reply of ea support since 3 weeks ago (really the begin of incidence was months ago), the status still to be the same "in progress", but i dont receive any news about my ticket (only a little reply where they asked me a little info, but no more). So I am confused if really they are working in my ticket.

Exist anyway to look what is the real process of my ticket? 

Thank you very much,

Message 6 of 15 (541 Views)
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Re: ticket (with correct ea wf), im still waiting more than 1 week any reply/new

Hero

Hey @LordRalux,

sorry to hear that Frown.

I will ask a Community Manager about your case and then we‘ll get back to you.

The offices are closed until Monday, so I am afraid that it won’t be possible to get a reply today.

 

Regards.

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Message 7 of 15 (517 Views)
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Re: ticket (with correct ea wf), im still waiting more than 1 week any reply/new

Community Manager

Hey there, @LordRalux.

 

I took a look and it looks like your ticket is escalated and in the right place. It can take some time for escalations, so thanks for your patience so far. Just keep an eye on your email for updates as they're made available.

 

Arrenai Cat


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Message 8 of 15 (503 Views)
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Re: ticket (with correct ea wf), im still waiting more than 1 week any reply/new

★★★★ Novice

Hi @CEO_Rago @EA_Arrenai 

 

Thank you very much for your fast replies and help!

Ok, I will wait an email reply about my ticket status, I hope that it can to be resolved as soon as possible.

Again, thank you very much!
Regards.

Message 9 of 15 (496 Views)
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Re: ticket (with correct ea wf), im still waiting more than 1 week any reply/new

★★★★ Novice

Hi @EA_Arrenai,

Im still waiting any reply about my issue. Its possible to check what is the status of my ticket?


I am looking that, since 3 days ago, my stolen ally code dont have activity (possible the thief was banned of my ally code). But I am no receiving any news (1 month waiting for something).


Exist the posibility to check that is the real status of mi ticket?
Thank you very much for your help.
Regards.

Message 10 of 15 (344 Views)