I wrote a case for support, where i explained that my account was hacked and cheated on. (A simple IP login would reveal so).I wrote them at 16th January, and to this day was not contacted back. I've experienced many different support systems but this one is beyond me... Honestly unbelieveable.

Hi there, @Bad-aim-sorry-xd. The reason you're not getting a response is that you resumed the case. That pulls it from the queue so it won't be investigated. If you want an update on a case, it's best to either create a new one or contact our support through Twitter (@EAHelp) or Facebook (facebook.com/eahelphub). A new case can be opened here. Try using one of those methods to get in touch with support so they can get your case back to the right queue. Thanks!

@EA_AljoI didnt resume the case. I always open new ones. Trust me I have been dealing with this for 3 months I know the ins and outs of the cases lol. I created a new one back on 1/19/21. Then I created 3 different ones on 1/23 and 1/28. I made different ones trying to get a hold of a higher up or someone. To no avail. Dont worry I am documenting everything. This is the most ridiculous thing ever.I would also like to point out that at no point does anyone ever really escalate. This man hasnt had his account since the 16th of January and I havent had mine since Dec thru no fault of our own. Any other billion dollar company would be rushing to fix things. Even Mcdonalds employees have more empathy. Alio I dont know you but I hope you are letting someone know about stuff like this.

@Midnight9746 You have done more than they have thats for sure..thanks brother

@darkersilver Might be related to your issue.

@EA_Aljo Already tried all those options. Everyone keeps saying talk to an advisor...all they do is send you to TOS. As a community team member dont you guys report to anyone? Can you report "There are players who are losing their accounts or can we at least look into this" Its not just me, Ive seen many posts where this is happening. Im sure alot of people dont even post about it. Having your account lost for months is beyond frustrating my friend and even more so is that no one doing anything. I have sent msgs on facebook, twitter and Instagram. Shouldn't have to work this hard to get my account back when its you guys that made the mistake. Anyway is clear you guys dont care

Support not responding | EA Forums

18 Replies

EA_Aljo
Community Manager
5 years ago
Hi there, @Bad-aim-sorry-xd.

The reason you're not getting a response is that you resumed the case. That pulls it from the queue so it won't be investigated. If you want an update on a case, it's best to either create a new one or contact our support through Twitter (@EAHelp) or Facebook (facebook.com/eahelphub). A new case can be opened here. Try using one of those methods to get in touch with support so they can get your case back to the right queue. Thanks!
Midnight9746
Hero+
5 years ago
@darkersilver Might be related to your issue.
darkersilver
5 years ago
@EA_AljoI didnt resume the case. I always open new ones. Trust me I have been dealing with this for 3 months I know the ins and outs of the cases lol. I created a new one back on 1/19/21. Then I created 3 different ones on 1/23 and 1/28. I made different ones trying to get a hold of a higher up or someone. To no avail. Dont worry I am documenting everything. This is the most ridiculous thing ever.
I would also like to point out that at no point does anyone ever really escalate. This man hasnt had his account since the 16th of January and I havent had mine since Dec thru no fault of our own. Any other billion dollar company would be rushing to fix things. Even Mcdonalds employees have more empathy. Alio I dont know you but I hope you are letting someone know about stuff like this.
darkersilver
5 years ago
@Midnight9746 Nope
Midnight9746
Hero+
5 years ago
@darkersilver I see, well since I'm not support or have any control over fixing the issue, I'll leave it to the EA team.
darkersilver
5 years ago
@Midnight9746 You have done more than they have thats for sure..thanks brother
EA_Aljo
Community Manager
5 years ago
@darkersilver

I'm really sorry for the frustration. Unfortunately, we can't help with this through Answers HQ. You'll need to either chat with an advisor, speak with them on the phone, use Twitter or Facebook support. Since opening a case isn't working out for you, it might be good to try Twitter or Facebook. They can give you the latest information on your case.
darkersilver
5 years ago
@EA_Aljo Already tried all those options. Everyone keeps saying talk to an advisor...all they do is send you to TOS. As a community team member dont you guys report to anyone? Can you report "There are players who are losing their accounts or can we at least look into this" Its not just me, Ive seen many posts where this is happening. Im sure alot of people dont even post about it. Having your account lost for months is beyond frustrating my friend and even more so is that no one doing anything. I have sent msgs on facebook, twitter and Instagram. Shouldn't have to work this hard to get my account back when its you guys that made the mistake. Anyway is clear you guys dont care
EA_Aljo
Community Manager
5 years ago
@darkersilver

I can't discuss issues with your account here. I'm very sorry. If advisors keep sending you to ToS, it would be due to action being taken on the account. In that case, the only thing you can do is submit a dispute.
darkersilver
5 years ago
@EA_Aljo I wouldnt be on the forums is the dispute worked. Have you spoken with anyone about this? It would be a massive help if you could speak on our behave seeing as you are a community manager. This issue needs addressing.