Account Compromised-Unwanted Heirloom+ Negative currency blocking progression

Hello, just following up for this thread as I haven't received a response yet.
I'd really appreciate any update or escalation, as the issue is currently blocking normal gameplay progression.
Thank you for your time.

Gimme1LesPaul wrote:

An heirloom was unlocked on my account without my consent.
This is NOT the heirloom I was grinding for over several years.
I had never redeemed my shards before the account was stolen.

Gimme1LesPaul​ Sadly, this cannot be refunded, (or exchanged), as there is no way of doing so.

Gimme1LesPaul wrote:

I also found my account with approximately -20,000 Apex Coins, which now prevents me from purchasing the Battle Pass, prevents me from accessing recolours or progression related to the heirloom and effectively blocks normal gameplay progression.

From what I understand, when your Apex Coins goes into the negative, its usually a result of the Apex Coins being used while a refund was being processed.

Note: Any Apex Coins that you purchase, (or earn), now would be used to "pay off" the negative balance on your account, (which means that if you have -10 Apex Coins and you buy 20 Apex Coins, your balance would be at 10 Apex Coins, (which is annoying for sure)).

As for the other issues:

• You should be able to purchase the Ultimate, (or Ultimate+) version of the Battle Pass as those don't cost Apex Coins, (however, I'm not sure if you could as I've never had my Apex Coins go into the negatives before).
• For the recolors, unless you are buying the required base skin to then craft the recolor, you should be able to use your Legend Tokens to buy the recolors that you own the required base skin for, (however again, I'm not sure if you could as I've never had my Apex Coins go into the negatives before).
• As for Heirloom and normal gameplay progression, how exactly are those being blocked by having a negative Apex Coin balance? 
  
  

Gimme1LesPaul wrote:

restoration of my account state prior to the compromise

Sadly as well, (to my knowledge), any stat alterations cannot be reverted back either.

Gimme1LesPaul wrote:

Any assistance or escalation from a Community Manager would be greatly appreciated.

To be clear, I do not work for EA or for Respawn, (I am a volunteer).

Thanks for your answer even if you do not work for EA.
''For the recolors, unless you are buying the required base skin to then craft the recolor, you should be able to use your Legend Tokens to buy the recolors that you own the required base skin for, (however again, I'm not sure if you could as I've never had my Apex Coins go into the negatives before).''
When I mention recolours I mean the heirloom ones.
''As for Heirloom and normal gameplay progression, how exactly are those being blocked by having a negative Apex Coin balance? '',
since the balance being negative, the game prevents me from buying, the battle pass, which to me is the only way to get the exotic shards that are needed for acquiring the recolours, then is the ''cheapest way'' to unlock apex packs (that means items, and if you are lucky enough, even an heirloom), playing feels kind of pointless without the possibility to unlock new items fast.
The worst thing is that I am not responsible for what happened, just like I said in my post, my account got compromised, and I am paying for someone else's actions...
If I could I would ''pay off'' the balance, the issue is that 20,000 apex coins are almost 200 euros, and of course I am not paying for that.

Gimme1LesPaul wrote:

When I mention recolours I mean the heirloom ones.

Gimme1LesPaul​ Ah... that makes a bit more sense.

Gimme1LesPaul wrote:

since the balance being negative, the game prevents me from buying, the battle pass, which to me is the only way to get the exotic shards that are needed for acquiring the recolours, then is the ''cheapest way'' to unlock apex packs (that means items, and if you are lucky enough, even an heirloom), playing feels kind of pointless without the possibility to unlock new items fast.

I see, sounds like the game wants the "debt" to be repaid first, (which sucks!)

Gimme1LesPaul wrote:

The worst thing is that I am not responsible for what happened, just like I said in my post, my account got compromised, and I am paying for someone else's actions...
If I could I would ''pay off'' the balance, the issue is that 20,000 apex coins are almost 200 euros, and of course I am not paying for that.

Yeah, I don't blame you for not wanting to do that either as $200 euros is a lot!

Hello,

Thank you for the replies i got so far, I appreciate the time taken.

I'd like to respectfully ask for escalation to an EA/Respawn staff member or community manager, as the issue is not about refunds or normal negative balance cases, but about account compromise.

To summarize clearly:

My account was compromised.

An heirloom was unlocked without my consent.

Apex Coins went into a large negative balance during that period.

This permanently blocks battle pass access and progression.

I am not asking for free items, only for a fair resolution, such as restoring the account to its pre-compromise state or remove the negative balance caused by unauthorized activity.

Frontline support has already confirmed they can't handle this case, which is why I was redirected here.

This situation makes playing pointless, the progression and the possibility to unlock new items was taken from me, I would really appreciate a review by someone with the ability to investigate compromised accounts.

Thank's for your time and understanding.

Hello again.
It would be perfect to have an operator capable of investigating such situations, just like I wrote multiple times, playing feels a bit pointless, I would love to receive assistance in my case. 
Thank you for your time.

Hello,
Could someone capable of investigating  compromised account cases possibly reply?
If necessary I am more than avaible to provide more information, I am looking forward for a reply.
Thank's for your time.

Hello again,
I'm writing to kindly follow up on my previous post, as I haven't received any response from someone capable to properly review this situation.
It has now been almost a month, and I completely understand that support teams can be busy. However, this issue is seriously impacting my account, so I would greatly appreciate an update or even just a confirmation that the case is being reviewed.
I am not asking for a special treatment, only for a fair review of what happened during the compromise period and a clear answer regarding wheter anything can be done.
If this needs to be escalated further, please let me know what steps I should take. I am more than avaible to provide any additional information required.
Thank you in advance for your time and assistance. I truly hope this matter can finally receive proper attention.