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.
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.
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:
restoration of my account state prior to the compromise
Sadly as well, (to my knowledge), any stat alterations cannot be reverted back either.
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.
When I mention recolours I mean the heirloom ones.
Gimme1LesPaul Ah... that makes a bit more sense.
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!)
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!
