How EA Live Support Systematically Lies to and Fakes Cases for Paying Customers
Hello everyone, EA_Leeuw EA_Lanna EA_Edu EA_Mako
I am creating this thread because my account has been completely bricked by a server-side Cross-Progression glitch, and EA’s Live Chat/Phone Support is actively manipulating and closing tickets to avoid doing their jobs. I will attach all screenshots to this post as absolute proof of this disaster.
The Technical Issue:
My account is permanently stuck in "Queue: 1" whenever I try to play Apex Legends on my PS5. Another account on the exact same console and network works perfectly, which proves with 100% certainty that this is a server-side database issue tied directly to my specific EA ID profile (RixxFixxFire1717).
The origin of the bug: I previously had a PC ban that was officially investigated and lifted by the Terms of Service (ToS) team. However, due to the cross-progression system, the old PC matchmaking or Easy Anti-Cheat sanction flag remains physically stuck deep in the backend database. It is falsely blocking my console profile from matchmaking. This is an individual database conflict that ONLY a database administrator or senior technician can fix with a manual profile resync.
The Support Nightmare (Chronological Proof in Screenshots):
Instead of getting actual technical help, I have spent days trapped in a manipulative loop with front-line support agents who clearly operate out of outsourced call centers, focusing entirely on their internal closing quotas rather than solving player issues.
The Phone Call & Preeti (Chat 1): I called phone support, and the agent promised me that the issue was officially escalated to the specialist team. However, the ticket status remained stuck on "Waiting on Player". When I questioned this in chat, the advisor Preeti blatantly lied to me, claiming: "Waiting on player means in progress" (See Screenshot). Anyone who knows basic ticketing systems knows this is false—if left like this, the system auto-closes the ticket after a few days due to player inactivity.
The Fake Closure: When I called them out on their system limitations, the ticket status was manually changed from "Updated by Customer" to "No solution available" within exactly ONE MINUTE (See Screenshots at 12:34 PM and 12:35 PM). They literally closed my open ticket as unfixable just to get it out of their active queue and save their call center metrics!
Anurag & Aditya (Chat 2 - The "Dedicated Queue" Scam): I forced the case open again. The agent Anurag transferred me to a supposedly "dedicated queue" to review my account. Aditya took over.
The "Feedback" Trick: After explaining the database issue, Aditya tried the oldest trick in the book: he claimed he would report my individual, game-breaking account issue as a general "bug report on my behalf" and told me to go to the forums to "upvote similar feedbacks" so it gets highlighted (See Screenshots).
When I explicitly told him to stop misrepresenting my bricked account as simple game "feedback" and asked a direct Yes/No question whether this specific ticket (#243866256) would remain open for a Senior Technical Specialist, he completely ignored my question. He copy-pasted the exact same automated script a second time, stating: "I won't be able to promise you any time frame... as this will be investigated by our game team."
Why I am posting this here:
Front-line support agents do not have the database access required to clear stuck server flags. However, by falsifying case statuses, calling account-breaking errors "feedback," and forcing tickets closed as "No solution available," they are actively gatekeeping and preventing paying customers from ever reaching an actual EA/Respawn technician.
I am tracking this under Case ID: #243866256.
I need a Community Manager or Forum Moderator to escalate this thread directly to the actual technical engineering team at Respawn/EA to manually clear the stuck matchmaking flag on my EA ID. Has anyone else managed to break through this call-center barrier and get their database profile resynced?
