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SkyMirage25's avatar
SkyMirage25
5 years ago

Missing Heirloom

So we recently had the Genesis event in Apex Legends, with some cool skins, and the option of purchasing all 24 to obtain the very cool Revenant Heirloom. I was planning on buying some of the skins anyways, so I decided to just purchase all 24 and get the heirloom, since Revenant was one of my favorite characters. However after obtaining all 24 items, I didn't receive the bonus heirloom pack afterwards like I had seen in Kandyrew's video. After getting in contact with EA support and providing proof that I had all 24 items, they told me there was nothing they could do to add it to my account. I inquired multiple times about a reimbursement for the apex coins I spent, but each of their support members I've had has avoided acknowledging that question. 

I was wondering if anyone else has had an issue in not obtaining the heirloom after their purchase, or has any input on what I should do in this situation.

discussion

22 Replies

  • SkyMirage25's avatar
    SkyMirage25
    5 years ago

    So the key is to talk to origin support and not EA? All EA has told me is "we can't do anything", and they proceeded to ignore me 6 different times with different agents if I could receive a refund.

  • EA_Mako's avatar
    EA_Mako
    Icon for Community Manager rankCommunity Manager
    5 years ago
    Hey @SkyMirage25,

    Origin and EA support are the same thing, just to clarify.

    Support is not able to grant heirlooms, so in this case they'd instead direct anyone affected to create a bug report as in the post above so it can be investigated.

    This situation with some people completing the collection event without being granted Revenant's heirloom is on our radar and is being looked into, though we don't have further updates beyond that just yet. Thanks for the additional report there!
  • SkyMirage25's avatar
    SkyMirage25
    5 years ago
    @EA_Mako I was told that no logs are kept for player accounts, but I'd read in the past how players had lost stuff and had it restored. So what I don't understand is how this was done if no logs were kept. I'd think that there would be logs for player accounts based on in game purchases, or for there at least to be a way to restore the apex coins to my account so that I can purchase something else instead, ie: the summer bundles
  • EA_Mako's avatar
    EA_Mako
    Icon for Community Manager rankCommunity Manager
    5 years ago
    @SkyMirage25
    I'm not quite sure why you would have been told that , sorry for the confusion.

    We certainly have logs for player accounts, though just having that information doesn't necessarily allow for just anything to be granted.

    In-game purchases are not something that can be refunded, so in this case I'm afraid it's just a matter of waiting for a fix from our ongoing investigation into this situation.
  • SkyMirage25's avatar
    SkyMirage25
    5 years ago
    @EA_Mako There is no way to reimburse me with apex coins if I didn't receive what I paid for with the coins?
  • SkyMirage25's avatar
    SkyMirage25
    5 years ago
    @EA_Mako When I asked about logs that could show proof that of my in game purchase, I was just responded with that they didn't have the functionality to investigate anything, and it took until the 5th or 6th support member until I was told they'd mark it as a bug report rather than just the same copy and paste message:

    You can also find answers to common questions on our help Center at help.ea.com or ask our community experts by visiting Answer HQ at http://answers.ea.com.
  • SkyMirage25's avatar
    SkyMirage25
    5 years ago
    @SkyMirage25 I was for the most part left in the dark about what to do by the first 5 people, simply telling me there is nothing they can do and not giving me further instruction of what I should do for my issue except for the copy and paste message stated above.
  • E9ine_AC's avatar
    E9ine_AC
    Hero+
    5 years ago
    @SkyMirage25 As Mako has mentioned you will need to create a bug report which will have the issue forwarded to the proper people for an investigation where they can see it was purchased or was not. As for logs nearly every game company as well as anyone online company-wise always has logs/records of all transactions and activity on the account.
  • SkyMirage25's avatar
    SkyMirage25
    5 years ago
    @E9ine_AC I found someone else who has already made a bug report with the same issue, apparently this is already at least somewhat known, but I don't know why it took me 2 days of talking to support for them to tell me that