Forum Discussion

4 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 a...

discussion

EA_Mako

Community Manager

4 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

4 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
4 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
  Hero+
  4 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
    4 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
- DarthValtrex
  Hero (Retired)
  4 years ago
  @SkyMirage25 They are trying to tell you to be patient and let them investigate the situation and look for a solution. Please just be patient and give their team time to investigate it.
  - SkyMirage25
    4 years ago
    Just some confusion as to how it was fixed for some people but not all, it's kind of frustrating when you have to wait weeks for a purchase that was supposed to be instant after spending over 100 bucks on it.