Community ManagerI understand how frustrating this situation is, and I want to assure you that your concerns are being heard.
For compromised account issues, EA Help is the only team equipped to investigate and resolve them securely. I know it can be discouraging when support feels hard to reach, but contacting EA Help is truly the only way to get this resolved.
That said, response times may be a bit longer than usual right now due to the recent beta game releases, which have increased the volume of support requests. So I suggest that you follow the steps provided by Midnight9746.
I don't believe you read my post either, as I have clearly stated in my original post. I HAVE followed all the steps of EA support suggestions. I have started MULTIPLE cases for account hacked situation with NONE of the cases actually showing up in "My cases" section. I Have requested MULTIPLE Ban appeals with not one single acknowledgment from EA support that they have even received the appeal.
Response times are a "bit longer" !? I have been reaching out for 4 MONTHS! That is not a "bit longer" that's downright neglect of your customer! Im sure there was time before your "beta game releases" to take 20 minutes out of one person's time on the support team to verify the account has been hacked and to unban the proper player!
This company is so dang big with how many popular games released and yet they don't have money to hire a proper support team?? They didn't even spend a little bit to outsource to a dang call center in India like every other company does! From what I can piece together is most of the support staff or any staff for that matter are probably from Spain or Mexico anyways.
You don't even have a number to call for support! Your live chat option is either always down or has a wait time of 300+ minutes! Even then I have been on the live chat waiting Q for the past week! You don't have an email for customer support and all your options for cases and appeals seem to be out of order or downright ignoring everyone.
Im frankly fed up and I'm sure a large portion of the EA community is to. Do we have to start instigating a mass negative review on the EA company just to get any results? Because I'm sure we will definitely get some traction considering all the hackers are getting personal information from us and credit card information from our accounts meaning you definitely don't have a strong cyber security team. Do we have to start seeing the company to get results? Is that what it takes for you to finally start helping your own customers?
Your move EA.
Community Manager
