Apex Negative Balance Increased After Paying (Microsoft Payment Complete)

Hi everyone,

I really need help with a negative balance issue that’s been going on since my Xbox account was hacked in August.

After I recovered my account, the hacker’s purchases left me with a -9,800 Apex Coins balance. EA Support told me the items couldn’t be removed and that I’d need to pay off the balance if I wanted to make new purchases.

I’ve been slowly paying it down — and as of late September, I made another payment of $35 worth of Apex Coins on September 29, 2025, through the Microsoft Store. That transaction shows as “Completed” in my Microsoft order history and was never refunded.

My Apex balance correctly dropped to around -3,150, but two weeks later it suddenly jumped back up to -7,500 for no reason. I verified again that the Microsoft transaction was never refunded or reversed.

I’ve opened multiple EA Help cases (#222331645 and #222206221), but I haven’t gotten any updates or a resolution. I also spoke with EA_Mako, who mentioned that a refund might cause the balance change — but since my payment was not refunded, that doesn’t seem to apply.

Could someone from the Studio or Billing team please take a look at this? It seems like the payment didn’t sync correctly between Microsoft and EA’s system, and I’ve effectively lost the $35 I spent trying to fix my balance.

I have screenshots of my Microsoft order history showing the completed purchase if needed.

Thank you for any help or escalation on this — I’ve been trying to resolve it for months now and would really appreciate it.