Community ManagerHey @Umkindabad,
You can add a reply via your case history page, or by creating a new case using the links in my previous post.
That would show the available contact options depending on your location and the time, we don't have a direct way around this without using those options however.
I see that you haven't heard back yet, please create a new case and contact support again as they will need to address this for you.
I've made two new separate cases for both coin bundles purchased with their respected proof of purchase and closed the initial case since it wasn't going anywhere. I responded to the emails asking me if I still needed help and when I responded to it saying I did, it still marks my cases as "waiting on player" could you give me a step by step guide to the email way as to provide proof of purchase? Or again if there is a potential for a live chat with an employee I can take. I don't have that option appear for me anymore and it would make this a lot easier if I did. Please and thank you. Its seriously confusing and feels almost like I'm being robbed of my coins, it also doesn't help that I have such a short time frame before the event in apex goes away.
Community ManagerHi @Umkindabad,
I do see two created cases that have attachments and are currently marked as receiving updates from you, rather than just "Waiting on player."
That should hopefully mean things are moving along from that initial creation and you're waiting on a review of the situation, please keep an eye out there and you should be receiving a reply to move this process forward.
Could you clarify to me what I'm supposed to do exactly? It says on the EA website that my cases have been updated today, and yet I never got an email reply or anything. Do I simply just sit and wait and hope? Last time I waited 5 days and they auto set my case to fixed without fixing anything, I'm worried that they'll do that again without communicating with me. How am I supposed to respond to them or communicate with support if they aren't emailing me back for days? You seem to be the only person willing to communicate with me about this so I'm really trying to figure this out..
I've yet to get a response. I've provided the necessary information, I've done this many times before. And it just feels like I'm being ignored, how am I supposed to go at this from my position. I already responded to the email asking if I need further help and I responded yes, which prompted my case to go from "waiting on player" to "in progress". And I'm getting nothing, I'm again worried that just like my last case I will be ignored for 5 days!! Just for them to say its fixed and try to close it out. How am I supposed to fix my issues if the support team isn't even remotely communicating with me? I provided screenshots of what I'm seeing. It gives me a prompt to click resume case and yet last time I did that about 5 times begging for a response and still got nothing. So its clearly not that? Do I just have to wait for a response like cross my fingers somebody actually helps me? And not someone who will ignore me and close out my case? I'm not understanding why this has to be so complicated. I need help!
Community ManagerHey @Umkindabad,
Thanks for the screenshots and update.
It looks like your case is in a good status (i.e. In Progress and not Waiting on Player), so at this point you've done what you can and would just need to wait on a reply from support.
I would avoid resuming or adding additional replies to your case unless the status changes back again without a reply, but from what I can see here you've done what's needed.
Community Manager
