Inquiry Regarding Retro Pack Issue – No Response from EA HELP for Over 11 Months

Hello, this is my first post. I’m Japanese.

I’ve been contacting EA HELP for the past 11 months regarding a specific issue, but every time I reach out, I’m told things like “we will investigate” or “we’ve forwarded your case to the support team.” However, when I check back later, my case is marked as closed—essentially meaning the support team has abandoned it without providing any proper response.

Here’s the issue I’m facing:

Regarding the Retro Pack, which is supposed to allow players to obtain past Mythic (Heirloom) items, the official description states that “you are guaranteed to receive at least one item you don’t own, or an item of equivalent value.” However, when I purchased the Raiders Retro Pack, I did not receive Watson’s legendary skin or Bloodhound’s emote, which I did not own at the time.

In Japan, advertising that “you are guaranteed to receive an item you don’t own” and then not providing it would be considered illegal. Is this not the case in the United States?

More importantly, regardless of whether it’s legally problematic, is there no compensation for players who actually didn’t receive the promised items?

Whenever I ask EA HELP about this, they just keep saying things like “We’ll check with the investigation team” or “We’re doing our best to support you,” but in reality, they just close the case and ignore it.

If this were a complaint about free content, I might be able to understand to some extent. But in this case, I paid real money, and EA has been ignoring the issue for over 11 months. It’s incomprehensible—and honestly, I’m beyond frustrated.

By the way, since EA HELP wasn’t responding at all, I even sent a reply to @SatoshiRSPN on X (https://x.com/SatoshiRSPN
), but I never received a response there either.

Today, I contacted chat support again, and they told me to ask here in this community. But to be honest, this is clearly an issue on the operations team’s side, and I don’t expect a proper resolution from here either. Still, if anyone has any information or insight, I’d appreciate it if you could share it with me.