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ynzydzbmew75's avatar
ynzydzbmew75
3 years ago

Missing Apex Coins - Stuck with Support Case

EA support is a scam, and a company this large should be held legally accountable when stealing customers money. I have read many many many many other stories with a similar ending. In my case, I purchased $20 worth of apex coins 2 weeks ago, and received 0 apex coins. No problem contact support immediately! I was told to wait 24 hours so I did, still no help. 2 weeks later, after sending screenshot proof multiple times, and having the hassle of dealing with this, many emails between a few different supports… STILL NO COINS… or refund.. 

this isn’t even mentioning the fact my old account got erased by EA with no explanation or anything, and even though I have email proof the account existed, traceable evidence, and all the receipts for the over $200 I spend on that account they won’t help me get my stuff back. All of the supports I have had have been rude. 

long story short, if you pay for something and don’t get it, or lose all progress with no warning, don’t even waste your time contacting support they won’t help you. 

(CM: Edited to update thread title to match issue)

1 Reply

  • EA_Lanna's avatar
    EA_Lanna
    Icon for Community Manager rankCommunity Manager
    3 years ago

    Hi @ynzydzbmew75, 

    In terms of proof of purchase, generally when the support team share they can't proceed with the claim it's because the proof of purchase didn't meet the criteria or wasn't legitimate. So, the best thing to do is make sure the contents contained in the images you're submitting match the specifications outlined in this EA Help article: "How to provide proof of purchase": 

    For example, for Steam purchases, note how it calls out what's needed in each screenshot: 

    @EA_Help wrote:

    Make sure the following information is clearly visible:

    • Web address bar/page URL
    • Product Code (if you got one)
    • Description or name of product you purchased
    • Confirmation number (Transaction ID or Invoice)
    • Email address (if possible)
    • Username
    • Date and time of the purchase
    • Price paid

    ^ that includes making sure that the screenshot is a full-screen, desktop image of the internet browser clearly showing the web address bar and page URL as outlined here:

    @EA_Help wrote:

    Provide a screenshot of the details from your Steam transaction history and a screenshot of the confirmation email you got when you bought the game. Both should be full-screen, desktop images.

    We do not accept a screenshot of the Steam app as proof of purchase, so please make sure that the screenshot is a full-screen, desktop image of the internet browser clearly showing the web address bar and page URL.

    Any edits or cropping would automatically disqualify it from passing those checks. Notice how it specifies 'desktop' also, this means images taken through the phone or with a phone camera wouldn't meet the criteria they need. Try using the print screen button to get the full page in instead of a snipping tool for example to capture the full desktop page. The EA Help team have shared visual examples in that guide of what your screenshot should look like if the criteria is followed exactly: 

    Steam transaction history page.Steam purchase confirmation email.

    Thanks, 

    EA_Lanna