Forum Discussion

3 years ago

Solved

Missing Apex Coins Xbox One

Hello,

I have been attempting to work on a case with support since March 9th. I purchased 2 sets of coins on March 8th and never received either set. I assumed it was a temporary issue but they never appeared. I have raised multiple cases after support has closed my case multiple times without explanation. I finally called support and after being hung up on twice I was told that they could not verify that I did not receive the coins and the agents higher ups declined to resolve my case. I was told to contact support via email when I requested this in writing so I could pursue a refund through Microsoft. I see that other platforms have reported issues but I do not see any indication of a resolution for my platform. What can I do to receive support on this matter?

Thank You

EA_Mako
3 years ago
Hey @TechMunchies,

An earlier issue some ran into with those Apex Coins has recently been corrected, though if you're still not seeing your coins after relaunching the game, I'm afraid you would need to reach back out to speak with support again as we're unable to make any changes via the forums.

Support will need to verify this proof of purchase information so please be sure to have those screenshots available when reaching back out.

You can find more information on how to reach support over at the EA Help website.

3 Replies

EA_Mako
Community Manager
3 years ago
Hey @TechMunchies,

An earlier issue some ran into with those Apex Coins has recently been corrected, though if you're still not seeing your coins after relaunching the game, I'm afraid you would need to reach back out to speak with support again as we're unable to make any changes via the forums.

Support will need to verify this proof of purchase information so please be sure to have those screenshots available when reaching back out.

You can find more information on how to reach support over at the EA Help website.
TechMunchies
3 years ago
@EA_Mako wrote:
Hey @TechMunchies,
An earlier issue some ran into with those Apex Coins has recently been corrected, though if you're still not seeing your coins after relaunching the game, I'm afraid you would need to reach back out to speak with support again as we're unable to make any changes via the forums.
Support will need to verify this proof of purchase information so please be sure to have those screenshots available when reaching back out.
You can find more information on how to reach support over at the EA Help website.
Thank you for responding. Support is saying they are unable to validate the information that I provided. I am at loss as to what more I can provide I have sent the information multiple times. I have been purchasing content for Apex since 2019 without issue the one time I ask for assistance this is the response. I am not satisfied that I am out $180. I appreciate any additional instruction you can provide.
EA_Mako
Community Manager
3 years ago
Hey @TechMunchies,

From what I'm aware of, some continued discussion was taking place around this situation and it may just be taking a bit longer to fully clear up for some that were affected, sorry for the trouble.

Please hang tight and those should be showing up for you shortly. I don't have a more specific ETA for you I'm afraid, but if you're still not seeing anything within the next 72 hours or so please let me know and I'll give things another poke if need be.