Forum Discussion

yolo5521's avatar
yolo5521
New Novice
2 months ago

Negative Balance Increased After Refund – Studio Escalation Needed

In August my Xbox account was hacked and my dad’s card was used to buy items in Apex Legends. I recovered my account via Microsoft and my bank refunded all unauthorized charges.

In Case 222331645, an EA agent told me the hacker’s items cannot be removed and that I would need to pay the negative balance. I began paying it off gradually, including $35 in Apex Coins. My balance stabilized at -3150.

Two weeks later it jumped back to -7500 automatically, taking back my $35 payment. In Case 222206221, an EA agent promised to escalate this to the Studio team, but no action or update has been provided.

This is not an Xbox issue. The $35 purchase went through successfully on September 29. I need either the negative balance restored to -3150 or the hacker’s items removed and my payments refunded. Please escalate to the Studio team and provide a timeline.

Reference Cases: 222331645, 222206221

missing content
xbox

3 Replies

  • EA_Mako's avatar
    EA_Mako
    Icon for Community Manager rankCommunity Manager
    31 days ago

    Hey yolo5521​,

    I see you mentioned the later purchase went through back on September 29. Just to be sure, if you take a look back at that transaction now, is that purchase still showing complete? We'd just want to be sure that wasn't later refunded after the fact, as that's typically what would cause the (further) negative balance.

    If that payment is still showing complete and an advisor mentioned they would escalate this, you'll need to reach back out to them for any further updates. I'm afraid this is not something we're able to verify or assist with via the forums.

  • yolo5521's avatar
    yolo5521
    New Novice
    31 days ago



    Thanks for replying. I checked my Microsoft order history again and the 35 dollar Apex Coins purchase from September 29 is still completed and was never refunded. Two weeks later my Apex balance jumped from Negative 3150 to Negative 7500 for no reason. I have already made multiple EA Help cases about this 222331645 and 222206221 but no one has fixed it or updated me. Could you please forward this to the Studio team because the payment went through but the balance changed afterward.

  • yolo5521's avatar
    yolo5521
    New Novice
    29 days ago

     

    Hi EA_Mako,

    Thanks again for replying earlier. I just wanted to follow up since I haven’t heard back.

    I rechecked my Microsoft account, and the $35 Apex Coins purchase from September 29, 2025, still shows as Completed — it was never refunded or reversed. Despite that, about two weeks later my Apex balance went from -3,150 back up to -7,500 for no reason.

    I already have two open EA Help cases about this (#222331645 and #222206221), but neither has been resolved. Support keeps telling me to “wait for escalation,” and nothing happens.

    Since this looks like a backend issue (the payment clearly went through but wasn’t reflected in my Apex balance), could you please escalate this to the Studio or Billing team on my behalf? I can provide screenshots from Microsoft showing the completed payment if needed.

    Thanks for your time — I just really want to get this fixed since I’ve been paying off the balance legitimately and this error reversed my progress.