Community ManagerHey 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.
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.
