Forum Discussion

3 years ago

Solved

Where are my APEX coins

I paid $35 for apex coins and sent in a case file to support 4-5 days ago, and no one contacted me in 2 days, so I go back to check and it says my case was closed, without me actually closing it. Then I reopen the case and no one, again contacts me. I’m going through all the support channels, but it’s ridiculous that I have to go through back ways to try and get my Apex coins or a refund. Please, don’t give me another automated response, I’ve been through 5 days of them. I need support from an actual live agent. I’m currently on the Chat hotline, which by the way is not an option for missing apex coins, and I find that utterly ridiculous. Can someone please help me with my case? I have my case numbers and all that stuff, no one has been in contact with me and it has been extremely ridiculous that help has not been given at this point.

EA_Mako
3 years ago
@Webslinger429

This would need to be handled by the support team I'm afraid, though aside from the standard contact options here you can also reach out through Twitter or Facebook if you use either of those.

That team should be able to get this sorted for you similar to a live chat, however I unfortunately don't have any information on what sort of wait time you may be looking at there in comparison to the live chat.

6 Replies

EA_Mako
Community Manager
3 years ago
Hey @Webslinger429,

Sorry to hear it's taken so long to have this looked into. I do see you've reopened the original case as well as starting a new case.

Just to clarify, were you able to get through to that live chat? As we're unable to make any changes via the forums, that will be the best way to get this fixed up.

The availability may change slightly depending on your location, the time, and which options you've selected when creating a case, however I am currently seeing chat as an option when using the Apex Legends | Xbox Series X | Orders | Order not received selections on this page.

If you prefer our other support options would be to speak with them over Twitter or Facebook instead if either of those would be easier.

As long as you have these specific screenshots available when reaching out, they should be able to take a closer look to help clear this up, thanks!
Webslinger429
3 years ago
I am still on the waitlist to get in contact via live chat, and i did use the Apex orders in order to get access to the live chat feature. I did see it said a 74 minute wait, so I'm just waiting for the line to open. I appreciate you reaching out to contact me, it makes me feel better that i at least have been seen. And I do have the specific screenshots ready as well as any extra they may need.
EA_Mako
Community Manager
3 years ago
@Webslinger429
Good to hear, glad you were able to get in the queue!

It may be worth a quick check of any pop-up blockers you may use so the chat isn't missed when it connects, but they should be able to straighten this out from there.
Webslinger429
3 years ago
@EA_Mako
I'll keep that in mind. I don't know if there's a faster way to get my issue fixed, like I said I've waited about a week for this issue to be fixed, and I've been waiting almost 2 hours to be in contact with a live agent, is there a faster way I could get this resolved? Because at this point, I may try to contact the Better Business Bureau to try and get this issue fixed.
EA_Mako
Community Manager
3 years ago
@Webslinger429

This would need to be handled by the support team I'm afraid, though aside from the standard contact options here you can also reach out through Twitter or Facebook if you use either of those.

That team should be able to get this sorted for you similar to a live chat, however I unfortunately don't have any information on what sort of wait time you may be looking at there in comparison to the live chat.
Webslinger429
3 years ago
@EA_Mako
I appreciate you letting me know.