BF6 Season 1 battle pass compensation missing

I was one of the users affected by EA's app not working during BF6's launch. While very frustrated at first, I was happy when they announced that affected users like me would be getting Season 1's battle pass as compensation. 

Unfortunately, like many users here, I never got the promised compensation. I've opened multiple tickets with EA support and they were unable to resolve it. They told me to post to the forum, despite multiple users never getting help on similar threads. So, I am posting here.

To show what I went through with support, here is the log of my last support interaction with EA. No edits made (other than blanking out sensitive info), just copied and pasted: 

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Automated text: We're connecting you to an agent. Your estimated wait time is 1 minute. • 9:32 AM
Alpesh N joined • 9:32 AM
Automated text: Hello! Thank you for contacting us. An agent joined the chat and will assist you now. This chat will close automatically after 10 minutes of inactivity. You can restart it at any time, but you’ll be redirected to another advisor. Don’t worry, you won’t have to re-explain your issue.

Alpesh: Thanks for contacting EA. Myself Alpesh. Nice to meet you. Hope you are doing good. How may I assist you today? • 9:32 AM

Me: Hello Alpesh! I am one of the users that was affected by EA's app not working when Battlefield 6 launched. EA promised to give me Season 1's battle pass for free. (See screenshot.) I still do not have it. The game still says I need to buy it. Can you help me?
G28FKKnbEAAhiG5.png • 9:35 AM

Alpesh: No worries! I will help you with your issue after checking my resources. May I know the email registered with your EA account? • 9:35 AM

Me: Thank you! My email is ******************** • 9:35 AM

Alpesh: Would you mind if I put this chat on hold for 4 minutes so I can verify the details with my team. • 9:36 AM

Me: No problem • 9:36 AM

Alpesh: I am going to transfer your chat to our dedicated queue. The team there will review your account and assist you with your case. May I proceed with transferring your case? • 9:36 AM

Me: Yes • 9:37 AM

Automated text: Transfer requested at 9:37 AM. We're connecting you to an agent. Your estimated wait time is 1 minute. • 9:37 AM

Automated text: PRERNA J joined • 9:37 AM

Automated text: Hello! Thank you for contacting us. An agent joined the chat and will assist you now. This chat will close automatically after 10 minutes of inactivity. You can restart it at any time, but you’ll be redirected to another advisor. Don’t worry, you won’t have to re-explain your issue

Prerna: Hey, it's great to meet you! I hope you're doing well. How can I help you today? • 9:38 AM

Me: Hello Alpesh! I am one of the users that was affected by EA's app not working when Battlefield 6 launched. EA promised to give me Season 1's battle pass for free. (See screenshot.) I still do not have it. The game still says I need to buy it. Can you help me?
G28FKKnbEAAhiG5.png • 9:38 AM

Prerna: Don't worry! I'll try my best to work toward a resolution for you & provide helpful information. Could you please help me with the EA account email and the EA ID. • 9:39 AM

Me: Thank you! My email is ****************** and my EA ID is J5_Hotlead • 9:40 AM

Prerna: Thanks so much for sharing that information. Let me take a moment to check that for you. • 9:40 AM

Prerna: Thanks for your patience. • 9:44 AM

Me: No worries • 9:45 AM

Prerna: So as I check I want to inform you that team have already resolve this issue a way back around 2 to 3 weeks ago and all the affected player have already get there rewards in there account. I am so sorry if you are unable to get it but unfortunately we are unable to add automatically the rewards to your account. As an advisor we don't have an option on our end.
But yes what y0ou can do is that you can post the isssue on the EA forums and I can share the feedback with the team so that they can check it once. • 9:45 AM

Me: I reached out about this issue about 2 weeks ago. Never got it solved. I am an affected player and I never got the rewards to my account. How can you resolve this for me?
Untitled.png • 9:50 AM

Prerna: I do understand that and there are many player so to those I am redirecting to the player to the forums. So I request you to post it there. • 9:52 AM

Me: I have seen so many threads there that never get answered. Players keep checking in on those threads asking if they got their rewards and they keep saying no. If you can't resolve this, could you connect me to someone who can? • 9:54 AM

Prerna: I understand it's frustrating to feel passed around when all you need is help. I’d feel the same way if I were in your shoes. I assure you that the information I have provided is 100% authentic. • 9:54 AM

Me: I'm sure your information is authentic. It's also 100% authentic that I was an affected player and I never received my rewards. What can you do to resolve this? • 9:56 AM

Prerna: See as an advisor the information that I receive from the above team I have share that to you as for further update I can only let you now to contact the Forums and We're the highest authority available here on the live chat and all of us are trained in the same manner, If you'll talk to someone else, they'll also provide the same information to you that is given by me. • 9:57 AM

Me: If you are the highest authority available, I would hope you could fix this issue. Otherwise, if you can offer me another point of contact that is a higher authority - other than a thread on the forum that will likely get lost in a sea of forum posts - I would appreciate it. • 10:00 AM

Prerna: I understand that but trust me if it would be in my hands, I would have definitely done something for you in this but this is something which is out of my reach as you know I am just an ordinary chat support advisor and there is nothing much in my hands. • 10:00 AM

Me: I can understand you are an ordinary chat advisor. If the power is truly out of your hands, what you can do is connect me to someone who does have power to fix this. • 10:02 AM

Prerna: I love to do that but we don't have the option on our tools to transfer the chat. • 10:02 AM

Me: I was transferred to you by another chat support agent. • 10:05 AM

Prerna: Yes, Becuase befor you connected to account and billing so they transfer you to the technical department. • 10:06 AM

Me: Right, so it is possible to be transferred. Could you transfer me to a higher authority to resolve this? I don't want to keep bugging you if you can't fix it. • 10:08 AM

Prerna: But for me it is not as I don't have the option and if I can I love to do that for you. I apologize for this experience. Trust me, if this could be resolved on my end, I would have done so at the beginning of this conversation. • 10:09 AM

Me: I believe you when you say you would fix the issue if you could. However, if you cannot fix it, please point me to a specific point of contact (other than the forum) where I can speak with someone who does have the necessary power. • 10:11 AM

Prerna: I appologies but We've done everything we could in this case. Would there be anything else apart from this concern I can help you with, if not we may need to end this chat session? • 10:12 AM

Me: As of now, this case is still unresolved. I don't want to leave negative feedback on this session. You are telling me that, even though I reached out to EA through EA's support function, there is no way to be connected with someone who actually has any power to help? • 10:15 AM

Prerna: Yes if we can I love to do that but I'm afraid but as much as I'd like to help it seems rather difficult. Is there anything else I can help you with else we might need to end this chat session. • 10:15 AM

Me: Since you are unable to help resolve the case in any way, I suppose we should end the chat. I am sorry that EA gives you no power to help. I will leave feedback accordingly. • 10:18 AM

Prerna: I now that you are upset but tust me if it would be in my hands, I would have definitely done something for you in this but this is something which is out of my reach as you know I am just an ordinary chat support advisor and there is nothing much in my hands. Since I've already provided required information regarding this case, I am now ending this chat session. Thank you for reaching out to EA Help. Have a wonderful week ahead. • 10:22 AM

Automated text: I'm sorry, but it seems like you have stopped responding. If you have any more questions or need assistance, please don't hesitate to reach out again. Have a great day! PRERNA J left • 10:22 AM

 

If my issue is resolved here on the forum, I will be more than happy to eat my words and edit this thread to say that Prerna was right and that using the forums worked. However, as of now, my case is still unresolved. Attached to this thread are the two photos I included in the chat logs: