You have got to be kidding me.
I just waited on the line for 30 minutes to talk to one of your game advisors, he told me to get lost and call back later because he neither knows anything or can help with anything. Here is the transcript. CAN ANYONE OVER THERE HELP?
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you: Hello!
Joseph: My name is Joseph. Can I get the email address of your account please?
you: I think my account has been flagged as a possible fraud/risk and I need it removed so I can purchase SimCity. I travel for work internationally so it is probably due to that.
you: -----------------------(edit)
you: I've attempted two different cards, and paypal, and Origin won't accept anything. Says something like "payment authorization failed"
Joseph: I have not checked your account. You will need to wait if it is flagged for risk.
you: Wait? Wait for what?
Joseph: For the team to review it. I do not have the tools needed to check information such as your payment details and the reason that they would be a risk.
you: Can you escalate me to a higher level support rep?
you: I need this issue resolved now, not at some unknown date. You may call me, you may ask anything you needed to confirm my identity, but I need resolution, not avoiding the issues.
Joseph: I cannot escalate to the team in question. They will get to your case when they can.
you: How do I even know the case is open?
Joseph: I
you: No one told me my account is under review, nor was I informed of possible fraud/risk. I did a google search about the issue, and that is where it lead me to believe.
you: Refer to this: http://forum.ea.com/eaforum/posts/list/8748492.page
Joseph: What is that link?
Joseph: At Risk: Your order is currently under review. For your protection as a customer, we review some orders to ensure accuracy and check for fraud. Once the status changes on your order, you will receive an email. You can also view your order status on Origin.com.
you: Can you tell me WHY this is happening?
Joseph: If your order status is still at "Risk" come Monday or Tuesday - please contact us again.
you: And then what?
you: I'll get the runaround again.
Joseph: Please refer to my previous answer above. I will retype it: I do not have the tools needed to check information such as your payment details and the reason that they would be a risk.
you: I bet someone does. Let me talk to that person.
Joseph: I do not have direct communication with them at this time. I cannot escalate it. I will soon be resolving this case.
Joseph: Can I help you with anything else?
Joseph: Come Monday or Tuesday - we may escalate your case.
you: You haven't helped me. I need something specific to my case. Not just contact us later.
Joseph: This is the policy.
you: Monday or Tuesday qualifies me to get my case reviewed. Let's assume I contacted you a few days ago and move on now.
Joseph: You attempted the payment today. Give the team time to review it. If the status is the same come Monday or Tuesday - contact us again.
you: Be proactive.
Joseph: This is the policy.
Joseph: Can I help you with anything else?
you: No, you can help me with this. Don't you have a supervisor on site?
Joseph: You are speaking with a Game Specialist who deals with the highest level of phone calls. I am at the level of the highest person that you can speak with.
you: I sat here watching this screen for 30 minutes waiting to get "support" and now I'm being told to buzz off.
Joseph: I am helping out due to the volume of chats with SimCity's launch.
Joseph: We are busy.
Joseph: Can I help you with anything else?
you: I'm sure you are busy if your policy is to randomly deny people service.
you: I'd still like to be helped with this.
Joseph: I am not denying you service.
Joseph: You will need to wait for the appropriate team to review your Order status.
Joseph: This takes time.
you: Well then can I buy the game today, on the weekend, when I have time to play it.
Joseph: Come Monday or Tuesday - contact us again if the Order status persists.
Joseph: I do understand your situation. I have given you the information on how this works.
Joseph: You will not have to wait too long.
you: An hour?
Joseph: You could try a different game.
you: On Steam maybe, but not with Origin.
you: Obviously.
Joseph: Can you clarify what you are saying?
you: That Origin is denying me service, so how can I possibly order a game today?
you: Or are you implying that I can buy other games but not SimCity
you: ?
Joseph: Your card is flagged as Risk.
you: I tried 2 cards, and a verified Paypal account.
you: Using a bank transfer AND a card.
Joseph: Our team will receive each payment attempt. This takes time.
you: I have ANOTHER card I'd be willing to let you process.
Joseph: I cannot process that for you.
you: Can we use a DIFFERENT card?
Joseph: DO NOT provide me with the information.
you: So is it the card that is flagged or my Origin/EA account?
Joseph: I cannot comment as I do not have the tools to check that information.
you: Of course I wouldn't enter my CC info on a chat.
Joseph: Can I help you with anything else?
you: Apparently.
you: Your policies need to be addressed and revised to provide better service... Help with that.
Joseph: What feedback would you like to send to our policy team Joe?
you: That you need to provide customers with means to speak with someone that can actually address issues on the spot rather than deflect issues and tell customers to call back later. You should make customers aware of issues with their accounts before they run into a brick wall and are denied immediate service. It's frustrating to finally be able to sit down and order a game that has been on your mind only to be told there is nothing you can do for me and I'll have to wait for some day which you don't know and address and issue that you have no details about at all.
you: Origin is already known for bad customer service, and you are living up to that perfectly.
Joseph: We are striving to improve all the time. I thank you for your feedback and I will be sure to pass it on.
Joseph: We value your feedback. Keep it coming.
you: Obviously there is absolutely NOTHING you can do for me, therefore I shall find something else to do with my free time.
you: Thanks for listening. Goodbye.
