Case 256608994: chat dropped, repeated questions, GW2 entitlement not resolved
Hi,
I'm asking for help escalating case 256608994 because EA Help chat hasn't been able to move it forward.
The issue:
PvZ Garden Warfare 2 (PC/Steam) hangs forever on "Connecting to EA servers." A previous EA advisor already found the cause: my EA account shows TWO entitlements for GW2, one from a June 15 purchase I refunded and one from my October 12 re-purchase. Steam Support confirmed I own only one license, so the extra entitlement exists only on EA's side. The advisor said it has to be removed, but the case wasn't resolved.
My support experience today:
- 8:40 AM: joined live chat. Estimated wait time was 2 minutes. An agent didn't join until 9:05 AM.
- 9:05 AM: I explained the issue and gave the case number, my Steam ID, and my account. The agent left the chat at 9:08 without replying, and I was sent back into the queue.
- 9:17 AM: A second agent joined. My first message gave the case number and the earlier finding of a duplicate entitlement. I didn't get a reply until 9:21 AM, and since then I've been asked to explain things that are already recorded in the case.
That's well over 30 minutes with no progress on an issue EA has already diagnosed. The fix is clear, and I've provided everything: case number, Steam ID, both purchase receipts, and my Steam licenses page.
What I'm asking for:
- Escalate case 256608994 to the team that handles entitlements and ownership
- Remove the stale entitlement from the refunded June purchase and keep the October 12 one
I can provide my Steam ID, along with anything else that might be needed.
I can send the receipts and chat transcripts by private message. Thank you to any staff who can help.
