Very disappointed with the Customer Support experience
Hello,
I recently encountered an issue with my Steam account being linked to an EA account and phone number that I do not own, have never heard of, and have no access to.
I contacted EA Customer Support because I was unable to unlink this unknown EA account from my Steam account and connect my Steam account to my actual EA account. During the support conversation, I provided all the information requested by the agent, “Vijay N.”, including personal and purchase-related details such as purchase dates, the last digits of my payment method, my phone number, and any other information I was asked to provide to verify ownership.
Despite providing this information, the agent repeatedly insisted that I should use the “old account” to unlink Steam and recover access. I explained several times that I do not have an “old account” associated with this issue and that I have no knowledge of who linked their EA account to my Steam account or when this happened. This is precisely the problem I was contacting EA Support to resolve.
Unfortunately, the conversation ended without any resolution. I was essentially told to contact another colleague because the agent could not assist me. The communication was also extremely difficult to follow due to the quality of the responses, and throughout the conversation I was left with the impression that my explanations and the information I provided were not being properly understood or considered.
I find this experience extremely disappointing, particularly after spending time providing the requested information and cooperating fully with the verification process. I am simply trying to regain control of the connection between my own Steam account and EA account so that I can access and play the games I have legitimately purchased.
I would sincerely appreciate it if EA could review this case and have it handled by someone who can properly investigate the unauthorized/unknown EA account currently linked to my Steam account. I am willing to provide any reasonable proof necessary to establish ownership of my Steam account and purchases.
I hope EA can assist me in resolving this issue rather than simply directing me from one support agent to another without a solution.
Thank you.
Hi there,
I’m sorry to hear about your situation. From what you’ve described, it sounds like your Steam account may have been compromised.
As a first step, please follow Steam Support’s guidance for a stolen account and secure your Steam account. If possible, use Steam Support to confirm that the account has been compromised and keep any relevant confirmation or case information.
Once you’ve secured the Steam account, I’d recommend contacting EA Support again and clearly explaining that:
- Your Steam account has been compromised, and an unfamiliar EA Account has been linked without your authorization.
You mentioned that the advisor seemed not to understand what you were asking for. It’s possible that the case was being handled as part of an account-security or ownership-verification process. Providing clear evidence from Steam that the account is yours may help Support better understand the situation and determine the appropriate next steps.
Thanks.
