Two identical TOTW 82+ packs, same order: support confirmed bug, then denied it
On 2 November at 11 PM CET I opened two TOTW 82+ packs bought with 100 Champions Tokens. Both packs contained exactly the same players, in the same positions and in the same order. Every player in the second pack went straight to duplicates. I have a video of the second opening and screenshots of the duplicates, attached below.
I contacted EA Help via chat. The advisor told me this was a known emerging issue and that other players were reporting it too. Then the chat disconnected before anything was resolved.
Today I received a written reply on the same case saying the exact opposite: that two identical packs are a normal outcome of independent random events, that there is no error, and that no refund or replacement is possible.
So within 24 hours EA support has given me two contradictory answers on the same case, and closed it with a copy-paste reply without any real technical check. Two independent packs matching player for player, in the same order, is not a credible random result. The odds are practically zero.
I’m asking for:
- a real review of the pack opening logs for those two packs on 2 November;
- a refund of the 100 Champions Tokens or two replacement TOTW 82+ packs.
Case number: #258136130
Platform: xbox series x
Has anyone else had two identical packs recently?
