Missing tradeable players from my team

Hi @clarkin18,

To get assistance with missing content and hacked accounts, you will need to contact live support. When you managed to contact the EA Help Support team via chat, did they mention they sent your case for further investigation?

Hi, 

Yes I finally got support again from live chat. But the help wasn't giving me the option for live chat, just telling me to read an article. Eventually after a few hours of trying the live chat option appeared again.

The advisor said a team will look into this issue. Unfortunately he said it will take 10 days because of the amount of accounts that are currently being hacked on fc 25.

This is really disappointing, I spent hours and spent hundreds of pounds building my ultimate team to be told after that it will take 10 days to investigate all my missing players and coins. This is not only disappointing but also very upsetting and expected more from EA.

Regards,

Chris

Hi,

It's now been 9 days since my account was hacked and players and coins removed. I opened this case 9 days ago and I have still no feedback regarding the investigation 😞. 

How much longer is return of missing items going to take?

The length of time without receiving any feedback is very concerning.

Regards 

It's now 10 days since the investigation began. I've sent emails and spoke to advisors looking for a higher level of support and to escalate the case. All my emails and messages are being ignored 😔

@clarkin18 it seems there is a lot of hacking happening.
Their team seems to be with their hands full.
I lost my account to what it seems to be hacking (then it got banned), EA has yet to assist on this.

THere is a final option depeding on your country. In brazil due to consumer laws, EA has to provide a solution within 15 days of the report, if not they are liable and have to pay damages, and reparation to anything you have lost.

Since the game is dependent on people paying for packs (like I did) EA cannot prevent you from having access to your assets without a proper explanation.

So if you do not get a response in 15 days, usually you can sue the company.
I am not recommending this, I am just saying that you have this possibility.

Hi

Thanks for that information. Hopefully it gets resolved before the end of the weekend but I have my doubts. 

EA advisor told me up to 10 days. That timeframe passed yesterday without any feedback at all from EA. 

Laws are similar in my country. I feel I will be left with no choice but to escalate this issue externally. I'm currently exploring these options. 

Regards 

Hi community manager,

14 days have now passed without any feedback from EA. I'm completely in the dark with when I will be compensated with missing items.

All emails and messages to EA advisors requesting a higher level of support are being ignored.

Regards