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clarkin18's avatar
clarkin18
1 year ago

Missing tradeable players from my team

Missing player. Think my account was hacked, all my tradeable players are missing from my first team. anyway i can get these back? i spent hundreds of pounds on this team. I contacted EA via live ...
EA_cuervo's avatar
EA_cuervo
Icon for Community Manager rankCommunity Manager
1 year ago

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?

clarkin18's avatar
clarkin18
1 year ago

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 😔

  • EA_cuervo's avatar
    EA_cuervo
    Icon for Community Manager rankCommunity Manager
    1 year ago
    Hey @clarkin18, I'm really sorry it's taking a bit longer than expected to get an answer but if the case has already been escalated 10 days ago, you will most likely receive an answer in the next couple of days.
    • clarkin18's avatar
      clarkin18
      1 year ago

      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

  • astravadavida's avatar
    astravadavida
    1 year ago

    @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.

    • clarkin18's avatar
      clarkin18
      1 year ago

      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 

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