Hacked while I was at work – 1.5M coins gone, no help from support

Hello,

I’m writing here after spending over three hours in three separate chat sessions with different EA advisors. Unfortunately, I received no real help, just the same questions repeated again and again, and my issue was never actually investigated.

My EA account was clearly hacked on October 20th, 2025. When I logged in later that evening, I discovered that nearly all of my players in EA SPORTS FC 26 Ultimate Team had been sold. The total value of the missing players is around 1.5 to 2 million coins.

During one of the chats, an advisor told me that Vinícius Júnior was sold for 632,000 coins at around 12:30 (CET).

That exact time is when I was at work, without any access to my console or the EA mobile app — so it is physically impossible that I made these transactions myself.

When I asked where those coins went, since my current balance is under 15,000 coins, the advisor replied with “I don’t know.”

That shows how poorly my case was handled — and it also confirms that something doesn’t add up.

All three advisors kept insisting that I had sold the players myself through the mobile app. But this is simply not true. If the coins are missing, then it’s clear that someone else accessed my account and possibly transferred them elsewhere.

I understand that EA’s system may register those actions as coming “from my device,” but if someone gained access to my credentials or used a linked session, it would appear exactly the same in your system logs.

I am requesting that this case be escalated to the Account Recovery / Compromise Investigation Team for a proper review.

Please check the login history, trade records, and IP addresses from October 20th, 2025, around 12:30 CET.

I’ve already changed my passwords numerous times and enabled two-factor authentication, but the damage was already done.

This situation is incredibly frustrating. I’ve spent many hours and money building my team, only to be told that “there’s nothing we can do” even though the evidence shows that I wasn’t responsible for the transactions.

I hope someone from the EA Community Team or a Specialist can take this case seriously and forward it for a proper investigation.

Thank you for your time and understanding,

Marc P.