Purchased ultimate edition but I only received standard edition!

Hi everyone,

I purchased the Ultimate Edition, however my account and in-game menus continue to show the Standard Edition.

Since the purchase, I have contacted EA Support multiple times regarding this issue. During each contact, I completed all troubleshooting steps requested by EA, including reinstalling the game and following entitlement verification steps.

After the first advisor was unable to resolve the issue, I explicitly requested escalation to a senior advisor during every subsequent contact. Despite this, my case was never escalated, and I continued to be handled by frontline advisors who were unable to apply a fix.

As instructed by EA advisors, I contacted PlayStation Support (PSN) and provided my order details.

PlayStation Support confirmed in writing that:

• The Ultimate Edition purchase is valid and visible on my PlayStation account
• The correct edition was purchased
• The issue is not on PSN’s side and must be resolved by EA, as it relates to game entitlements

I returned to EA Support with this information and provided full proof of purchase, including:

• Purchase receipt
• Transaction ID
• PSN’s written response confirming the purchase and advising the issue is EA-side

Despite following all instructions, providing documentation, and repeatedly requesting escalation, the case was closed as “No fix available” without any entitlement review, and my account still shows the Standard edition.

EA Case Number: #229940620

thank you.