Subject: URGENT: Accidental High-OVR Exchange - Request for IMMEDIATE Review

Dear EA Community Managers and Support Team,

​I am writing this post as a last resort because I have spent over a week stuck in a loop of automated responses and being dismissed by the standard chat support. As a loyal player who has invested heavily in this game (over 700€ to build my 123 OVR team), my current experience is being massively damaged by a single UI-related mistake and the subsequent lack of human assistance.

​The Incident:

On March 30, 2026, at 20:18, I packed two of my most valuable duplicate players (117 Kimmich and 116 Carragher). Just a few minutes later, at 20:25, while navigating the cluttered and often confusing Exchange UI, I accidentally selected them for the "03 Extra Time" Exchange. Because the interface does not sufficiently distinguish between 110 OVR fodder and elite 116/117 OVR items during the bulk-selection process, this grave error happened in a split second.

​The Proof of Intent:

I received 44,050 03 Extra Time Tokens in total for this accidental exchange. I want to emphasize that these tokens remain completely untouched in my account. I have not used them because I never intended to make this trade. They are sitting there as 100% proof that this was a mistake. I am more than willing to have these tokens removed from my account in exchange for the return of my two players.

​The Support Struggle:

I have opened multiple tickets, sent emails, and spent hours in chats (latest Case #241598987) with no success. Each time, I am met with scripted answers telling me "exchanges are final." However, on April 2nd, an agent named Abhishek promised a specialist review. Since then, I have been ignored or told to "just wait," while the clock is ticking.

​The Deadline:

This is not just about the loss of the players. Because these duplicates are missing, I am unable to complete the Valverde Exchange, which expires tomorrow. If this is not resolved today, I will lose the opportunity to get a card I have spent a lot of money and time preparing for.

​My Criticism of the System:

It is unacceptable that the UI allows for such a high-stakes error without additional safeguards or a "lock" mechanism for high-OVR duplicates. Treating a 110 OVR card and a 116/117 OVR card as the same in a selection environment is a massive design flaw that punishes dedicated players.

​I am not asking for a free handout; I am asking for a manual correction of a documented UI error for a high-value customer. I expect a human response and a resolution that reflects the level of investment I have put into your product.

​Case Number: 241598987

Account OVR: 123

UID: removed

​I look forward to your immediate feedback.

​Kind regards,

​ZLATAN4EVER

Attachments:

1. Proof that I opened the Pack and received both players.
2. A screenshot of that Pack 
3. A Screenshot of the 03 Extra Time Token Exchange requirements
4. A Screenshot of the 03 Extra Time Token Exchange section with the 44,050 Tokens at the Top.
5. Proof that my Investment is true(not screenshoted every purchase, but it is definitely more than 700€)
6. Proof that Valverde expires in ten hours time so immediate action is required.