formal complaint

i am submitting a formal complaint about the way my case has been handled by ea support, especially because i received contradictory information from different advisors.

i purchased €20.99 worth of fc points through instant gaming. after the points were transferred, i contacted ea support because i needed help with the situation.

during my first conversation, the advisor explained the transfer situation to me but also told me that there was a small possibility that a solution could potentially be found in the future. based on what i was told by the advisor, i understood that there could still be a possibility of resolving the issue later.

when i contacted support again, the second advisor initially denied that the previous advisor had ever told me this and said that such information had never been given to me. i then provided evidence from the previous conversation showing exactly what the first advisor had said. after seeing the screenshot, the second advisor acknowledged that the previous advisor had in fact mentioned a “small possibility”.

however, the conversation then became even more confusing because the second advisor subsequently told me that the information i had previously been given was false. this means that i was first given information by one ea advisor suggesting that there might be a possibility of a future solution, then another advisor initially denied that this had ever been said, and after i provided proof, acknowledged that it had been said but then described the previous information as false.

after all of this, i was ultimately told again that fc points can only be transferred once and that there is no way to transfer them again. the conversation was then ended without actually resolving my case.

my complaint is therefore not simply about the transfer policy. it is also about the contradictory information i received from ea employees and the way my case was handled. i followed the information provided to me by your support team, and i should not be left without a solution because different advisors give contradictory explanations and then dismiss previous information as false.

i have screenshots and the complete conversation history proving what the advisors told me. i am asking ea to review the entire case, including the previous conversations and the statements made by each advisor, rather than simply repeating the one-time transfer policy.

i paid €20.99 for the fc points and i am only asking for my case to be properly investigated and for a clear and consistent explanation of what happened and what can actually be done.