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dshadez's avatar
dshadez
6 years ago
Solved

MADDEN 20 MUT PACK PURCHASE

Today on 1/1/20 I attempted to purchase the new years limited 24 hour pack for the 99 overall super bowl MVP, 

However when attempting to purchase the pack the EA system kept freezing and would not complete the purchase. For several hours i tried to complete this purchase, I had the points available on my MUT and the wallet balance to purchase more points but the transaction of 12,000 points for the new years limited pack would never complete. Two hours before the limited sale ended I attempted to contact EA customer support to assist me in this purchase, however i was not contacted back until 1 hour after the sale ended. At the time I was contacted by EA support I was told that there was nothing they could do for me and sorry for the inconvenience. The customer service rep advised me to turn to the forums and post my issues here.

Overall I am extremely dissatisfied and disappointed with the amount of help given by EA in this situation, especially when I'm trying to use the points I spent $100 on and am unable to do so.

  • EA_Aljo's avatar
    EA_Aljo
    6 years ago

    @dshadez 

    The timing was unfortunate as many people were away for the holiday. Otherwise, chances are good it could have been resolved. In the future, I would try the options I suggested first. You can also try us here to see if we're aware of any issues.

9 Replies

  • dshadez's avatar
    dshadez
    6 years ago

    Today on 1/1/20 I attempted to purchase the new years limited 24 hour pack for the 99 overall super bowl MVP, 

    However when attempting to purchase the pack the EA system kept freezing and would not complete the purchase. For several hours i tried to complete this purchase, I had the points available on my MUT and the wallet balance to purchase more points but the transaction of 12,000 points for the new years limited pack would never complete. Two hours before the limited sale ended I attempted to contact EA customer support to assist me in this purchase, however i was not contacted back until 1 hour after the sale ended. At the time I was contacted by EA support I was told that there was nothing they could do for me and sorry for the inconvenience. The customer service rep advised me to turn to the forums and post my issues here.

    Overall I am extremely dissatisfied and disappointed with the amount of help given by EA in this situation, especially when I'm trying to use the points I spent $100 on and am unable to do so.

  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    6 years ago

    Hi there, @dshadez 

    I'm really sorry for all the frustration here. Is it just this one pack that causes your system to freeze? Also, just to be sure, I assume you're playing on PC?

  • dshadez's avatar
    dshadez
    6 years ago
    @EA_Aljo Sorry for my delayed response i was unable to find my posts in the site. The issue only happened with this one promotional pack and has since never happened again but for over an hour I could not purchase the new years pack
  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    6 years ago

    @dshadez 

    Thanks for the details. Unfortunately, there's nothing we can do about that one pack. If it happens again, try contacting @EAHelp through Twitter or open a case with live support here: http://bit.ly/EA_Contact_Us. That way you'll get a more immediate response than here. 

  • dshadez's avatar
    dshadez
    6 years ago
    @EA_Aljo I did initially start the contact with EA on that link in EA's website it took hours to respond on 1-1-20 from customer service and they sent me here for the issue stating they couldn't help me and that I needed to come to the forums for help with that. At this point I understand you cant help me but I would at least like to know where to ask? As each side of EA is sending me back and forth with no help just a reference to another part of EA
  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    6 years ago

    @dshadez 

    The timing was unfortunate as many people were away for the holiday. Otherwise, chances are good it could have been resolved. In the future, I would try the options I suggested first. You can also try us here to see if we're aware of any issues.

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