I had the weirdest interaction with support of EA. Please help me understand.

Hey! To start with. I’m a middle aged man with a good wife and kids all that. But I always love playing NHL. It’s my passion of the few.

but I’ve had couple of problems with coins that NEVER arrived 3x times. But every time the support is so confusing and believe me not so understanding of the problem.

One time I got the coins back after 3 months of trying to explain everything in a format that could be a book.

 And I noticed a pattern that was obvious if you worked as a manager and I guess the manager of this staff has put this like a common practice. Probably because of pressure from above and they don’t have the time to help 90% of customers to make the goals…I’ll come back to it.

But this February I was almost angry when I played squad battles intensively for a few days to reach top 100. And when it was reward time I was given the elite 3 reward instead of elite 1 reward..

I just knew this would never be resolved if I don’t put in 20 hours of constantly pushing my case. Very hard to convince my family that I had to fight this final battle with the support to get virtual hockey player cards instead of being with them. But i understod this fight was not gonna be easy.

But here iam 2 months into this at this point hilarious communication with 100 Mails 30+ documents provided and few chats and calls.

I was very determined to keep it always polite and explain everything like I was talking to a kid so I was sure everything could not be misunderstood.

the result with mail contact was first ok and I provided everything they asked me. But then at one point they started to only reply me with this auto mail 3-4 times a week “did you get the help needed?” Type of mail. I always reply that they do not reply me but get no more replies. BUT every time they sent me this mail they would mark the case as “waiting for players to respond “. So if stop replying to these mails they could close the case because of me not being active. But I never got a human response from them in the last month. It just stopped. 

regarding the chat they would always promise me this and that said they were so sorry. BUT it was always the same formula and ritual they followed as this is how they response to everyone I assume with my kind of problem. But nothing what they promised happened ever.

regarding phone contact. When I finally reached them it was these Indian accent people. We would discuss for about 3-4 minutes and then just hang up on me. It happened 4 times with 2 different phones with a total of 4 calls I did to them. Hahhaha this is 100% true story. Beyond my understanding to this so bluntly..

so as you guys see I might not ever be able to get my freaking 5 dollar worth of reward corrected. But in think this is my last hope too see if I’m. Alone.

and they have for sure put into system to deal with customer in this way to only help people who never will give up. As I had already given up 3 cases before cause I just felt like they played me..