Need actual customer support

Hi there, @dpe9pign3xxi 

I'm very sorry for all the frustration with this. Can you try using our Twitter (@EAHelp) or Facebook (facebook.com/eahelphub) support? They'll help out with this. Thanks!

are you sure the Ea help facebook group is the best solution? They haven't posted anything in over 2 and a half years. It also looks like all of the reviews as of late and in general are entirely negative. I also do not have a twitter, can you please direct me to somewhere I can get an actual timely solution?

@dpe9pign3xxi 

Yes. The Facebook team is very active. The same goes for Twitter. Again, you're welcome to try the standard support. They just aren't as familiar with this issue so they may send you back here for help, but that's not something we can assist with over Answers HQ.

is there either a way to escalate an issue higher or just get a refund? The facebook person has basically told me to just try the live chat but also when I try the live char never appears as an option. I've been trying to just play this game for a month now. I just want something to finally be done.

@dpe9pign3xxi 

My apologies. I thought you were facing a different issue. Yes, this will need to be handled by a live support advisor. The best I can recommend is getting in touch with live chat again. You can ask if they'll escalate the case. 

As far as a refund goes, you'll need to contact the retailer the game was purchased from to see if that's possible.

I was on with the facebook chat for 6 hours today, and no progress was made. After 6 hours they can't even tell me what the issue is. Can we please get me in touch with someone who can actually help me? I've been buying these games for over a decade now it's embarrassing to see how horrible the customer service is. I just want to play the game I paid for. Please just get me in contact with someone who can actually fix something. I do not have time to spend 6 hours talking with support everyday over a game. I'm getting real tired of EA giving me the run around to get nothing done. There has to be a better way and I would really appreciate if you could escalate this as the facebook people said they couldn't. If you cannot do that then I want a refund for this literal unplayable game. I do not care that it was purchased off the PlayStation store, the issue is with EA and their game not functioning as well as their customer service team being entirely unable to even tell me what the issue is. I have spent thousands over the years on EA games and all I want is the slightest bit of help so I can play the game. If I cannot be helped and EA cannot make their own game work then I want my money back from EA for this game and I will be entirely done playing any future title from EA. 

@dpe9pign3xxi 

I took a look at your cases and can see they've been trying to help. I really don't know why you're not receiving the password reset email. Unfortunately, there's nothing I can do to help with this other than refer you back to support. That or you could try creating a new account and play on that instead. Unfortunately, that would mean all your content and progress for EA games would be lost.