Hey Ea Darko,
As you can read from the multiple (hundreds when you go through the threads and trust pilot) people that have the same issue- I am one of them.
I'll start with this is an EA issue and not a customer issue- And we really need your help please...
I know you suggest you can't help and you have to speak with support, but I can be completely clear when I say this- Your support team or the system they use is wrong and and there is no-way I can unlock my account despite multiple attempts.
Back to trying to unlock my account. I have been through the process 9 times with your support team and they always say "I'm sorry my details are wrong"..
I literately cannon fathom how these are wrong.. Let me explain.. Firstly there is my name and address- Which I would need to be correct for billing purposes. I've not moved since 2012 and my account has been set up since 2013.. so this 100% must be correct.
My IP address must 100% be correct as I'm using the same Xbox on the same network in the same house, for the same internet... I'm not a network expert- but I can't understand how this can be wrong- if it is then you should abolish using it as an identification method right?
I'm asked what EA Games bought /played.. I don't play many games- but I do buy FIFA every year and every edition of Battlefield that's released. FIFA is always bought on release day and played- so I can categorically tell your support what games I've played and the month I started playing them.
DOB- well that should be easy..
So every single piece of information requested I can supply and I know 100% it's correct so how can I constantly be told that my account details are wrong? It is impossible.. It really is.. Unless I've been hacked, but support tells me there is no suspicious activity on my account..
Also the account that I need to verify- I can log into, I know my password and get get on to these webpages with it.. But then as soon as I click my account- up comes the message to verify my account by the only possible method- this one email address I no longer have access to.. It's madness.
So my question to you is this, outside of support what line of resolution can we go down.. I've tried emailing "accounts@ea." I've tired emailing your CEO in the hope an executive team pick up to try and help (both of these emails have been sent with 7 chasers) .. but nope since since November and upgrading to xbox series X i cannot play any EA sports next gen games because EA want an email code which I don't have access to (one x fifa 21 still works, on the same account- it doesn't ask me to verify my address strangely enough- and battlefield V).
My next step and I think the only way I can get to speak to someone who can help is to raise a small claims court (in the UK) to get my money back for my Fifa 21 purchase, excessive phone line costs, and time spent trying to resolve this. I do not want to go down this route, but maybe a CCJ flagging up might just get someone in finance at least to call me so I can start to resolve the issue...
So before I take that final step, please can you make another contact suggestion to resolve this. There MUST be a team that can help beyond your outsourced service provider?
Thank for taking the time to read,
A very frustrated customer.
Carl
Ps and just a quick point - I would also suggest in your replies that you never say to phone EA helpline again. I did this to try and resolve the issue, I didn't resolve it, and it cost £47 because it's a premium rate number, not impressed.. but given my battle over the last 5 months and the reputation EA have It makes sense.....
