Re: Missing Verified Purchase...EA Support Has Not Helped!

@kcocopink2 

Normally, this can be handled with one phone call. I'm very sorry that option isn't showing up for you when submitting a new case. It could be related to the selections you're making when creating the case. I see you're still working with an advisor though so if you don't want to try requesting a callback, they should get you handled through email.

@EA_Aljo 

Unfortunately email is the only option we have to contact EA HELP, pvz2 is mainly a smartphone/ tablet game so live chat isn't an option.

There was a telephone option but that disappeared.

I suspect EA HELP is an indian call center operation and India has been hit hard by covid.

The issues I raised in my post are long term issues, the restore purchases bug was a harmless but slightly annoying bug that eventually went away by itself but because ea/popcap never fixed it, it has now mutated into a bug that is holding in app purchases in limbo. 

THIS IS THE OFFICIAL EA FORUM, there should be a full time moderator that understands the game and can answer questions. 

Pvz2 might be an old franchise but it's players still need proper support. 

@MAGICDAVESHROOM 

The reason we can't help with this is due to privacy concerns. We can't verify ownership of accounts so we can't discuss account details here. So, we have to refer you to support for assistance. Did you try Twitter/Facebook help? That might go a little smoother.

So it's supposed to be "safer" for me to discuss a money issue on social media as opposed to the emails I've already been sending? I don't see how that makes sense. But thank you.

My restore purchases bug has not gone away and this explains why. Thank you! I totally agree that we absolutely still need support because we're still playing the game. There are still updates. 

@kcocopink2 

They will work with you in private messages. Your account information is not discussed publicly.

Copy that! Would you believe someone else sent another email saying they can't validate??? I'm like what do you need...blood? The actual card? God to come down and say it's legit?? So over this! It's the multiple emails from different people asking for the same thing that is frustrating! 

@kcocopink2 

I wish I could help, but you'll just have to keep working with the advisor. I really don't know what else to suggest. It's odd you can't get someone on the phone or through chat. You could try opening another case and choosing a different option. it's possible the one you're selecting doesn't offer phone or chat support. Most of the options, besides banned accounts and bug reports, should let you request these methods of support.

@EA_Aljo 

If you want a response from EA HELP then the only complaint they will definitely respond to is a missing content case, which is also the correct definition of those players that have bought in game content and never received it or a refund.

Thanks. I appreciate the advice. 

@EA_Aljo Just an update...I've received yet another email from them asking for the same information because they couldn't verify. I again asked what is missing and sent them new screenshots of the same information. We'll see how that goes. Thanks again for the advice!

@kcocopink2 I was (finally) able to get my Pea Vine bundles after many emails between EA HELPless drones who only send the same 3 form emails over and over without any resolution.  I finally reached out to EA Help and PVZ through Twitter and they were able to verify my information and when I went into my game on Sunday, my Pea Vine was there and I was able to upgrade it with the 2nd bundle I purchased (YAY!).  They will reach out to you through Direct Message and email to verify that you are you and that only you access your Twitter account because you do provide them with your Player ID - which appears to be something on the level of your Social Security Number.  

My 2 Pea Vine bundle cases had been open since mid-May, so I have been very frustrated during this whole ordeal.  

Good luck!  

@kcocopink2 

Thanks for the update!

@StormyHeather11 Congrats!!! At least one issue is resolved. 

@StormyHeather11 Congrats!!! At least one issue is resolved. 

@StormyHeather11 I guess they just don't want to help me!!!😩😩😩

@qekf40o5qj75  my Spanish isn't very good. I think you're saying you had a similar issue?

@qekf40o5qj75 @EA_Aljo @StormyHeather11 @MAGICDAVESHROOM @HenryThePear Hey guys...Finally got my coins!!!! I can't tell you how happy I am!!! Thank you all for the advice and support! 

@qekf40o5qj75 I wish I could tell you there was an easy solution my friend. But you have to open a ticket and go through the back and forth I did. They need a screenshot of the email you receive from Google play receipt, your player ID from the game, the verified purchase in Google play with your email address showing, the address bar has to be showing, your first second and third nerves...because they will get on every last one of them! Be persistent and don't give up! Keep emailing. You can try them on FB and/or Twitter but they didn't work for me as you can see in this thread. I wish you all the luck!

@kcocopink2 

You're very welcome! I'm really glad this finally got resolved and apologize for how long that took. If you have any other issues, please reach out again. Have fun and stay safe 🙂

@tsimkins1960 Oh! And make sure the ticket is still open! Don't let them close it! I foolishly made another purchase too. I highlighted BOTH! 

@tsimkins1960 

I see an advisor is in touch with you and awaiting a response. If you want to speed up the process, open a case here and choose the option for a callback. Make sure you choose missing content for the reason you're contacting support.