All EA customer service seems to be doing is flipping through the PS troubleshooting manual and giving us PS troubleshooting tips. Each EA customer service rep I've talked to has been extremely nice, but they haven't been able to resolve the issue.
When you call EA, have screenshots of your transaction history on your PS4 console uploaded to your "My Case" (done via your EA online account), as well as screenshots of your transactions in question via your online, web-based PS account. They won't start to help you until you have those things uploaded. I had pdfs of my e-mail receipts from the PS4 uploaded, but they wouldn't accept them.
I agree: this needs to be fixed. This is a lot of money down the tubes.
My son is 8 and we've been playing this since he was 6 and a half. All we want is that silly Disco Chomper to complete our collection and because EA couldn't give me the coin packs I paid for, we've missed yet another chance of collecting the last sticker.
To me, EA should give us our coin packs - then some. What a headache to waste all this time on something that should work each and every time for everyone.
Update: I just got off the phone with the fifth different EA Customer Service rep. LONG story short (which includes me submitting screenshots that were already uploaded before; there are 15 files in my "My Cases" folder for this), he "escalated" my issue to "their Technical Specialists team". I'm supposed to receive an e-mail with the next steps.
I need everyone's advice: the CS rep asked me to delete PvZ:GW2 and reinstall it before the Tech Specialists contact me. He assured me that all my data would be "in the cloud". I'm very hesitant to do this.
What do you think?
Update:
I was really, really hoping for some codes I could redeem in-game that would give me my missing coins, add-on content (which, in my case, should have equaled more coins), and maybe even a bonus code that gave me something for my trouble.
Instead, I get this e-mail:
This is in regard to the issue you've reported to us where you have multiple missing purchases. Honestly, after looking this over, I think this is likely linked to your PSN account. I Suggst here you talk to Playstation about an account related issue. One single missing piece of content is a one-off, multiple of different types is account related.
We also have a toooooooooon of great self help resources at your fingertips! Please check out answers.ea.com, ea.com/forums, or the social media pages for any of your favorite EA titles for additional information, help, or even nuggets of advice from our helpful community!
Once again, thank you for speaking with our specialist department at EA help. Should you have additional questions please feel free to reach out or add them as an addition to this case. Thank you again and fair thee well until we speak again!
So, no, EA was unable to help me. I'm supposed to call PS Customer Service now and spend untold hours trying to find some thread somewhere on "social media pages" about my issue. Oh, and check out the EA Forums... I think EA should be checking out the EA Forums - especially the Technical Issues forum...
Not happy.
Relief!
Okay, EA Customer Service finally felt sorry for me, I guess. Here's what has happened (screenshot attached for reference):
1.) Unprompted by EA, I uploaded the transcript of the PlayStation Customer Service chat where they told me they wouldn't refund my money. When you chat with PS CS, there is an option to save the transcript. Save often, because as I indicated in a previous post, the PS supervisor I was chatting with abruptly closed the chat on me.
2.) Unprompted by EA, I uploaded screenshots of the Coin Packs that were listed under my "Services List". This section can be found on the PS4 under Settings -> Account Management -> Account Information -> Services List. Under Services List, you should see your PS4 games, including Plants vs. Zombies: Garden Warfare 2. When you click on it, you'll see all the content you've purchased for the game. I have one entry each for each TYPE of coin pack I bought: Epic and Modest. I DO NOT HAVE multiple Epic entries even though I've bought multiple Epic packs - multiple purchases seem to be filed under one entry.
When I clicked on the Epic Coin Pack entry, it showed I had 2,330,000 coins REMAINING. Obviously, they weren't used. There was another pack, Modest Coin Pack, that I don't even remember purchasing that had 120,000 coins REMAINING.
3.) When I called EA Customer Service, the CS rep ("Level 1", if you will) reviewed the case and saw I had already been referred to a Tech Specialist ("Level 2") a couple of days ago. I mentioned the PS transcript and he reviewed it. After he reviewed it, I mentioned the Services List screenshots. He was seemingly unfamiliar with this bit of info and seemed surprised. He bumped my case up right after reviewing those screenshots to an EA Help Specialist ("Level 3"). He told me to expect an e-mail and not to worry.
Just a few minutes later, I received an e-mail from the EA Help Specialist who said he credited my account with four (4) packs of coins which would be available the next time I signed into the game. My son and I signed in and, sure enough, there were four (4) coin packs in the sticker vending machine.
I don't recall how many coins we had before we opened the packs (perhaps 200,000 or so), but I ended up with 1.9 million coins plus. That's not as many as what the Services List says I had remaining, but at this point I'm fine with it. Rux amazingly offered the last piece of the Disco Chomper again this go-around, and we bought it. We now have everything but the Unicorn Chomper.
Hope this works for you all.
@Buck_Eastwood Thanks very much for your detailed report! I hope this info helps out others who have difficulty getting satisfaction from customer service. I suspect they get tired of people trying to give them a runaround in order to get free stuff, and as a result t's difficult to get your issue proper attention.
Thank you for this post, I'm having the same problem. The info on going to the Services List section, and looking up the REMAINING coins, that was a huge help in figuring out what's going on. I'm going to have to call them I guess. Thanks for posting!
I'm having the exact same problem.
