unable to complete gems purchase

Omar (2/20/2025, 2:06:56 PM): By continuing, you consent to the monitoring and storing of this conversation, including with an EA vendor, subject to the terms of EA’s User Agreement [https://www.ea.com/legal/user-agreement ] and Privacy and Cookie Policy [https://www.ea.com/legal/privacy-and-cookie-policy ].

Thank you for contacting EA HELP, my name is Omar, may I start with your first name please? 
Linda (2/20/2025, 2:07:07 PM): Linda 
Omar (2/20/2025, 2:07:18 PM): Hello Linda! It's nice to meet you. I hope you're doing great. How may I help you today? 
Linda (2/20/2025, 2:08:24 PM): Are you able to see my string of previous conversations this morning? l.vallery@comcast.net 
Omar (2/20/2025, 2:08:54 PM): Can you provide me with the case number? 
Linda (2/20/2025, 2:09:31 PM): 203720229 
Omar (2/20/2025, 2:09:48 PM): Thanks for letting me know, allow me a moment to check that for you 
Linda (2/20/2025, 2:09:56 PM): thank you 
Omar (2/20/2025, 2:12:08 PM): Thanks for waiting, is it regarding the Gems in Pogo? 
Linda (2/20/2025, 2:12:12 PM): yes 
Omar (2/20/2025, 2:12:39 PM): I see, thanks for letting me know, Could you please let me know the email address connected to your EA account? I will take a look into it first. 
Linda (2/20/2025, 2:13:19 PM): i switched browser, ran in incognito mode, removed and added payment methods 
Linda (2/20/2025, 2:13:32 PM): l.vallery@comccast.net 
Omar (2/20/2025, 2:15:31 PM): I see, no worries at all, I will transfer your case to our team. please stay connected in the chat 
Linda (2/20/2025, 2:15:47 PM): thank you 
Omar (2/20/2025, 2:16:07 PM): You are very welcome 
Sachin (2/20/2025, 2:16:46 PM): By continuing, you consent to the monitoring and storing of this conversation, including with an EA vendor, subject to the terms of EA’s User Agreement [https://www.ea.com/legal/user-agreement ] and Privacy and Cookie Policy [https://www.ea.com/legal/privacy-and-cookie-policy ].

Thank you for contacting EA HELP, my name is Sachin, may I start with your first name please? 
Linda (2/20/2025, 2:17:13 PM): Linda 
Sachin (2/20/2025, 2:18:00 PM): Hello Linda, nice to meet you and I hope you are doing good! How may I assist you? 
Linda (2/20/2025, 2:18:23 PM): did Omar send you my deetails? 
Sachin (2/20/2025, 2:18:34 PM): No 
Linda (2/20/2025, 2:19:28 PM): I assume you re at a higher level? My case number is 203720229. My email is l.vallery@comcast.net. 
Linda (2/20/2025, 2:20:27 PM): I have been talking with EA all morning. tried all suggested fixes but the problem remains. I can sen you a screenshot if you wish 
Sachin (2/20/2025, 2:24:46 PM): Thanks for the screenshot. Allow me a few moments to go through this and get this checked with my team once. 
Linda (2/20/2025, 2:24:58 PM): ok. thank you 
Sachin (2/20/2025, 2:29:51 PM): Thankyou for waiting. As I checked with my team it seems that due to some tool outage on our end we are unable to validate your transaction for now that leaves us incapable to assist further with the issue for now. 
Linda (2/20/2025, 2:30:09 PM): so now what? 
Linda (2/20/2025, 2:30:58 PM): they like my money so they should probably priortize it. 
Sachin (2/20/2025, 2:31:27 PM): Trust me saying that I can understand this might be frustrating and disappointing for you as I am also a gamer. However unfortunately there is no possible way to solve this immediately. 
Linda (2/20/2025, 2:32:10 PM): so we will keep my case open aand can I expect communication about a resolution? 
Linda (2/20/2025, 2:33:09 PM): if not, i will just have to cancel after 20 years 
Sachin (2/20/2025, 2:33:48 PM): I would suggest you please kindly report this on forum.