Many Issues

I was told by EA help agents that the community managers would help me. So EA_David, can you help me?

>Intro: 

This is entirely unacceptable. I understand it is a holiday, but I have been reaching out about this issue for over a month and have just been redirected in circles. I tried on my phone, but now the in-game help is broken. I tried on the PC client, but it opens the “help.ea.com” website, and they tell me to go to the in-game help. I force quit the app on my phone, I clear the cache on the app on my phone, I restart my phone, I uninstall the app on my phone… nothing. So, the only way for me to reach out about all the issues is by running the Android version on my computer, which is a headache. Going to my issues: 1)

>11/18 soft lock: 

As a result of the update, I was hit with a soft lock state, and this caused me to never received or was granted my grand arena, and the game would freeze and eventually crash whenever I tried to claim my bonus energy. This issue was addressed by a forum post from CG_Meathead, but it was too late for my bonus energy, and I still have not received my grand arena rewards for that day. Additionally, I tried to restart my game and deceive on mobile and the pc client with no luck. I have reached out to the EA support agents to avail, despite a category in the in-game help with a title relating to missing grand arena rewards.

>When I try to contact support, it is extremely challenging, slow, and my issues still persist:

They say that the team is “working around the clock to fix my issue.” They “wanted to get this fixed as swiftly as possible.” They tell me to “kindly wait for sometime this issue will be resolved from our end soon.”

Might I add it has not been soon at all; I have been unable to contact the live agents on the ea help website because it seems to be removed now (I used it one day, and the next day, it was gone (nowhere to be found, the next day I checked again, and I found it after digging deep into support articles (where they were not located the day before), I found it again deep in the support articles the next time, then the next time it was gone and nowhere to be found and has been missing ever since.

They say that my “inconvenience is deeply regretted.” They say that they “appreciate your patience and understanding.” The help.ea.com agents eventually tell me to post on the forums and that the community managers will get to my message if I specifically post it in the ‘General Discussion’ section rather than my previous posts to both the ‘Technical Issues” section or posting it in the answer.ea.com forums site. 

The rewards were never provided to me; there was a choice in the in-game help to select missing rewards (and I believe it was specific to grand arena rewards, too), but since the in-game help system does not work well, I have no way to select that. I still have not received any resolution (or even a response in almost 20 days) after contacting the in-game support.

Finialzier LSB issue:

Purchase of Finalizer LSB on 11/28. For over four full days, I never received the content of the LSB. I went to the help button on the PC client and was told I needed to do it on mobile. I did it on mobile, and I was just told to be patient as it is a known issue, and the team is working around the clock to solve it for me. After spending upwards of three hours reaching out to support and being redirected in circles, I finally received my LSB thanks to EA_Gunner on the forums on December 2nd. Later, on December 2nd, However, I could not pre-save this change to my roster for the upcoming GAC because it was 12:36 AM.

Even though I purchased it on the web store, I still have not received my coaxium; when I first reached out, they said it was a known issue, and the team was working on it. When I reached back after several days, they told me that it was a solved issue and that the case had been closed a few days before. This is ridiculous because I still have not received my coaxium and am still missing it. This processing issue has caused many problems. As of December 2 or 3, I attempted to reach out to support again. When I went to the help.ea.com website, I was forced to go through many unrelated articles only to find that the chat button was not there and that there was only an email. So I sent an email, and it took a day for the robot to respond, asking generic questions that I clearly addressed in my original email. Then, a few hours later, I looked on the website and saw that the case was closed. This is beyond absurd. I never received any response or any resolution, and the case is just marked as closed. So then I reached out again and opened a new case, and I received the exact same automatic email asking the generic questions; once again, I answered them and stated how they were clearly addressed in the original email. And with this next case, I didn't get any response, so today, on the 8th, I went to check the case status. Now I see that the chat shows up again (in the exact spot where it was missing the last time), so I opened the new one and told another agent about my issue. Then they told me it was a known issue, and the studio was working on it, so they closed the case. Why would they close the case?

Going back to this issue, I will be able to unlock the finalizer tomorrow, and then I will be able to start the SLKR journey, but it will take me three to four days to complete, and by then, I will have missed the proving grounds. If I don't have SLKR in proving grounds, I won't be able to complete the event and get the rewards (by the way, I am not expecting to complete proving grounds off of a freshly unlocked SLKR; I have done lots of research on how to beat the proving grounds with SLKR, and I have saved all the gear I need to bring him to gear 13). I tried to partially compensate for the massive delay on EA's end by spending over 15,000 shard shop currency for GL event tickets. EA's failure to deliver the LSB kept me from having the Finalizer and SLKR on my Grand Arenas, being able to use them in both fleet arena and grand arena, respectively, not wasting over 4 hours of my time attempting to contact EA but just being redirected in circle, and being able to complete the upcoming proving grounds (along with all of the fleet and squad arena currency that I should have gotten). 

But when I go to the inbox, it says there has been an issue processing my purchase. This does not make sense; I can clearly see my card has been charged, and the finalizer light speed bundle no longer appears in the webstore or in-game store.

I am still missing some coaxium from my webstore purchases but they tell me, "as of this moment, the issue has now been resolved from our end.” And that it is a “solved issue,” even when it has not been solved for me. 

EA's failure to deliver the LSB kept me from having the Finalizer and SLKR on my Grand Arena and being able to complete the upcoming proving grounds (along with all of the fleet and squad arena currency that I should have gotten).

>GAC Fleet Battle Crash:

The game froze and crashed when I started a Grand Arena Fleet battle (12/20/24 at 2:21 PM PST). Somehow, this battle went through and counted as an attempt, and the team was used (even though I never actually got to use it).  It is unacceptable that I lost a grand arena because of issues on your end.

>Charged Extra:

I purchased the upgrade on the webstore from the conquest pass (paid) to the conquest pass plus, and for some reason, it charged me $25 because I wasn't charged in my currency (USD). This is bizarre because I know EA is already tracking me and my purchases (and the location of purchase*), so how did I end up getting charged extra? I believe I was charged extra because it changed it to a different currency right when I tried to purchase it (I am in the US, and I have only ever used USD to purchase anything).

*it is included in my EA Data that I downloaded from the customer portal on the EA website.

SEE LSB Issue:

I tried to get the Sith Eternal LSB, but it doesn't show up in the store anymore, and I didn't get the characters. Additionally, every time I try to purchase the SEE LSB I encounter this issue, and then it disappears from the webstore and will only appear when I delete and install the app, restart the device, and clear all caches... but then the same glitch happens again. I have tried using different devices and I still encounter the same issue

Now the SEE LSB is gone and I wasn’t able to purchase it because the error kept showing up then it would disappear from the store, and repeat over and over again. With this I am unable to complete the malgus proving grounds without the r5 piet, veers, royal guard.

>Store Crystal Bundle:
On Janurary 4th 2024, the game glitched into me purchasing a 1600 crystal bundle when I selected the bronzium data card.

>Dates of issues:

The grand arena fleet issue happened on 12/20/24 at 2:21 PM PST. The Finalizer LSB issue occurred continuously for several days. The inital purchsse was on 11/28/24 at 8:17 AM PST. I experienced the game's soft lock issue on 11/18/24 at approximately 1:25 - 2:35 PM PST; this is the same day I never received the grand arena rewards, which should arrive at approximately 1:00 PM PST (2:00 PM PST with the “spring forward” daylight savings time).