Community ManagerHi @AZgo6,
That does sound odd. I'm not sure what would be causing that for you...
If you need to get in touch with the support team, you could try calling them directly and asking them to help you set-up a callback once they've located your account. They can investigate this from there. The UK support number is +44 203 0141818 and is available 9AM-9PM GMT, Monday through Saturday.
If you are calling directly from your own phone then the cost can be expensive so I'd suggest using a Voice-Over-IP service like Skype or Google Voice and contact our UK support directly. It helps to set your location to the country you are contacting as well.
Regarding your friend, if he's experiencing the issue it'd be best if he got in contact with the EA Help team from his own account for assistance.
