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Fernando-Seixas's avatar
Fernando-Seixas
7 years ago
Solved

Crystals missing

Product: Star Wars: Galaxy of Heroes
Platform:Android Phone
What type of device are you experiencing the issue with? Sony Xperia Z5
OS Version 7.1.1
Ally Code: (Find it here: http://bit.ly/AllyCode ) 595-511-721
What type of issue do you have? Other
How often does the bug occur? Every time (100%)
Summarize your bug Yesterday I was buying energy refills and I lost my internet connection for a few moments. During that brief moment the 50 crystals were deducted from me but I never got the refill. My crystals spending on Feb/12 was 2 cantina refills (2 x 100 crystals), 3 energy refills (3 x 50 crystals) and node refresh (25 crystals) for a total of 375. I somehow lost an additional 50 crystals, which I believe was due to the connection error. If you do verify the error, I would like to be refunded for the 50 crystals.
Steps: How can we find the bug ourselves? Please check the log in my account for Feb/12. Since I keep track of all my crystals and I am 50 crystals short, I believe its due to this connection error.
Connection Type Wifi
Please select your region South America
Country Brazil

‌

Yesterday I was buying energy refills and I lost my internet connection for a few moments. During that brief moment the 50 crystals were deducted from me but I never got the refill. My crystals spending on Feb/12 was 2 cantina refills (2 x 100 crystals), 3 energy refills (3 x 50 crystals) and node refresh (25 crystals) for a total of 375. I somehow lost an additional 50 crystals, which I believe was due to the connection error. If you do verify the error, I would like to be refunded for the 50 crystals. Please check the log in my account for Feb/12. Since I keep track of all my crystals and I am 50 crystals short, I believe its due to this connection error.

bug

7 Replies

  • Fernando-Seixas's avatar
    Fernando-Seixas
    7 years ago

    Hello @EA_HighCommand , I did as you suggested and contacted customer support. A reply to my first message (#46762409) told me to file the complaint through in-game bug report, which I did, generating case #46762819.

    Both cases are closed now, and unfortunately I did not receive and feedback or response to my request. I checked my SPAM folder and there is nothing there.

    I am truly disappointed with the service and would like to receive a formal explanation about the case. I play this game everyday and also spend money in it.

    Best regards,

    Fernando Seixas

    EDIT: mispelling

  • EA_HighCommand's avatar
    EA_HighCommand
    Icon for EA QV Team rankEA QV Team
    7 years ago

    Hi @Fernando-Seixas and sorry to hear that.

    That was certainly not the outcome you were looking for. I have a look tomorrow morning first thing and keep you posted.

  • Fernando-Seixas's avatar
    Fernando-Seixas
    7 years ago
    Thank you very much for your attention @EA_HighCommand, and sorry if my previous message sounded a bit rude.

    I will await your response.

    Regards,

    Fernando
  • EA_HighCommand's avatar
    EA_HighCommand
    Icon for EA QV Team rankEA QV Team
    7 years ago

    Hi @Fernando-Seixas and no worries, you didn't sound rude at all.

    I checked your case and verified that it had all the information required, so I forwarded it to one of my colleagues with the support team to get you sorted out asap. You should receive a message from him soon.

  • Fernando-Seixas's avatar
    Fernando-Seixas
    7 years ago

    @EA_HighCommand, I just received the answer from your colleague.

    Thank you very much for handling the situation and solving the problem. You have my respect!

    Please pass this complimento to Alex S., who solved the case.

    Have a nice day,

    Fernando

  • EA_HighCommand's avatar
    EA_HighCommand
    Icon for EA QV Team rankEA QV Team
    7 years ago

    Glad we got it sorted and I make sure to pass your regards to Alex =)

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