Customer support not helping

Hi @Deadstar2040,

Unfortunately, there's no phone line up and active, our phones were closed when lockdown took effect. It's correct, in order for the support team to be able to offer assistance for our mobile gamers, they need players to send in a help ticket from the game account. When you reach out via other means, the information they need to assist is missing and they'll direct you back to the in-game account for a help ticket in order to gather that and start helping.

Can you add some more context about what issue you're experiencing? I may be able to share advise to help you out and save you go to support. Could you also share a screenshot of the message you're getting when you try to send in a ticket from your game? If I can't help fix your issue from the forum and it needs the support team's assistance, I'll try my best to help you get in a help ticket from your account. 

- EA_Lanna

I am missing content from a purchase I made going on 2 weeks ago now. I sent screenshots of my player id (also typed it in my case), ally code and the proof of purchase. It was through my carrier not google otherwise I would have just disputed through Google. I click the cog in game, select help and it opens chrome (I'm using a Samsung S20 Ultra 5g) to the attached screenshot. I then scroll down and select contact us (attached) then it takes me to a create/resume case page (attached)

Hi @Deadstar2040, 

Thanks for elaborating and sharing those screenshots. Missing content is something only the EA support team can help with so this will need an in-game help ticket. 

Every step you've described following when opening an in-game ticket is correct. It should be opening up the browser to help you send in that ticket. In one of your screenshots there was a 'create a new case' button (highlighted it in red on the image under the spoiler tag). Can you click that and send that in during our hours of operation? Our new Hours: 8:00 a.m. to 11:00 p.m, UTC Monday - Saturday. This should send through the needed details the support team is looking for. 

Spoiler

- EA_Lanna

I've done that a few times now, it takes me to the attached, i fill that out and it just creates a new ticket number (I make sure to enter my player id correct every time). It says select contact option, i click that,, it moves to the next screen (see 2nd attachment). I fill that all out and Then we just start the please send a ticket in game routine all over again.

And yet again is the SAME RESPONSE for the 11th time from customer support, just a new name. They don't even read the case issue or notes

They still keep sending the same response

This is a standard tactic from their variously located support staff to "pass the buck". I have been asked that from both the cases I have rtaised in game, and every time it opens chrome up.

Its infuriating, I've never had a ticket with them in the 5+ years I've been playing and their customer service is so far beyond s***. They don't even read the message, just the subject line