Thanks for the reply @Phantomlover1717
I'm not sure why they want me to verify my account with a code but maybe it's a security measure. Each agent will ask me to verify the code sent to me before they will proceed with evaluation. Their responses are in a time zone that appears to be 10 hours ahead of me I'm assuming if they're getting back to me in their morning or afternoon hours. I am in the US and have repeatedly asked for someone to contact me in Eastern - Pacific time zone business hours.
I tried again today and laughed, as I waited for two hours for a response after waking at midnight, because it seems like such a simple task.
At 2am I finally had enough, and tweeted at EA Help this attached photo and asked why such a time-sensitive verification process is being done through email.
I am lucky in that the EA Help Twitter rep seems to be in eastern European time zone but what if I had waited until 9am my time? Would they have brushed me off like all the other tweets from people sent 6 hours prior to their logging on?
I was told if I don't respond right away to the agent's email, they move on. Also, that I should simply look for the live chat contact preference when submitting a ticket. If you try to submit a ticket for any and every issue available, live chat is never an option for contact preference. There is no issue that says "restore game" either. It is really frustrating that the EA Help rep insinuates that customer support is expecting customers to be sitting and staring at their inbox waiting to respond immediately as soon as they reply, yet it takes up to 72 hours for help responses on their end. I am treated like my time is not valuable and I, as a customer, am not valued either.
The exchange with the EA Help rep on Twitter took close to three hours, with me staring at my DMs and responding immediately the entire time, that's about the closest thing to live chat I've ever received from EA.
At close to 5am my time the rep finally said that they would simply 'escalate' my issue to the TSM team and it could probably take a while to get a response.
I am blessed that I did not have work this morning because there's no way I could perform my job well at this level of sleep deprivation and frustration. My time is money, and that's money I spend on EA's games so I would like for them to tell me why I should spend any more of my income on their games when I get treated like this.
My rant is over and at this point I want someone from EA Support to investigate this matter because something needs to be done about lack of support for western time zones and agents requesting for customers to verify time sensitive codes through email. There has to be a better way.
@DancingHippy137 I'm glad you got the case escalated and hopefully your account will be restored soon!
I often find that with these big companies, sending them a DM on social media works the best.
But even then I've waited a month to get a proper response with a different company than EA. The fastest ever was within a minute, which shocked me to be honest.
It seems these big companies have a massive support load and never enough people to take care of it all.
Thank you for your reassurance and solidarity in my case. I know I'm not alone, a lot of people have come forward to share their experiences with me and to offer kind words. I will make it through!
Unfortunately you are correct, there seems to be a shortage of quality support and expecting a big company like EA to handle it well is probably naive of me but I only feel this way because of how much money I've spent on this game since 2018 and how resistant I am to spending $60 on a full game. When I look back at my purchase history, at that price I've essentially "bought" TSM once every year. So if I've been spending casually so easily, I feel like many others are probably in the same boat.
