https://www.youtube.com/watch?v=y6eCwE8oCIEEA advisor can’t see my untradeable collection and discarded items
I played a game of rivals with my Duncan Keith synergy veteran card before bed. Woke up the next morning and he’s nowhere to be found.
Called EA support and the advisor searched my account for about an hour and found nothing.
As it’s an untradeable card the only thing that could’ve happened would be that he was quick sold.
Advisor said my discard/quick sell list was empty.
To try to find out why that was, I quick sold a few players and after an hour it still showed that nothing had been sold.
The next issue we found was that he could only see my tradeable cards that weren’t currently on my team and that none of my untradeable cards appeared on his end.
Hoping for some help from someone behind the scenes as this issue could eventually affect more players trying to recover lost content or verify that it was ever there.
Thanks
Called EA support and the advisor searched my account for about an hour and found nothing.
As it’s an untradeable card the only thing that could’ve happened would be that he was quick sold.
Advisor said my discard/quick sell list was empty.
To try to find out why that was, I quick sold a few players and after an hour it still showed that nothing had been sold.
The next issue we found was that he could only see my tradeable cards that weren’t currently on my team and that none of my untradeable cards appeared on his end.
Hoping for some help from someone behind the scenes as this issue could eventually affect more players trying to recover lost content or verify that it was ever there.
Thanks
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Howdy, Stranger!
Replies
Unfortunately, this isn't something we can help with on the forums. You'll need to open another case with support. You might want to also try @EAHelp through Twitter or Facebook (facebook.com/eahelphub). Your case should be escalated to a specialist for investigation.
You should also check your sets to see if they were accidentally included in one.
The advisors I spoke with said they had no further contacts to escalate the issue with and that my best bet was a forum post to hope that someone with more authority might see it. If you have any other suggestions I would greatly appreciate that.
Thanks
Did you try @EAHelp through Twitter or did you open a case? If you didn't try our Twitter help, that's the route I would suggest.
Do you know if things like this that happen year after year even get looked at to fix?
I did after you recommended it but I was told they won’t look into issues with the system on their end unless they have multiple cases of the issue.
I was also told that I may be lying about my missing team even after sending a video showing my PSN and my current team and collection.
The NHL specialists will contact me if they find my card but it’s already been proven by multiple advisors that they won’t be able to. I’ve played this game since the early release. I don’t think anyone’s highest card starting then would be an 82 Overall as they’re claiming...
I do really appreciate you chiming in.
According to Logan the Twitter advisor they won’t look into it until it happens to multiple people.
Sounds proactive to me.
I’ve proven that I pre ordered the ultimate edition meaning I should have a synergy vet which I did.
They checked my collection and I don’t have one.
They checked my discards and he’s not in there.
I have pictures and vids of him on my team.
But because there’s no log of it in their system I’m a liar.
The advisors all agreed with me that every sign points to me owning this item but they can’t restore anything due to “policy” that states it needs to be in their records.
Broken game
Broken system
Broken company
My fear is that if this happens to one of the many cards I’ve spent money to pull and make, they will claim that I never had it.
Just wait till this happens to the masses. Best of luck to everyone.
I can't discuss the case details here, but this will be investigated. Sorry for the trouble. You're welcome to send me a PM as a reminder to check on it next week.