Community Manager
Hi everyone,
Decided to do another chat today. Just ended up in another "I will escalate this to our team". Mind you, last time this happened, I heard nothing for like a week. This rep was more hopeful though saying it shouldn't take too long so, we'll see.
This being said, they provided a new piece of information:
Main Line: +1 (650) 628-1396
Customer Support: +1 (650) 628-1500 (Available Mon–Fri, 10 AM to 6 PM PT)
These are US based numbers for EA's HQ according to my rep. My rep claims this was from the EA Forums – Complaint Thread but I can't find that for the life of me. Either way, I know what I'll be trying come tomorrow. Hopefully this might help some of you out as well.
This aside, it's getting to the point where, obviously, we'll need to start contacting outside of just EA Help's chat and forums. I've already submitted a complaint to the BBB. I saw on Reddit that someone got their false ban turned around by physically mailing a letter to EA HQ, so I might do that as well if this phone number doesn't lead directly to them or the call doesn't give a resolution.
There is also the option for U.S citizens of contacting your state's Attorney General to investigate customer complaints. I will definitely be looking into that as well. For me, the link for that would be :
https://www.attorneygeneral.gov/submit-a-complaint/consumer-complaint/
The funniest part is I can indeed prove that I got part of my compensation, as I have some of the tokens they provided still in my inventory, and yet they can't just give me a measly $10 Battle Pass.
Called both numbers today.
+1 (650) 628-1396 is a fax line. Might come in handy later.
+1 (650) 628-1500 does connect to the EA HQ IVR, but the options are indeed a bit more on the corporate side. They even say for game issues to contact EA Help, basically. Considering EA Help advised me to contact this phone number, I still left a message by pressing option 1 for some sort of customer support, and explained the situation. I gave them my name, number, a preface that EA Help advised me to contact them, and then summarily described the situation. I am now waiting on a call back, but my shift starts in 2 hours so we'll see if they even call me back in time for me to answer.
I'm going to file a consumer complaint to my attorney general, and start drafting a letter to go out via physical mail to the EA HQ. I'll try and keep the progress updated here.
I finished filing a complaint to my state's attorney general, and I'll be waiting to hear back. I'll also get started on drafting a letter to EA HQ just in case I never hear back from them. For those who may be interested in doing the same, here's their physical address:
209 Redwood Shores Pkwy., Redwood City, California 94065
My state's attorney general presented my complaint to the business but the process is completely voluntary - so it's more of a formality if they respond according to the email I got from them. Nonetheless, it might bring more attention to the issue.
I also sent out that letter and addressed it to the attention of Customer Relations. Printed out proof of purchase, proof of lacking the in-game S1 Battle Pass, and the image the official Battlefield twitter shared about compensation. That plus the letter should cover all bases and leave no confusion for whoever gets it, hopefully.
Sucks Vince has gone radio silent on Twitter since the game launched. He seemed really adamant about EA App players getting into the game and compensated.
