False advertisement
I logged in to the companion app at 6pm and saw that the new Chukmawenka sbc had 5 star skills, I compiled it based on this and could put when I went onto my Xbox tha he only has 4. I went into a ea live chat that took over 4 hours to get through the queue and then another hour actually chatting to the assistant. I’ve attached the evidence of this below and also the entire live chat that took up my entire night and so I hope that the my patience and understanding will be rewarded with more leniency when agreeing on a suitable compensation for not only the sbc but also the use of my time for your mistake.
PRERNA (25/09/2025, 00:27:58): Hey Nathan, thank you for being an FC Club Member.
By continuing, you consent to the monitoring and storing of this conversation, including with an EA vendor, subject to the terms of EA’s User Agreement [https://www.ea.com/legal/user-agreement ] and Privacy and Cookie Policy [https://www.ea.com/legal/privacy-and-cookie-policy ].
Thank you for contacting EA HELP, my name is PRERNA, how can I help you today?
PRERNA (25/09/2025, 00:28:16): Hi, nice to meet you. Hope you are doing good. How may I assist you today?
Nathan (25/09/2025, 00:31:11): Hi prerna, I logged onto my companion app on my phone at 6pm uk time and saw that there was a new sbc I looked at his card and it said he had 5 star skills. I completed him because I enjoy doing skills but when I logged onto my Xbox to try him it says he has 4 star. I have a photo of where it says he had 5 star. Also I respect that you have had a lot of other people to help but I have been waiting since 9pm to get through so I hope that my patience will be rewarded with more leniency when it comes to negotiating a compensation for this.
PRERNA (25/09/2025, 00:32:34): Firstly We sincerely apologize for the wait in getting connected. With the recent launch of EA Games , we've been experiencing a high volume of inquiries. We truly appreciate your patience and cooperation, it means a lot to us.
Thank you for being here, and we're excited to help you with whatever you need!
PRERNA (25/09/2025, 00:32:52): Hi, nice to meet you. Hope you are doing good. Don't worry! I'll try my best to work toward a resolution for you & provide helpful information.
PRERNA (25/09/2025, 00:33:05): Could you please help me with the EA account email and the Xbox gamertag.
Nathan (25/09/2025, 00:33:52): Thankyou very much Prerna. My EA account email is
Nathan (25/09/2025, 00:34:00): And my gamertag is
Nathan (25/09/2025, 00:34:12):
PRERNA (25/09/2025, 00:34:34): Thanks for the information.
PRERNA (25/09/2025, 00:35:22): Could you please share me both the images of your phone where it is showing the 5 star and of your Xbox where it is showing 4 star.
Nathan (25/09/2025, 00:36:32): I don’t have one showing 4 star but if you go onto any website that showcases cards such as Futbin you will see it is 4
Nathan (25/09/2025, 00:37:06): I didn’t take a photo of when I looked on my Xbox but I can if you would like but you can see it’s 4 by looking online?
PRERNA (25/09/2025, 00:37:20): Alright, Let me check it.
Nathan (25/09/2025, 00:38:35): Thankyou and also just to clarify I did only do the SBC because it said 5 star and so if they changed it later it was too late as I completed straight away sort of thing
PRERNA (25/09/2025, 00:39:05): Alright, May I know the SBC name that you completed?
Nathan (25/09/2025, 00:39:46): Maybe if you could check the file again as I don’t know how to spell his name but it’s something like Chukmawenka or something
PRERNA (25/09/2025, 00:41:07): Alright thanks.
Nathan (25/09/2025, 00:44:46): Would you mind updating me on the situation please Prerna?
PRERNA (25/09/2025, 00:45:24): Yes, Thanks for your patience.
PRERNA (25/09/2025, 00:47:00): So as I check with the team and want to inform you that it might be visual glitch you don't need to worry on this, In this case I request you to wait and with to that I also mentioning your concern in my case not that will be share to the dedicated team. So that the team onec can check it on ther end also.
Nathan (25/09/2025, 00:49:01): Ok no worries thanks for the help, is there any way to know how long this will take and i know you said you need to share with a dedicated team but can i stay in this chat with you as i dont want to wait in a queue again?
PRERNA (25/09/2025, 00:51:17): I know that you are worry but as I said I will share with the dedicated team and then tey will chjeck so it will take time and that is not possoble on the live chat and While I cannot provide an estimated timeframe for when this will be addressed, I assure you that it will be reviewed. Additionally, you may find other players with similar feedback or issues on the [EA Answers HQ forum](https://forums.ea.com/), where you can upvote relevant posts.
Nathan (25/09/2025, 00:53:11): I checked on their and there is no one saying it… I don’t know if you have access to see the players I submitted in this SBC but I could give you some names as the ones I would like and feel like I deserve back since it was falsely advertised?
Nathan (25/09/2025, 00:54:18): I had an issue a couple years ago where I accidentally discarded a player before the quick sell recovery was invented and received him back so to my knowledge you should be able to drop players onto my account
Nathan (25/09/2025, 00:55:59): At this point it’s been about 5 hours trying to resolve this together and so I would just take a couple of the higher value cards I put into the sbc to resolve this quicker so you can help some other people
PRERNA (25/09/2025, 00:56:26): I truest you on that and plase rest assured I am providing you the best suggestion above as an advisor we don't have authority to grant you any content from our end as the game is connected to the online servers and from our end we are unable to grant any content and if it would be in my hands, I would have definitely done something for you in this but this is something which is out of my reach as you know I am just an ordinary chat support advisor and there is nothing much in my hands.
Nathan (25/09/2025, 00:56:27): Also I understand you are trying your best and it’s greatly appreciated thankyou
PRERNA (25/09/2025, 00:57:23): So please understant as I stated you that I am sharing the concern to the team as well as requesting you to please post the issue on the forums and where the community team manger can help you with additional & advance steps to get this solved.
PRERNA (25/09/2025, 00:58:30): Your welcome and thanks for understanding.
Nathan (25/09/2025, 00:58:41): Ok I will post it but could my case be moved on quickly sort of thing as this has took up my entire night and it’s still on going as it can’t be sorted here
Nathan (25/09/2025, 00:59:45): Is that the only way we can do it or can I have one of the community team manager personally email me? As I’m scared that I will post this forum and it won’t get anywhere whereas I’m in a chat with you now and we could try fix it?
PRERNA (25/09/2025, 01:00:10): I do understand that you are waiting from so long but when you post the issue on the forums so you will get the response from the community managers on the same post as soon the managers will check and investigate it.
Nathan (25/09/2025, 01:01:45): Is there no one in the room no that could come on here and sort it now sort of thing, do you share the same office as one of these managers? As it’s 1am in England and so I don’t think they will reply straight away and it would take up more of my time sort of thing tommorow and I work
PRERNA (25/09/2025, 01:04:05): If are mangers works on the same room then I love but as every company and teams has proper place to work and all the authorities can't works from the same place as some teams works from different location also, So due to that I am redirecting you to the correct place that is forums and I understand it's frustrating to feel passed around when all you need is help. I’d feel the same way if I were in your shoes. I assure you that the information I have provided is 100% authentic.
PRERNA (25/09/2025, 01:06:50): I hope you can understand the situation, as we are unable to fix the issue for you right away. I do really appreciate for your time & patience. Please let me know if there is anything else I can do for you?
Nathan (25/09/2025, 01:10:22): Thankyou Prerna I appreciate this. So just to double check as you asked for my gamertag and my email is there actually no way you could just drop a couple of the players I submitted into a falsely advertised sbc back onto my account so we can resolve this together and I can go to bed. As I said earlier I had an issue in FIFA 20 where I accidentally discarded a card and the person in this exact live chat setup put him back on my account straight away so I was just wondering if you could do that. Once again thankyou for helping with this and understanding my situation however I’m not really happy with how this is going to end as like I said I have used up my whole night because of a mistake made by the people you work for and it will go on for god knows how long once we both split of this chat. I’ve been a loyal consumer for over a decade spending probably thousands at this point into these games and I feel like I deserve more. I hope this doesn’t come across as rude or anything I appreciate what your doing I’m simply just expressing my feelings on this.
PRERNA (25/09/2025, 01:14:19): I completely understandable to feel frustrated and disappointed in this situation, especially after investing so much time, energy, and money into a game and its ecosystem. You’ve expressed yourself respectfully and clearly, and it’s evident how much this means to you.
PRERNA (25/09/2025, 01:14:55): Unfortunately, I’m not able to directly access or modify EA accounts or game content, including restoring players or items. That kind of action can only be taken by game team through their official channels. I know you mentioned a similar issue in FIFA 20 where someone helped you instantly — and it’s reasonable to expect that same level of care again, especially when the mistake wasn’t yours.
Nathan (25/09/2025, 01:17:24): And so as I mentioned earlier is there a chance I can be escalated quickly through maybe an email from one of these game team members as I question the legitimacy of the outcome I will receive from the forum not to mention the time I will wait for a reply since I assume they are in bed right now
PRERNA (25/09/2025, 01:19:15): You can aslo contact the email team but then you will get the same response that I stated you above and that's a reason as you waited for so long I directly sahre you the correct way as the community manager can only check and after investigation a=can help you, I hope you understnad it.
Nathan (25/09/2025, 01:19:56): So the quickest and best way is the forum?
PRERNA (25/09/2025, 01:20:52): Yes, beacause as an advisor we are not authorised to grant can content from oyr end and if it would be in my hands, I would have definitely done something for you in this but this is something which is out of my reach as you know I am just an ordinary chat support advisor and there is nothing much in my hands.
Nathan (25/09/2025, 01:24:18): Ok no worries I’ll post on the forum, but I just scrolled up and it took 30 mins in the chat just to be told to go to the forum. I appreciate I may have made this abit longwinded by trying to get compensation out of you instead but also I feel as if all the expressing and time will not be taken into consideration on this forum and it would have been wasted
PRERNA (25/09/2025, 01:25:49): I do understand that but The time it takes to resolve an issue can vary based on the complexity and the workload. Typically, it might take anywhere from a few hours to a couple of days for them to investigate. Rest assured, it will address as swiftly as possible.
PRERNA (25/09/2025, 01:27:11): I hope you can understand the situation, as we are unable to fix the issue for you right away. I do really appreciate for your time & patience. Please let me know if there is anything else I can do for you?
Nathan (25/09/2025, 01:28:47): Ok no worries thankyou for your time Prerna. One last thing is there any chance you could quickly type a couple of words saying how I have waited 5 hours total tonight for this and how I have expressed myself in a respectful manor. This is so I can screenshot the chat and show on the forum this side of it aswell as my photo evidence
Nathan (25/09/2025, 01:29:18): Or if I can just save this whole chat somehow so I can show on the forum?
PRERNA (25/09/2025, 01:31:22): Yes you can do that after this chat ends you will get the option to download the chat on your end.
Nathan (25/09/2025, 01:31:58): Ok no worries I will do that. Enjoy the rest of your shift Prerna. Thanks for your time
PRERNA (25/09/2025, 01:32:31): Your welcome and once again thanks and so sorry for waiting so long in the queue.
PRERNA (25/09/2025, 01:32:35): It was a pleasure assisting you in the chat, Before ending this chat session I will request you to take good care of yourself. For further help please reach back out to us on help.ea.com. Thanks for contacting EA help. Have a great day.
Nathan (25/09/2025, 01:33:36): How do I end this without deleting the tab I’ve opened so I can save this chat? Can you end it?
