Ramil (9/23/2025, 5:31:22 AM): 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 Ramil, may I start with your first name please? justin (9/23/2025, 5:31:28 AM): justin justin (9/23/2025, 5:32:21 AM): i am missing in game content that i purchased justin (9/23/2025, 5:32:56 AM): hello justin (9/23/2025, 5:33:46 AM): hello justin (9/23/2025, 5:34:28 AM): ramil are you there Ramil (9/23/2025, 5:34:32 AM): Hi justin! Thanks for contacting EA. I'm Ramil. I hope you're doing well. I would like to let you know that this can be answer by our designated team. Would you like me to transfer you now so the problem will be assisted accordingly? justin (9/23/2025, 5:34:41 AM): yes please justin (9/23/2025, 5:34:55 AM): please transfer Ramil (9/23/2025, 5:35:52 AM): Alright. Please stay on the chat! Rohit (9/23/2025, 6:59:56 AM): 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 Rohit, may I start with your first name please? justin (9/23/2025, 7:00:07 AM): justin justin (9/23/2025, 7:00:38 AM): i’ve been waiting almost three hours rohit lets get this fixed asap please Rohit (9/23/2025, 7:01:10 AM): Hi , Nice to meet you. Hope you are doing good, How may I assist you today? justin (9/23/2025, 7:01:29 AM): i am missing in game contact i purchased Rohit (9/23/2025, 7:02:08 AM): Do not worry at all! I will try to help you in the best possible way. May I know the email that is linked to your EA account ? justin (9/23/2025, 7:02:32 AM): mwah_haha223@yahoo.com Rohit (9/23/2025, 7:09:29 AM): Thank! Rohit (9/23/2025, 7:09:37 AM): May I know what content are you looking for? justin (9/23/2025, 7:10:16 AM): season 2 premium pass for mut, i never got it but 1500 credits were taken from my account Rohit (9/23/2025, 7:11:12 AM): From where did you purchase game? justin (9/23/2025, 7:12:06 AM): the xbox store justin (9/23/2025, 7:12:21 AM): game was purchased from xbox store, credits were spent in madden store Rohit (9/23/2025, 7:13:44 AM): Thank to know. justin (9/23/2025, 7:17:47 AM): whats going on rohit Rohit (9/23/2025, 7:18:16 AM): Meanwhile, checking the details on the issue, may I ask how was your day today? justin (9/23/2025, 7:18:56 AM): no just work on the issue please Rohit (9/23/2025, 7:19:48 AM): I have checked your case where you are facing issue wtih the season 2 premium pass however purchase made from the Xbox end that is why we can not track the record from our end. Here, I would recommend to contact wtih the Xbox support so they will help you to find it. justin (9/23/2025, 7:20:05 AM): no, i purchased through madden this is a madden issue justin (9/23/2025, 7:20:26 AM): i just told you i didnt get the content from the madden store justin (9/23/2025, 7:20:43 AM): please help me this is not an xbox issue justin (9/23/2025, 7:20:57 AM): season 2 premium pass was purchased from the MADDEN STORE justin (9/23/2025, 7:23:29 AM): i spoke with Varsha 3 days ago about this issue she told me a team was working on a fix but she clearly lied to me if you are telling me something different. I need help fixing my issue. I did not receive content that I paid for through the madden store. I spent 1500 madden store credits, and did not receive my rewards. Please help. Rohit (9/23/2025, 7:24:26 AM): Could you please share the case number wtih me where you contacted us last time? justin (9/23/2025, 7:25:08 AM): yes standby justin (9/23/2025, 7:25:35 AM): 222883850 Rohit (9/23/2025, 7:27:44 AM): I have checked your case 222883850 where you have contacted however, there is no full conversation on it. justin (9/23/2025, 7:28:20 AM): ok justin (9/23/2025, 7:28:23 AM): fix my issue Rohit (9/23/2025, 7:29:04 AM): I have shared the information on your case however, we do not have option to add it. justin (9/23/2025, 7:29:19 AM): ok so add my credits back and ill buy it again justin (9/23/2025, 7:29:35 AM): how can i escalate this issue this is taking too long to fix justin (9/23/2025, 7:30:21 AM): is there a supervisor or someone else i can speak to no one here seems to understand my problem, its been 4 days and over 6 hours of waiting in queue to speak to people reading off a script. i need actual help Rohit. Please help. justin (9/23/2025, 7:31:15 AM): when i check my transcripts from the previous chat with Varsha I can see the whole thing, do you want me to send it to you? Rohit (9/23/2025, 7:31:48 AM): I am really sorry but we do not have option to add manually. justin (9/23/2025, 7:32:05 AM): ok so what can you do justin (9/23/2025, 7:32:18 AM): how do i get my missing content Rohit Rohit (9/23/2025, 7:32:44 AM): We can provide the exactly information whcih can help you in your case. If you do not believe my words then you can contact anyone and asks same. justin (9/23/2025, 7:33:18 AM): ok so tell me justin (9/23/2025, 7:33:39 AM): are you saying you can’t fix my issue? Rohit (9/23/2025, 7:34:17 AM): I apologize that I could not help you much this time, but I assure you that I have shared all the correct information with you. Since, I have already shared all the information regarding the concern, please let me know if there is anything else you want me to help you with or I will unfortunately have to end this chat session now. justin (9/23/2025, 7:34:57 AM): Rohit, you haven’t told me what to do justin (9/23/2025, 7:35:08 AM): I told you this is not an xbox problem justin (9/23/2025, 7:35:29 AM): so what do i need to do before you end the call and I submit a complaint in the survey, please tell me what to do justin (9/23/2025, 7:35:36 AM): you don’t need to end the call, tell me what to do Rohit (9/23/2025, 7:36:01 AM): I’m afraid but as much as I’d like to help it seems rather difficult. Is there anything else I can help you with else we might need to disconnect this chat. justin (9/23/2025, 7:36:19 AM): Xbox will tell me reach out to you. If you cannot tell me what to do, please tell me who to get a refund for the game, or how to submit a complaint Rohit (9/23/2025, 7:36:21 AM): Since I’ve already provided required information regarding this case, I am now ending this chat session. Thank you for contacting EA Chat Support.