Thank you for contacting us. Swati will help you soon.
Swati
Thank you for contacting EA HELP, my name is Swati, may I start with your first name please?
you
Neil
Swati
Hi Neil, hope you are doing good. I can see that you have contacted us regarding some Restore account issue.
Swati
Can you please elaborate the Issue so that I can understand it well and will be able to provide you a better resolution?
you
Yes, you keep closing my cases with no detail as to why, this is getting incredibly frustrating
Swati
Neil, Firstly, I really would like to apologize on behalf of the previous adviser. Trust me, we really value our players and we really appreciate your gaming enthusiasm.We will surely provide you all the possible assistance.
Swati
Can you please elaborate the Issue so that I can understand it well and will be able to provide you a better resolution?
you
I have a PC account for EA, that works fine, my email address is
[email protected]. my id is xxx, i have had this some time, all works fine no problem
you
I have an Xbox one
you
recently bought, when i try to access any EA product, i get shown a logon with
[email protected]
you
this was an email addr I no longer have access to , probably set it up 10 years ago when i owned an Xbox 360
you
I've provided all this on the original chat and 2 cases ( and more ) yet i keep getting the cases closed with no helpful info as to why
you
my Xbox id is xxx, it was xxx previously
Swati
Oh that's concerning, I am sure that not able to attach your Gamer Tag xxx to you new Ea account can be really inconvenient. I will certainly look into this for you.
Swati
However, for that I’ll ask some questions to review and verify account and then I will investigate and resolve this issue for you. is that okay?
you
ok thanks
Swati
Thanks for the confirmation.
Swati
Neil, as you don't have the access to the email id
[email protected], which is attached to your old EA account. so accordingly I would recommend you to kindly recover your account first. We do have a recovery form that can help you in getting the access back for your account.
you
Yes . ive done this twice and you keep closing the case and not telling me why
Swati
Did you receive any email ?
you
Yes. the same answer in the cases
you
Hey there. I’m Vincent and I’m the EA Help Specialist looking into your EA Account access issue. It looks like there was an issue with the information we received from your web-form.
you
Please go to the website (
http://help.ea.com/account-recovery/web-form) and fill out the web-form again. Remember, the more details you can fill in the better! Your completed web-form will create a new case. I’m closing this current case, but we’ll contact you on the new case as soon as we can. Thanks for your help, and thanks for sticking with us while we review your request.
you
What is the problem, stop messing me about please
Swati
Neil, In this case I would request you to kindly fill all the details in the recovery form properly and please do not leave any space blank, because as per this email your form was rejected because of insufficient or may be some incorrect information.
you
WHAT INCORRECT INFORMATION !
you
This is farcical
Swati
I can totally understands your situation. However in order for us to make any changes to the account or to reveal any info related to the account we need to verify the ownership of the account. And it can only be done via email.
Swati
So please kindly recover your EA account first, so that we can proceed further with your issue.
you
What do you mean by email, your asking me to fill in a form on a webpage, i've done that twice
you
i'm clearly logged in on an EA account here
you
how can i escalate this please , as your delibrately sending me round in circles
Swati
Sure.
Swati
Please wait while I am transferring your chat.
Swati
It's almost done. Please stay connected.
Supervisor
Hi There. My name is Deepesh K. I am the available Supervisor. How may I help you today ?
you
Yes , ive been on chat tiwce, i've filled out 2 webforms and you keep closing the cases with no information as to why
you
This shouldnt be this hard
you
I'm trying to buy your products
Supervisor
First of all I would offer my apologies for any inconvenience caused here.
Supervisor
I will try my best to see if we can get this addressed.
Supervisor
Apologies once again that you had to contact us back and forth
Supervisor
but please understand my point here that we could not help you because the account was not verified.
Supervisor
Still I will put in my efforts in this case to see if we can get this done
you
Im sorry what do you mean by the account was not verified ?
[email protected] ? or my current EA account
[email protected]
you
Obviously i cant access
[email protected] ,so cant verify or do anyhting at all with it
you
my current EA account is verified, i use it daily, i've had numerous sec codes sent to my mobile etc ?
Supervisor
Initially the account must have been verified that is the reason You would have been given the web form option
Supervisor
Yes I am talking about the account that is associated with the email :
[email protected]
you
Unfortunately its probably 8/9/10 years since i've had access to that email, the only EA product i can remember having on the 360 was Bad Company 1, The service prodiver ntl, which is now Virgin, delete the account when you change ISP, so theres no way to get back to it
Supervisor
Let me check
Supervisor
This would take more than 2 to 3 mins
you
ok thank you
Supervisor
Your welcome
Supervisor
Please stay connected
you
thanks
Supervisor
Thank you for waiting
Supervisor
I have checked this case with one of the account recovery team myself to see if why the account web form request was declined.
Supervisor
Apologies sir since the information you have provided you is not sufficient enough to consider the account as verified
you
What information do you need, what on earth am i supposed to do, i have an Xbox i cant use EA games on because i had an account on the 360 8-10 years ago, that makes absolutely no sense
Supervisor
Apologies sir if I am sounding direct at all
Supervisor
But there is nothing much that can be done.
you
Im sorry i dont accept that, thats rubbish. Please tell me what information you actually need
We're sorry; Your chat session has disconnected due to a system or network error. You can re-connect to us by selecting your case in the 'My Cases' section of help.ea.com, clicking 'Notes', then selecting the button marked 'Contact Us'.