Evan

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Chat started at 20:52

• Thank you for contacting EA HELP, my name is Evan, may I start with your first name please?

Evan

• James Cooper
• Evan, I was just speaking with "Sonali" and he abruptly closed my conversation for no reason. The case was not solved
• I was trying to explain to him that I would prefer to follow up on previous unresolved cases via email.

20:54

• Sonali provided the URL: https://help.ea.com/en/contact-us/
• He said I can select e-mail as a contact option. This isn't true though. That link also didn't open.
• Can I screenshot and attach what I see as the contact options on my screen?
• If you'd like I can take a moment and read through your previous case with my colleague!

Evan

20:55

• SURE

20:56

• So let me just clarify the issue you're having is that you haven't yet received a Nick Pope Birthday card correct?

Evan

20:58

• Correct
• Let me look into this some more for you. I will return shortly

Evan

• But I also have some other cases, which I need to follow up. The online chat mode was far too tedious and I wanted to follow them up on email. I've tried to message EA Sports on the official EA Sports FIFA 20 Instagram and Facebook. But no one replies. I also messaged James Salmon, senior manager for Northern Europe. But he didn't get back to me either.

21:00

• The previous assistant, Sonali, said I could select email as a contact option. Right now it actually says: RECOMMENDED SUPPORT OPTION Sorry, No Channels are Available.
• Let's look at Nick Pope first
• . Nick Pope – Submitted squad in time with 10 seconds to go. Made me select if I wanted to confirm as players in SBC were in other squads I had. I confirmed. Then it said error and didn’t give me Nick Pope. Tried to contact immediately after but closed on Sunday. Spent 60K on this SBC and 30 minutes. Also the issue now is that all the players I bought for that particular SBC, their market value is half of what I paid now the SBC for Nick Pope has gone. So, I have wasted coins and can’t even get all the resell value back. Ideally, I just want get my missing content – Nick Pope FUT Birthday card.
• OK, so this was a birthday objective for the SBC in which the reward was Nick Pope, is that the gist of the issue?

Evan

21:02

• Yes. Please read my last paragraphs. I submitted the squad on the SBC. It accepted it. Then requested to confirm if I want to submit the squad again because 1 or more players were from the SBC were already in previous inactive squads I wasn't using. Then I clicked yes to confirm. There was a loading sign and it took about 30 seconds. It then said there was an error and it logged me out of the SBC. When I logged back in, the Nick Pope SBC had disappeared because the deadline had passed.

21:05

• Alright, before I continue with the missing item any further I'm required to provide you with a disclaimer. I will definitely do my best to find out what happened after you have accepted it.

21:06

• If you report that you've lost an item in-game, but you didn't lose it or never had it to begin with - that's a false claim. We take false claims very seriously, so we warn everyone who contacts us for missing items about our false claims policy to help keep a fun, safe, and secure environment for you and all players. If you make a false claim to us, we may need to suspend your gameplay or even close your account. Do you understand and agree to this?

Evan

• Yes

21:07

• Please read my explanation carefully. Ultimately, I submitted my SBC squad before the deadline. However there was an error message after I submitted it. This took about 30 seconds to appear. The screen was simply loading all that time. It then logged me out of the SBC. The deadline had passed. I didn't receive the Nick Pope card.

21:09

• I have read your explanation carefully and understood it. Do you know what time you did this?

Evan

21:09

• You can work that out from my explanation. I submitted the squad in the last minute of the deadline for the Nick Pope SBC

21:11

• I have screenshots of some of the players I bought to complete this SBC. I've sold 2 for very cheap.
• The rest are all now worth half of what there were when I bought them because the Nick Pope SBC inflated the market price of those players.

21:12

• Ok, so it would've been the SBC you completed on 4/12/2020. A few of the submitted players Memphis Depay, Bafetimbi Gomis, and Martin Terrier?
• Does that sound correct?

Evan

21:13

• No
• They were in another SBC
• Would you like me to name you the SBC team I submitted
• ?
• I have 2 SBCs that I can find for you here. The other one was submitted on the 10th and had Kieran Trippier, Jerome Roussill, Alex Berenguer and a few others. Is that the one?

Evan

21:15

• No
• !
• OK, thank you for clarifying. What were the names of a few of the players you put into the SBC and their OVR?

Evan

• I'll type out the team
• Pavlenka
• What is his OVR?

Evan

21:16

• 84
• Next player?

Evan

• Gulacsi - I paid 15000
• Akanji - I paid 6000
• Could I get the OVR of each player please?

Evan

21:17

• Can't you look that up yourself?
• Would you please provide me with the OVR of the players you submitted into the SBC?

Evan

• 84

21:18

• That was the requirements
• Gulacsi OVR 85
• Akanji OVR 83
• Javi Martinez - paid 7000 - OVR 84
• I'll tell you everyone
• what I paid and their rating
• Delaney - 2500 coins - OVR 82

21:19

• I understand that James, I'm just doing all the research I need to do to make sure I get everything I can for you.
• Sancho - paid 8200 - OVR 84
• And you purchased these players in trades correct?

Evan

• Brandt - paid 5000 - OVR 84

21:21

• I purchased all the players for this SBC apart from Pavlenka. He was already in my squad
• Havertz - paid 7000 - OVR 84
• Perisic - paid 8000 - OVR 84

21:22

• Kramaric - paid 2500 - OVR 83
• Did you purchase all of these players right before submitting the SBC?

Evan

• All in the last 5 minutes
• yes
• I didn't purchase Pavlenka

21:23

• I already had him
• he is an untradeable card

21:23

• So as far as I can see James, I can see Jiří Pavlenka still in your inventory and he has not been submitted to an SBC. We don't have any records of you purchasing the other players or records of the SBC being submitted. With all of that information I will have to deny your claim.

Evan

21:25

• No
• I submitted the photos
• I have proof of these players

21:26

• I can show you
• !
• I have photos now
• and I just sold 3 of them in the last hour
• you can check that
• every single God damn player
• so don't accuse me of lying
• you're liable
• I have proof of these players and you're telling me I don't
• !
• We don't accept external references of the players we are required to use our internal tool. Was there anything else I could help you with today?

Evan

21:27

• Yes
• you haven't helped
• I have these players right now
• in my club
• So check again
• Also check my last trades from the last hour
• If there is nothing else I can help you with I'm going to have to disconnect the chat.

Evan

• If you are unable to do that, I need to speak to a supervisor
• Thank you for contacting EA Help, have a nice day James.

Evan