The story goes:

 

In fifa 20 ultimate team I was rewarded a jumbo gold pack for players and different items and this pack opened and a purple piro went of this means that I get a future star player these players are very rare but the system freezed before it passed the purple piro and crashed so after numerous attempts to get back in it showed 34 unclaimed items but no future star so I phoned your customer service team who advised me that they could not see the acc because of a error they had but could tell me what players I got 🤔

 

Accept the one I got in a player pick pack they said I never got that player today when I was the one that picked it so they went away to look into it and said there has been none issue and they can't do anymore and asked me to call back. 

 

I had already been on the phone for 30 mins so I asked them to look into it for me as it is my birthday today and did not want to spend hours on the phone explaining again they said no as they need to deal with other calls 

 

But if the system is done how can they deal with other calls 🤔

 

I asked for a manager and was refused and when I went on to say on a record call you are refusing to get me a manager they hung up the call

 

I was not being abusive I find this a disgrace as first call resolution should be paramount 

 

I have since called back and spent another 35mins on the phone to be told there was no issue then the adviser said what future star player would you like so I told him thinking it was going to be a tremendous turnaround but no he said he was only asking (for what reason I don't know) and that there was nothing I could do he them went on to say I was mistaken by what colours I had seen it might have been blue so I said did I get a champions league player, they said no so I said why would it be blue then they started again with there is nothing they could do 

 

I again was refused a manager and again the phone was hung up I was not being abusive or nasty

 

The ref for this call was 55746458

 

I asked to raise a complaint and was advised the only way a complaint can be raised is by post but I have seen notes saying they can do it this is a disgrace