Origin Store Now Lets You Buy Up To 3 Game Time Codes At Once - But Only Gives You 1 Code

[S.P.A]

Sounds wonderful, doesn't it? Until it bites you in the tail.

I went to buy a 6-month game time code on the Origin UK store for £38.50 and I noticed at checkout it had a drop-down on quantity, letting me pick up to 3.

Great I thought, at last, EA have listened to all us multi-account holders.

So I pick 3 and the price increases to £115.50 and I proceed through the steps to complete the purchase.

Once I've paid, via PayPal, it takes me back to a screen with ONE code showing.

Now that worried me, but I gave EA the benefit of the doubt and guessed it is a 3-use code, right?

So I go to account number 1, apply the code and all is fine.

I go to account number 2, try to apply the code and am told it has already been used.

How... predictable?

So basically EA have stolen £77 from me as things stand.

I'll be taking this up with Mesanna by email but this is a warning to you all in the meantime to avoid making the same mistake I've had until EA iron out the bugs in this new capability.

 

[Viper09]

Possible that the other two codes got sent to your spam folder or that they were delayed in being sent out?

Also, did you check to see if maybe that one code was just all three in one? Such that when you applied it to the first account it actually applied 18 months?

 

[S.P.A]

Possible that the other two codes got sent to your spam folder or that they were delayed in being sent out?

Spam folder no, already checked.

Delayed sending out, I have no way of knowing that other than saying there is nothing in Origin screen or in the order confirmation email saying the other two codes will be coming later... the Origin screen actually states the order is "Fulfilled" not "In progress".

 

[Aurelius]

I have seen a very similar problem, and the 'specialist' support people ended up resolving it for me after several wasted hours with the first and second line amateurs.. ...

Seems sometimes, codes you buy do not show in anything YOU can see, but are recorded on their system (I gathered from the support person, if you actually use the Origin download system - which I don't - you can often get to see them through your purchase history on that) and you need to get someone to notify you of what the codes visible to them are.

 

[Kayhynn]

I've got a good one. My card was billed. They said it was rejected, so my account got cancelled. My CC shows that the transaction cleared 3 days after it was billed. I went round and round with support through EA till I just reversed charges.

 

[S.P.A]

Sounds wonderful, doesn't it? Until it bites you in the tail.

I went to buy a 6-month game time code on the Origin UK store for £38.50 and I noticed at checkout it had a drop-down on quantity, letting me pick up to 3.

Great I thought, at last, EA have listened to all us multi-account holders.

So I pick 3 and the price increases to £115.50 and I proceed through the steps to complete the purchase.

Once I've paid, via PayPal, it takes me back to a screen with ONE code showing.

Now that worried me, but I gave EA the benefit of the doubt and guessed it is a 3-use code, right?

So I go to account number 1, apply the code and all is fine.

I go to account number 2, try to apply the code and am told it has already been used.

How... predictable?

So basically EA have stolen £77 from me as things stand.

I'll be taking this up with Mesanna by email but this is a warning to you all in the meantime to avoid making the same mistake I've had until EA iron out the bugs in this new capability.

I got a reply 90 minutes later from Mesanna, thanks Bonnie , that she'll raise this with the store. Let's see what luck she has.

 

[Barian]

I bought 3 High Seas expansions
Got 2 codes
Got in touch with Origin support
After an hours chat with one of their ladies, it seems they can't help me (why are you there then?) and referred me to EA support.
Sent them an email, they can't help me.
Guess who they referred me to?

Email sent to Mesanna (sorry) hopefully she can help me

 

[S.P.A]

I bought 3 High Seas expansions
Got 2 codes
Got in touch with Origin support
After an hours chat with one of their ladies, it seems they can't help me (why are you there then?) and referred me to EA support.
Sent them an email, they can't help me.
Guess who they referred me to?

Email sent to Mesanna (sorry) hopefully she can help me

I spent one hour fourty minutes in chat with EA/Origin's online help yesterday, and at the end if it they wanted me to call the UK support number which is on a premium phone line costing 10p = $0.15 per minute; I refused on principle to be required to spend more money to recover products I'd already paid for.

I will post the chat log later once I've edited out the confidential information just to show how painful this was.

Right now I've got no option but to hope Mesanna sorts this out.

 

[S.P.A]

So, with a little editing to remove my personal details, here's the log of my 1 hour 47 minute 52 second chat with Origin support as they kindly emailed to me after the session... sit down with tea & biscuits, or coffee & cookies, depending on your idiom of English...

*fixed the formatting as best I could*

General Info
Chat start time
Aug 2, 2013 11:15:49 AM EST
Chat end time
Aug 2, 2013 1:03:42 PM EST
Duration (actual chatting time)
01:47:52
Operator
Abhishek

Chat Transcript
Abhishek: Thanks for contacting EA Customer Experience, my name is Abhishek. How may I assist you today?
you: Order Number: 1234567890
you: Origin Email: email@address
you: is for quantity 3
Abhishek: Hello Anony.
you: of Ultima Online 6 month game time code
you: you then sent me ONE game time code in the email
you: Where are my other 2 game time codes?
you: Hello abhishek
Abhishek: Hi.
Abhishek: Would you mind holding for a couple of minutes while I fetch some relevant information?
you: That's fine wiht me
you: 10:22 Still fetching information?
Abhishek: Yes Anony.
Abhishek: Please tell me the date of the purchase.
you: Order Date: 2013-08-01 18:00 GMT
Abhishek: Okay.
you: 10:28 What information do you need next?
Abhishek: is the order id correct?
you: 10>30 Order Number: 1234567890 is copied from the email the Origin store sent me
Abhishek: was the transaction successful?
you: 10:31 Yes, because I received an email containing ONE code and I have successfully applied that code to one of my Ultima Online accounts
you: 10:32 However the transaction is for THREE codes and I have not been sent the other TWO
you: 10:33 This is what I received:
you: Ultima Online™ 6 Month Game Time Code Other Serial Code: ABCD-EFGH-IJKL-MNOP-QRST-UVWX-YZ
you: £115.50 Qty: 3
you: 10:33 So I have paid £115.50 = £38.50 * 3 but you have not delivered 3 codes to me, just 1 code
Abhishek: Please tell me your first and last name?
you:Anony Mouse
you: 10:38 Date of Birth 1st January 1900, Origin Account Name Anony_Mouse
you: 10:40 What information would you like next?
Abhishek: I'm afraid; it's taking longer than expected, may I continue to put your chat on hold for 2 more minutes to figure out a solution?
you: 10:49 Yes, I'm multitasking whilst awaiting yoyr answers each time
Abhishek: Please try to co operate and be little patient.
Abhishek: Thongs will take time .
Abhishek: We cant throw away codes like that.
Abhishek: I think i am crystal to you.
you: 10:51 I am co-operating and have provided you with every piece of information you've requested.
Abhishek: Thank You.
you: 10:51 And I am being patient and have accepted to wait every time you've asked me to wait.
you: 10:52 And I don't understand your comment "We can't throw away codes like that".
Abhishek: this means that before issuing codes to the customers we have to search,verify a huge data bases in the system.
Abhishek: these things will take some time.
Abhishek: So requesting for your patience.
you: 10:57 My patience has been given and is still in operation
Abhishek: I am sorry Anony but i am not able to locate your order id:1234567890 .However you claim that your transaction was successful.I have to escalate this case to Specialist Team.Can you please provide me the screen shot of your bank transaction.
you: 11:05 How do I provide you with a screen shot?
Abhishek: http://www.take-a-screenshot.org/
you: 11:06 Yes, thanks, I already know how to take a screenshot on my computer; my question is, how do I send it to you? Can I insert it into this Chat window?
Abhishek: Sorry!
Abhishek: Please hold on a sec.
Abhishek: https://help.ea.com/article/how-to-attach-a-file-to-your-ea-help-ticket
you: OK doing that now...
you: 11:13 Screen shots uploaded to the case; first is the order showing inside my Origin account's order history; second is the PayPal transaction; third is the email I received from Origin containing just ONE code instead of the THREE ordered
Abhishek: you seem to be the right man but i am surprised why i cant any transaction details in my data base.
Abhishek: i want to solve this issue for you now.
Abhishek: Can we please extend our chat session.?
you: 11:17 Of course, I can wait as long as this takes for you to solve it
Abhishek: or i can simply hold my hands up and escalate it.!
Abhishek: Thank You for giving me a chance.!
you: 11:18 You or your supervisors, I don't mind who solves it, I just want what I've paid for
Abhishek: I'll do my best to figure it out for you.
Abhishek: sure.
Abhishek: I apologize for the trouble. I'll do my best to fix this for you.
you: 11:21 Thank you
Abhishek: Please provide me the both order id again.
you: 11:25 There is only one Order ID, it is Order # 1234567890
Abhishek: Please check your email address.
you: 11:29 I'm sorry what does that mean? You want me to see if I have any new email, or you want me to reconfirm my email address to you? If the former, I have no new email. if the latter, my email address is Email@address
Abhishek: no please check your email inbox in which you receive the transaction notification / codes etc.
you: 11:34 OK I have checked, and have sent myself a test email from another account to validate I am receiving emails, and I am; but there is nothing additional from EA/Origin since the original email of the 1st August that I attached a copy of to the Helpdesk ticket
you: 11:35 And I've also checked my junk mail folder and there's nothing new in there and nothing in there from EA/Origin
you: 11:36 Does your system have a record of EA/Origin sending out additional emails after the first one that contained just ONE code?
Abhishek: Please check again i have located the order and i have re sent the notifications.
you: 11:42 Nothing new yet.
you: 11:45 I have just sent another test email to my Email@address account to validate it is accepting incoming mails and it is, but still nothing from you/EA/Origin.
Abhishek: Hi My name is Narinder and I am the floor supervisor.
Abhishek: Actually I was reviewing this chat and can see that you have purchased a game time code for UO and did not receive the confirmation email
you: 11:47 Hello Narinder
Abhishek: Is that right?
you: 11:47 No that is not correct, Narinder. If you look at the 3 screen shots that Abhishek asked me to attach to the incident, you will see
you: 11:48 that I purchased THREE game time codes in one transaction, and receive a confirmation email containing just ONE
Abhishek: Okay, allow me a moment
Abhishek: So you have purchased 3 game time code.
Abhishek: What is the duration of all these game time codes?
you: 11:50 That is correct. They are each 6 month game time codes.
Abhishek: Okay
Abhishek: The one you have received in your Email, are you able to use it?
Abhishek: I mean are you able to redeem it?
you: 11:51 Yes, I applied it to one of my 10 ultima online accounts and it provided 6 months of game time
you: 11:52 However I am not able to apply it to any further accounts; I tried and it says "the code has already been used"
Abhishek: Yes, that is correct because one code can be used on one account.
Abhishek: Allow me one moment please
you: 11:53 Exactly. Until recently, you could only purchase one code at a time in each transaction; it is a relatively recent change, i.e. in the last few months, that you've been able to purchase > 1 code per transactionyou: 11:53 Of course. Take as long as it needs to sort this out.
Abhishek: Actually we have another tool where we can access the codes of your purchase but that is available with our senior department who are available via phone
Abhishek: Will it be possible for you to call them?
you: 11:54 What country are they in?
Abhishek: I will provide you the local phone support number.
Abhishek: 0870 243 2435 - 9AM-9PM GMT, Monday through Saturday
you: That's a toll number and costs money per minute to call
you: 11:57 I believe you should contact your senior department to resolve this. I have already been in Chat with you for 90 minutes.
Abhishek: You are right.
you: 11:58 And it is neither appropriate nor ethical to ask me to PAY MORE MONEY to receive something I have already paid for and proved to you that I have done so.
Abhishek: I will escalate the issue to them and they will get back to you via Email
Abhishek: Will that be okay?
you: 11:59 And they are not available by Chat?
you: 11:59 And you can't talk to them directly about this case?
Abhishek: They work via Email but do not worry because I am going to mention everything to them. They are available in other department so I need to put everything in this Case and put a high priority note to this case.
you: 12:00 Fine, then you escalate it to them and enclose this chat log and we'll see how quickly they resolve the problem.
Abhishek: Thank you for understanding
Abhishek: I will escalate the right away.
Abhishek: So will there be anything else may help you with today?
you: 12:02 No, that's all, thank you for your time.
Abhishek: You welcome!
Abhishek: Thank you for contacting EA
Abhishek: Have a great day!!
you: 12:03 Thank you. Goodbye.

 

[The Zog historian]

I feel for you, I really do. What kind of idiot-programmed database are they using that can't pull up every record, especially when you have the order number?

When you said "idiom," it reminded me of certain lines from a well-known movie. After reading that chat log, though, it doesn't seem as funny as it should.

Lancelot: No, no, sweet Concorde! Stay here! I will send help as soon as I have accomplished a daring and heroic rescue in my own particular...
Concorde: Idiom, sir?
Lancelot: Idiom!

Lancelot: No! It's not right for my idiom. I must escape more...more...
Concorde: Dramatically, sir?
Lancelot: Dramatically.

 

[Aurelius]

I feel for you, I really do. What kind of idiot-programmed database are they using that can't pull up every record, especially when you have the order number?

Well, that does match what the more advanced support people told me, they reckoned that they had recently changed the tools the support people used in to one combined system that would only let first and low level support see minimal details, but at their level they still had access to the old tools that allowed them to find things like item codes against order numbers...

EA levels of stupidity are pretty impressive, no? They got rid of the tool that lets support people.... actually support people....

 

[Lady Storm]

The more they try to improve the system the more it becomes redundant and obsolete.
How hard can it be to keep records of transactions that are vital to billing....
hold it we are talking about EA.......

 

[S.P.A]

Right now I've got no option but to hope Mesanna sorts this out.

So, one week later, nothing received in email from Origin Support and nothing received from Mesanna since her original email.



Very disappointing.

 

[Gedgerez Tesherd]

Sorry to read of your problem, appears the US EA online store has many bugs floating around the newly designed website. One I encountered yesterday through today after attempting to buy a forged tool (still not working). It appears their is no gump to apply new credit card info, & doesn't recognize the mythic bioware site for credit card info use to cycle UO payment, nor previously entered credit card info on the US EA site, which doesn't apply properly upon checkout. After reading further on their online help support & there was an issue for Canadian residence requiring them to redo their billing info. Didn't work on the US site . Billing info keeps looping & looping after clicking save, yet does nothing. Sent in an email to their support today, so I'm waiting to see if they can identify the loop error with the US website, and add a section to enter credit card info. I've never seen a credit card section missing on a website for an online purchase, pretty embarrassing if you ask me.

 

[Lythos-]

Nothing will ever be done as long the players just whine a little but keep dumping money into this crap.

Between the problems buying codes, the horrid account management system and trying to actually play with cloud servers this game has become not only the oldest mmo but the worst managed.

I'm going to give it a few more months then i'll find an alternative mmo to spend my money on.

 

[Mesanna]

Hello everyone,

This is what I do know about the Origin store. They are under going a total remake...they are having alot of issues. You have never been able to buy more than one item at a time at the store, not sure why they are acting like that has changed when it hasn't. They are working hard to fix these issues. I am in constant contact with them every day. We also know there are issues with the SA and SA+30 day codes. If you have purchased those send me the receipt and the account name and I will make sure you get it applied to your account. As soon as Origin gets this fixed I will post something for everyone . I promise they are not trying to rip anyone off and it will all be taken care of.

I am really sorry everyone is having such a hard time, if I could I would wave a magic wand and take it all away but reality is these are not my departments, I have no control what so ever over them. I can just try to make sure you guys are treated fairly and make sure your heard by the right people. I will get back to you guys as soon as I have something to tell you I promise.!

Mesanna

 

[S.P.A]

Mesanna,

Thanks for the general update which all of us using the Origin store will surely appreciate.

Is there any progress on my specific issue? I've not had any email communication from the "second-tier" EA/Origin support team, as promised, nor anything directly from you after your first acknowledgement email.

Thanks.

 

[S.P.A]

I used EA Chat today to follow up the case I opened on the 2nd August... how's this for an inspiring [lack of] response?

General Info
Chat start time
Aug 14, 2013 3:45:42 PM EST
Chat end time
Aug 14, 2013 4:09:00 PM EST
Duration (actual chatting time)
00:23:17
Operator
Nitin

Chat Transcript
info: Your approximate wait time is 6 minute.
info: Your approximate wait time is 6 minute.
info: Your approximate wait time is 5 minute.
info: Your approximate wait time is 1 minute.
info: Your approximate wait time is 0 minute.
info: You are now ready to chat with Nitin.
Nitin: Thanks for contacting EA Customer Experience, my name is Nitin. How may I assist you today?
you: hello Nitin, please look up case 0123456789, I am awaiting any contact since 2nd August
you: I was promised contact by email after spending 2 hours in online chat
you: and I have received no contact
you: So I would like an update from someone please, because you have £70 = $100 of my money and have not delivered me the service
you: Are you able to provide me with any further information on the progress of this case?
you: Hello Nitin, are you still there, you have said nothing for the last 5 minutes or more
you: Nitin, I can only assume that you are no longer there as this is now about 10 minutes and you have said nothing. On that basis I am ending this chat and will try again shortly.

 

[Garrett.]

I used EA Chat today to follow up the case I opened on the 2nd August... how's this for an inspiring [lack of] response?

General Info
Chat start time
Aug 14, 2013 3:45:42 PM EST
Chat end time
Aug 14, 2013 4:09:00 PM EST
Duration (actual chatting time)
00:23:17
Operator
Nitin

Chat Transcript
info: Your approximate wait time is 6 minute.
info: Your approximate wait time is 6 minute.
info: Your approximate wait time is 5 minute.
info: Your approximate wait time is 1 minute.
info: Your approximate wait time is 0 minute.
info: You are now ready to chat with Nitin.
Nitin: Thanks for contacting EA Customer Experience, my name is Nitin. How may I assist you today?
you: hello Nitin, please look up case 0123456789, I am awaiting any contact since 2nd August
you: I was promised contact by email after spending 2 hours in online chat
you: and I have received no contact
you: So I would like an update from someone please, because you have £70 = $100 of my money and have not delivered me the service
you: Are you able to provide me with any further information on the progress of this case?
you: Hello Nitin, are you still there, you have said nothing for the last 5 minutes or more
you: Nitin, I can only assume that you are no longer there as this is now about 10 minutes and you have said nothing. On that basis I am ending this chat and will try again shortly.

You can only resolve this issue by contacting Origin direct and requesting a credit (sending payment back to your credit card) for the outstanding codes. You can then re-order them one at a time.... It's a long drawn out process (took my friend nearly 2 weeks) that may involve your CC company requesting a charge back and, will also likely require a lot more patience! They have no other process in place, so I've been told, because as Mesanna stated, the site has never been able to process buying more than one item at a time because you have to agree to the terms for each purchase - its a legal thing (apparently).

Sorry it's not all good news and good luck with your sorting out your issue.... I'm sure we all feel your pain mate!

PS: I read recently (yesterday) that someone else has also done the same thing! My advice to anyone reading this thread, is to pass it a long to all your in-game mates etc, so no one else gets caught in the mess "all things Origin".

 

[Endal]

You have never been able to buy more than one item at a time at the store...

How is it even possible that the store can only supply one code at a time? I've made these systems and edited faulty ones in my time as a graphic designer with only a basic understanding of PHP/MySQL and I was able to fix these problems. How is it that EA Games is unable to sell more than one item at a time? (facepalm)

My suggestion to EA/ORIGIN/Whatever is that if their store can only support one item at a time then they should set a limit of one item per shopping cart. They will need to write a long and complicated string for this (longer and more complicated than being able to fix this problem btw), but it will at least make it so the problem won't be such an issue. <troll style="sarcasm:fake-info;">I really am flabbergasted that they are unable to do this, especially since every shopping cart system since the invention of the Internet by Al Gore has been able to send multiple items.</troll>

Finally, the level of customer service he received is horrible. I have left games that gave better service than that, and with them I ended up having to call Ireland, China, and India just to get the item I had ordered (but I got it). Reducing the level of help that your help staff can offer is a horrible business tactic that seems to be catching on and I do hope that one day someone will realize that it's just not going to work. Also, having him call a pay-to-"help" number is completely unethical. I hope that my purchases in the future do not have any issues that this poor man had to endure.

Shame.

 

[Viper09]

How is it even possible that the store can only supply one code at a time? I've made these systems and edited faulty ones in my time as a graphic designer with only a basic understanding of PHP/MySQL and I was able to fix these problems. How is it that EA Games is unable to sell more than one item at a time? (facepalm)

I'm certain Mesanna has no idea what is going on with the store, Endal. Perhaps you should try and contact someone who runs them and offer your expertise?

 

[Spellbound]

I am having issues with a declined credit card by EA that the bank says is fine with plenty of funds. How do I contact Origin/Mythic billing without getting stuck at the EA live chat dead end? Spent over an hour today with live chat *expletive* who wouldn't escalate, and just closed the case! The charge is still pending according to the cc company. In the interim, the account has already been closed by EA! I have no desire to re-sub with a pending charge...in essence i would be double charged...and if that one gets declined too....ARGH!

 

[Cyrah]

Same thing happened to me this morning Spellbound. The Visa card I have use since the account transfer has been declined!!

I had used Discover for over ten years and they stopped taking it. Now they stop on Visa? It is too much. All of my accounts shutting down and only stopped that mess because I got the Visa. Now they stop taking Visa. I am so angry.

Please Mesanna do not let this happen to us again with perfectly good declined cards. Get this I had this newly shut down account on 6 months. Arg!

 

[Spellbound]

Same thing happened to me this morning Spellbound. The Visa card I have use since the account transfer has been declined!!

I had used Discover for over ten years and they stopped taking it. Now they stop on Visa? It is too much. All of my accounts shutting down and only stopped that mess because I got the Visa. Now they stop taking Visa. I am so angry.

Please Mesanna do not let this happen to us again with perfectly good declined cards. Get this I had this newly shut down account on 6 months. Arg!

Over a year old account; and Mastercard has been accepted for years for multiple accounts. We need Mesanna emergency intervention!

 

[Cyrah]

It gets worse. I cannot log into my accounts on the UO page. Got into page, and 5 accounts will be shut down soon if this isn't fixed.

The card is good, verified this with bank and EA did not even bill it. No record of them even attempting to bill it.

 

[Shelra]

Same thing happened to me this morning Spellbound. The Visa card I have use since the account transfer has been declined!!

I had used Discover for over ten years and they stopped taking it. Now they stop on Visa? It is too much. All of my accounts shutting down and only stopped that mess because I got the Visa. Now they stop taking Visa. I am so angry.

Please Mesanna do not let this happen to us again with perfectly good declined cards. Get this I had this newly shut down account on 6 months. Arg!

They do take Visa, because my debit card is also a Visa card and just used it. It's a glitch with the system I'm sure. Try emptying your cache, history and everything, and start over again. Good Luck!

 

[Cyrah]

Hi, I am not trying to buy anything form the UO store.

This Visa has been used to pay for my accounts since the transfer happened. Now just like with the Discover back then they are declining the Visa.

 

[Shelra]

Hi, I am not trying to buy anything form the UO store.

This Visa has been used to pay for my accounts since the transfer happened. Now just like with the Discover back then they are declining the Visa.

I understand. One thing that did happen to me is my debit card expired and I forgot to fix the updated info right away and my accounts went into decay; as soon as I updated the exp. date and the numbers on back of card, it was fine. If this isn't the case with you, then perhaps try buying a prepaid credit card from Walmart (shameless plug) or any other store that sells them, add money to it and update your credit card information in the account system. Wish you the best!

 

[Spellbound]

Just finished talking with Dermott (Mythic game adviser) with the call me back option through help.ea.com. He said their system went down overnight. I am presuming any of us lucky enough to have accounts that were automatically charged during this time ended up in this mess. He had me renew the subscription and it went through without any hiccups using the same (rejected card's) info already in their database. I was given a ticket number and he made notes in case I get double charged. Six hours of panic now just a throbbing headache.

 

[Cyrah]

Dermott huh, cool name! Ok I did same as you did and it reactivated the account. Ty!

I was scared to try because stuff can happen with charges. It took 3 months to fix it last time.

 

[Spellbound]

To reach Mythic:
go to https://help.ea.com/

Log in to Origin from upper right link.

Click on the teeny-tiny "Contact Us" near the mid upper right, just below SEARCH and GET ANSWERS.

Type in Ultima Online into the box and click FIND SOLUTIONS.

Left click SELECT tab and click on Billing/Purchasing, and FIND SOLUTIONS.

Click I STILL NEED HELP.

Bingo..hit the Call Me button.

Input your phone number, and wait for a kind soul from Ireland to call you back. Not sure if it allows international numbers.

 

[Spellbound]

The billing/game codes system is such a failure, and it contributes to loss of customers. This should be a priority for Mythic that demands an immediate resolution.

If not fixed, predict another batch of IDOCS in 3 months from folks who don't log in and didn't get email notification.

 

[Tina Small]

File your complaints on the national Better Business Bureau website here: http://www.bbb.org/greater-san-fran...ers/electronic-arts-in-san-francisco-ca-64196 . It might slightly improve your chance of getting the complaint resolved. The BBB site says, "Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days."

 

[S.P.A]

To reach Mythic:
go to https://help.ea.com/
Log in to Origin from upper right link.
Click on the teeny-tiny "Contact Us" near the mid upper right, just below SEARCH and GET ANSWERS.
Type in Ultima Online into the box and click FIND SOLUTIONS.
Left click SELECT tab and click on Billing/Purchasing, and FIND SOLUTIONS.
Click I STILL NEED HELP.
Bingo..hit the Call Me button.
Input your phone number, and wait for a kind soul from Ireland to call you back. Not sure if it allows international numbers.

And you get the following reply...

Dear Anony Mouse [This is a UK phone number],

Unfortunately, we are not able to reach you for a call-back.
This option is only available for North American numbers at the moment.
Please send in your details to the Mythic Support team at:

[email protected]

Thank you for your patience and understanding.


We have closed this case for now . You can reach us at help.ea.com for further assistance
Regards,
Mathias K.
EA Customer Experience

 

[Aurelius]

They are remarkably keen on 'closing' cases - to the point where people as cynical as I conclude they are fiddling their figures to look good, since my original call over the King's Collection was also given a seperate case number, which was closed right away, for every subsequent call asking what was happening, why promises had not been kept, why information had not been sent as promised, thus the one 'call' (which was never genuinely fixed) led to them having 11 'closed' calls without ever resolving the actual issue at all, and a completely dishonest statistic of 11 'successes' to one 'failure'......

 

[LetheGL]

Same issue , no resolutions yet

http://stratics.com/community/threa...two-game-time-codes-only-received-one.303313/

 

[S.P.A]

All stories deserve a happy ending and I'm pleased to report mine has one, at last.

Since I had received nothing by email, and even the "call me back" had failed because I didn't have a North American phone number, I used my Skype account to buy a US phone number so I could be called back.

My first call back, from the Origin support team, didn't resolve the problem because "I needed to talk to the Mythic team as only they have the tools to issue codes", but they helped me set up a call back from Mythic support.

My second call back from Matthias at Mythic, kudos to him, ended up with a refund as, ironically, Mythic no longer have the tools to issue codes, despite what Origin think, but they were able to arrange the refund.

Honestly, the call back option is fabulous but what a shame that you can't access it globally.

In a way I feel sorry for the support staff on the front line, it is clear they've struggling to support a system with more bugs than the villain in Men in Black.