iOS client crashed on opening Chromium Mega pack, got nothing from it

NateDogg

I purchased a Chromium Mega pack and the game crashed. When I logged back in, I had been charged the crystals but had no new characters or shards.

I raised a case no. 23675782 and it's been almost a week. Support site tells me it's < 5 min wait to open a chat with a rep but after multiple attempts of more than a few hours the chat never connected.

Bobbyprobz

Same case here on android. Already raised a ticket 23718859 with no answer either. I have lost my 'force' to play it ever since.

NateDogg

So my ticket 23675782 was "resolved" with no shards or characters received, no crystal refund and no contact from anyone before it was closed.

Does EA thing this is appropriate and professional customer service?

NateDogg

I've been on EA chat with various reps who are unable to provide me with a list of the shards or characters I was alleged to have received and when I ask to speak to a manager they terminate the chat.

Should I contact my bank and have them cancel all payments to EA? What do I have to do to get satisfactory customer service?