Hey @strazaq
Sorry to hear about this issue you had with Support.
Do you happen to have the Case Number(s) that you were given when you contacted them?
Thanks 🙂
- iluminate
I understand that it's really frustrating, but thank you for the Case Numbers.
I'll raise this up, and see if someone can assist you with this 🙂
- iluminate
Community ManagerHey @strazaq, sorry to see that you are having issues. If the game is eligible for a refund under the Great Games Guarantee then the option to refund it should be there. To test that it is all working as it should, I tested the GGG with a game I purchased yesterday and was able to apply for a refund on it under the GGG so it appears to be working. That you are not seeing the option for a refund may mean that you are outside the criteria for a refund under the offer: https://help.ea.com/en/help/account/returns-and-cancellations/
As you have spoken with our live support and they have advised you that the purchase is not eligible for a refund then I'm sorry to say that there is nothing that we can do on AHQ to change this as we are unable to assist with any account or billing issues on AHQ. If you believe that you were misinformed and you are in fact eligible for a refund, then please make another case to speak with and explain the issue in as much detail as possible to the adviser.
Darko
