Agent refunded my ENTIRE order without consent — I asked to refund ONE item
On 2026-07-06 I purchased an order in the EA app with 3 separate items: The Sims 4 Royal Masquerade Bundle, the Enchanted by Nature Expansion Pack, and the Businesses & Hobbies Expansion Pack.
I believed I was purchasing the Adventure Awaits pack in that order. When I later checked my order history, I found the order actually contained Businesses & Hobbies — a pack I already purchased in March 2025 on this same account. I'm not sure how I was able to purchase a DLC I already owned.
I contacted live chat today and asked for a refund of ONLY the duplicate Businesses & Hobbies pack ($18.99). Instead, the agent refunded my ENTIRE order ($86.86) without telling me or asking my consent. I only discovered it by checking my order history. When I asked him to undo it, he told me he had cancelled the refund — that was not true.
A second chat agent confirmed: the full refund processed and cannot be cancelled, no single-item refund is possible, no store credit is possible, supervisors have the same tools and cannot help, and there is no escalation path. Then he left the chat without providing a case number or transcript.
The result: I am losing the Royal Masquerade Bundle, which is no longer offered in the store and cannot be repurchased at any price. Today is the last day of the sale, and I can't even repurchase the content I wanted to keep until the full refund finishes processing.
To be clear: I don't want anything for free. I wanted to keep and pay for 2 of the 3 items. Two EA errors — the app letting me purchase a DLC I already owned, and the agent's unauthorized full-order refund — put me here.
What I'm asking for: re-grant of the Royal Masquerade Bundle and Enchanted by Nature at the prices I paid, or a price adjustment to the sale prices when I repurchase after the refund finalizes.
I have both order numbers, full order history screenshots, and the complete transcript of the second chat, and I'm happy to DM them to a CM or EA staff member. I hope someone can help. Has this happened to anyone else? This whole process has been upsetting, all over $18.99. I was going to buy Adventure Awaits today too. If the first agent had just refunded the duplicate Businesses & Hobbies — or told me the only option was a full-order refund before doing it — none of this would have happened. My order history clearly shows I bought that pack in 2025.
I've been a Sims player since the original game and I want to keep playing — but as it stands, when the refund finalizes I'll lose access to the Royal Masquerade Bundle content permanently, since it can't be repurchased at any price, and the sale on everything else will be long over. I really hope someone at EA can make this right.
