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sighlocke's avatar
sighlocke
Seasoned Newcomer
8 days ago

Charged twice for Sims 4 packs, help!

I recently purchased Sims 4 Discover University and Sims 4 Tiny Living during the Spring Sale! However, I misclicked thinking that I have not paid and accidentally paid twice. I also did not download the expansion packs because I was afraid they will not be able to refund me my money so as you can see, it is still not downloaded. 

I tried contacting the live chat on March 30 but after one whole day they just set it as resolved on March 31 without contacting me back or saying anything. No email updates either.

 

 

 

Now, I am not able to live chat again. The button for live chat was orginally under this 'Read Article' portion.

 

I tried getting a refund through 'Great Game Guaranteed' but I think Sims 4 expansions are not included in this.

Now I do not know what to do as only EA can recall the payment and I have no way of contacting them to refund it..help

 

[CM Edit: Personal info removed]
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4 Replies

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  • Zackarooo's avatar
    Zackarooo
    Newcomer
    8 days ago

    I am having the exact same issue. I did manage to get ahold of someone, but then they refunded the WRONG ITEMS, after making me confirm the order number and the item names. Today it seems impossible to get support from anyone. This is the worst customer service experience I have ever had.

  • EA_Solaire's avatar
    EA_Solaire
    Icon for Community Manager rankCommunity Manager
    8 days ago

    Hey there sighlocke 

    If you've got a double charge on your account, the live support team can take a look and get this refunded- here on the forums we aren't able to access your billing details to process a refund for you.

    Please try to reach out to live support again- you will need to select live chat, so if you're not seeing that option available, try a different topic/issue on your help request. 

  • sighlocke's avatar
    sighlocke
    Seasoned Newcomer
    7 days ago

    EA_Solaire I managed to get hold of a live chat and it says that the wait time is 1 minute but it has been over 18 minutes and counting... 

    Am I just suppose to wait for something? Will a popup appear?

    Same issue as the other day where only the next day they indicated it as reolved but I didnt get any notification that the live chat was connected or whatsoever.

     

  • sighlocke's avatar
    sighlocke
    Seasoned Newcomer
    7 days ago

    Hello all,

    The live chat button only appeared when I DID NOT sign in. Please try that! Zackarooo 

    Update: I managed to live chat AGAIN and this time, a popup actually appeared. This is how it should look like. So I do not recommend closing or refreshing the tab that you're on. If the popup doesnt appear after a long period of time, try requesting another live chat. 

    This system is so buggy and messy. Hope my issue is fixed soon. I requested a call back on my payment, hope it goes through.

     

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