I bought a SIMS 4 expansion pack that never worked and EA will not refund me.

There was ONE box to put the order number that I needed help with, so I tried including the second one in the notes.  That did nothing, of course. 

Ever since then, I've been avoided and dodged until the case closes on me.  Twice I've been asked to submit screenshots, which twice I've done, and both times resulted with zero followup from EA acknowledging whether they got them or not.

There's no way to start a new case either!  It's an endless loop of "use the refund tool" but the refund tool won't acknowledge the order and thus I can't even BEGIN the refund.  I tried getting help through the numerous emails we exchanged in the beginning and I've been told "no one is monitoring those emails any longer".  Weird.

Just give me my money that literally everyone agrees I deserve back!!!!

Hey ShellyFoxG​,

Sorry to hear about the trouble you've had getting these packs refunded, especially if they weren't even launching correctly in the first place. I think I see what happened here, so hopefully we can get things cleared up and have support take another look.

Going back to your second chat where the advisor provided the initial refund (Case 237582679), it looks like only a single invoice ID/order number was provided, despite two separate purchases. In the first case (237579830), it looks like two numbers were provided, but the refund had been denied.

The advisor in the second case was able to provide a refund, but there was only one order number provided, which is why that's the only refund that ended up going through. I do see you mentioning that there were two packs with this one order and trying to confirm both would be refunded, but it looks like the chat ended without the advisor acknowledging two packs or orders, if you check back through the chat history above. Sorry that was not caught at the time.

If you check back into your order history here, you should be able to see both the order that's already been refunded and the order just prior that has not. There is a single number different between the two orders, remarkably, but they're not identical. It looks like that may be what's caused the confusion here, completely understandably. These are indeed two separate orders and order numbers.

Please be sure to request a refund specifically using the order number that has not been refunded (the order for Discover University was refunded, Get To Work was not) so an advisor can take a look at the correct order, as it seems they may have been focusing on the number provided in chat rather than the full description you were trying to provide. You should be able to resume a case from the case history page link above, or start a new one here.

Hope that helps clarify what's happened here!