EA's tools can't refund, Even when they agree with your case- EA kept my money

It doesn't help, I don't want to steal the thunder on Duviodo post, but it seems like there is now a systematic issue of EA not being able to help or refund Subscriptions when they should. My case was also "an exception", but even though the EA support Advisors agreed I should get a refund due to a technical issue and "underlying structure's of the support tools they couldn't give me a refund even though they wanted to. How is that right?

Hi MissCoopette​ 

Really sorry you’ve had to deal with this -- paying for a 12‑month EA Play Pro sub and ending up with no access is understandably frustrating.

To clarify the pricing for anyone reading: the $ 149.99 CAD you saw on the EA Play page is the standard yearly price for EA Play Pro in Canada, before tax. Canada adds GST/HST/PST to digital services based on your province, so the total of 167.99 CAD is actually 149.99 plus local sales tax, which is how digital subscriptions are typically charged there. EA’s terms and EA Play help articles also explain that applicable taxes are added at checkout rather than included in the base price.​

Where this really went wrong is what happened after you reached out: your EA Play Pro membership was cancelled during the support process, and you ended up with no active subscription even though you’d paid for a full year. That outcome isn’t how this should work. EA Play and EA Play Pro memberships aren’t normally refundable once active, so the default expectation in a case like yours should be that the 12‑month EA Play Pro access you paid for is restored, not that a refund is automatically granted.​

If you’re okay with it, please DM me with:

• your EA ID,
• the platform you’re using (PC / PlayStation / Xbox),
• the date/time of the charge and any case numbers you’ve been given so far.

Within the limits of what can be done from here, this can then be reviewed for possible escalation so that the right team can assess what happened and determine if your EA Play Pro time can be restored to its intended state.

Some sources on local tax I came across:

1. https://www.ea.com/en-ca/ea-play?modal-id=ea-play-drawer&steps=join%2Cplay-pro
2. https://www.ea.com/en-ca/ea-play/faq
3. https://quaderno.io/blog/digital-sales-tax-canada/
4. https://www.fiscal-requirements.com/news/3780
5. https://www.canada.ca/en/revenue-agency/services/tax/businesses/topics/gst-hst-businesses/charge-collect-which-rate.html
6. https://www.ea.com/legal/terms-of-sale
7. https://help.ea.com/en/articles/ea-account/manage-ea-play-on-pc-membership/

I moved your post to your own thread.

The $149.99 CAD was the AFTER taxes amount  and coupon code amount. $149.99 was the total amount I consented to pay at checkout. I had a pending charge both account AND paypal for this amount but then the charge "failed" and a higher amount was charged.  I have screenshots of these. You can't just decide to charge an extra amount after I've already hit checkout. It seems like there was a technical issue that charged me taxes twice.

I will DM you my information, but who else could this be escalated to? We're the EA advisors lying and saying there was no one they could escalate to fix it?  I was told there was no one who could escalate this to as the  support tools wouldn't allow for a refund as I'm now out of the window of time they will allow for a refund, there only recommendation was to post on the forums to try and raise attention to the issue.

This whole mess has soured my experience with EA play pro. I don't even want the subscription anymore. I also would not recommend it for anyone, this experience has been awful. As well there is such a limited amount of games  as well that it's not even worth it.  Buying the games or doing the x-box gamepads subscription would be a better choice. DO NOT GET THE EA PLAY PRO SUBSCRIPTION, especially not the annual pass.

Thanks for the additional context.

To move this forward, the primary requirement now is verification. At this point, no screenshots or transaction details have been shared that show $149.99 CAD as the final amount charged at checkout or indicate a duplicate tax or billing error. Without that information, it’s not possible to confirm what went wrong during the payment process.

What is clear is that your EA Play Pro membership is no longer active, which isn’t the intended outcome when an annual subscription has been successfully purchased. That’s the part that needs review.

Frontline EA advisors are limited by automated subscription and refund tools, which is why they were unable to resolve this issue directly. That doesn’t mean the issue can’t be reviewed -- it just requires the relevant billing details so the right team can investigate what happened and determine the available options.

If you’re willing, please DM the requested details (EA ID, platform, transaction date/time, any case numbers, screenshots). Once those are available, this can be reviewed further.