I have been receiving the same Purchase Failed message since 12/20 when I got charged twice for an elf gift but only received the items once. I have been trying to get the second charge refunded (as I don't believe there's any way to give me a second "one time" gift) but dealing with customer support is like banging my head against the wall. The guy keeps asking for a screenshot of my Google Wallet Transactions page but I don't use a Google email and my payments are processed through PayPal. It's a relatively trivial amount Canadian $2.93 (US$2 + tax) but it's the principal.
Added:
@EA_Barry, this is why EA is consistently voted worst customer service. How am I supposed to provide the requested information "Google Wallet Transactions Page" for a service I've never used? Maybe that's the only way it's done in the U.S., but for a company that has customers around the world there are more options that Google.
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Greetings,
Thank you for writing back to EA help.
I am afraid, we're unable to investigate the issue further without the requested information. I hope you can understand the same.
Should you have any further questions regarding this or any other issues, please do not hesitate to let us know. You can also find answers to common questions on our Help Center at http://help.ea.com, or ask our community experts by visiting Answer HQ at http://answers.ea.com.
Himachal S.
EA Help
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i did give EA all that info and was still told they could not help me and that i received the items. I did not receive the items and now this message is non stop.
Also my circumstances were the same.
it was a first Elf pack and then a second Elf pack 20 minutes later. the first one i got the failed message but then it went thru after five minutes. The second no such luck. i tried contacting EA when it happened but they were closed on Christmas. I was on the phone with E>A> for 2 hours today, an hour for each call and they would not issue a refund or help me get the message off. the last word i got was to do the troubleshooting steps off the EA help site. I had already done them numerous times. I am hoping they will escalate it as we had a bad connection and i could not hear what he was saying and he refused to call me back on my home phone. Oh and chat basically said there was nothing they could do to help. all three would not give me a supervisor
What do you suggest next Barry? I could please use any suggestions! Thanks!
if i dont hear back from an escalation person i can dispute the transaction, but how do i get this super annoying message off the game every time i play? its non stop. im assuming it wont stop until my items i never got are delivered
