Formal Request for Resolution

I am writing to formally escalate a complaint regarding a recent in-app purchase made within Covet Fashion, now owned by Electronic Arts. Despite multiple attempts to resolve this issue through both EA Support and the Covet Fashion Help Center, I have yet to receive meaningful assistance or resolution.

On August 3, 2025, I purchased the Premium Fashion Pass and encountered a glitch: a “Single Hair Accessory” placeholder showed no image but displayed a value of 25,148. Given that this was a real-money transaction, I reasonably assumed the value reflected an actual in-game item. Once the image appeared, the value dropped dramatically—this felt misleading and akin to a bait-and-switch.

I reported the issue to Covet Support and followed up consistently for months. Although I was told the glitch had been resolved in August, the same issue occurred again in October. I have messages confirming Covet was aware that real-money purchases were displaying grossly inflated values, which makes the situation feel not only unresolved but potentially intentional. When I contacted EA Support, I was told they lacked access to Covet systems—an unacceptable response given EA’s ownership of the game.

The purchase amount was $5.99, insignificant to EA, but symbolically meaningful to me. I’m requesting a refund or, if that’s not possible, a one month free Premium Pass as a good-faith resolution since Covet insist there is no way they can refund any purchase. I have documentation of my purchase and a SMALL part of my support history is attached for review.

As EA now owns Covet Fashion through its acquisition of Glu Mobile, I’m asking EA to take responsibility for the customer experience and provide a fair resolution. I trust that once this issue is fully reviewed, EA will do the right thing.