I'm posting this message after several tries to get my Pogo gems refunded and being given the runaround by the Pogo and EA Games support team.Like a lot of people here, I purchased 50 gems worth of energy and 50 gems worth of coins and didn't receive them.I complained and received a response on this forum to use the Chat function with EA support. When I got there, I gave them all the details, including the transaction numbers that did not get credited to Merge Academy.All I got was a runaround from 3 DIFFERENT SUPPORT STAFFERS. They kept saying that they didn't handle specific problems with Pogo and transferred me to the next Chat staffer (maybe a bot?).Then the last Chat said they could check their "Pogo tool" to see what happened to my purchases. 5 minutes later they said "the Pogo tool is not working at the moment, please reach out at a later date."I did this when the first purchase failed in December and then tried again weeks later. I got the same runaround and they said THE SAME EXACT EXCUSE WORD FOR WORD both times.Pogo and EA Games owes me 100 gems. More than that, they owe everyone an explanation for IGNORING complaints and NOT REFUNDING players because of their mistakes.To Pogo -- I sent you the transaction numbers, give me back my gems! Stop telling me to use your Chat support! You never give me a straight answer on it! I refuse to spend money on Merge Academy until you fix this!

I purchased 250 coins from Merge Academy, my Gem balance went down, by the correct purchased amount, but I did not receive the coins. It is nearly impossible to contact Pogo. I did it before but can't figure out how to chat or open a case.

I purchased 570 coins (220 gems) and never received them on Merge academy atoo Have filed a case and went to the chat only to be sent here and for another message. I too had a terrible time even getting to chat with someone.

Don't worry, they won't contact you unless you change the credit card you use to renew, then you'll get a message asking if we (they) did something wrong...

And still no answers or replies from EA. My gem count is up to over 7700. It just will not let me advance to the next room/level. Time to dump Pogo?

I'm shocked you even got a reply! Merge Academy has turned out to be a huge disappointment for me. I like the game but with all the issues it's no fun playing anymore.EA/POGO should be real happy they have my credit card number, but next time I need to renew it might be a different outcome.If they would just answer the complaints!

Merge Academy - Support does nothing to refund lost coins/energy

15 Replies

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PD4103ZU
Seasoned Novice
4 months ago
Don't worry, they won't contact you unless you change the credit card you use to renew, then you'll get a message asking if we (they) did something wrong...
KyNCaptain
Rising Novice
4 months ago
I purchased 250 coins from Merge Academy, my Gem balance went down, by the correct purchased amount, but I did not receive the coins. It is nearly impossible to contact Pogo. I did it before but can't figure out how to chat or open a case.
katck2002
Seasoned Newcomer
4 months ago
I purchased 570 coins (220 gems) and never received them on Merge academy atoo Have filed a case and went to the chat only to be sent here and for another message. I too had a terrible time even getting to chat with someone.
osuntlchamps
Seasoned Newcomer
3 months ago
I am missing my Gnome, can't continue to play without it can't get anyone to answer any questions or even look at it. I actually liked this game but it seems it might be time to give it up because I am not going anywyhere without it and no support.
PD4103ZU
Seasoned Novice
3 months ago
And still no answers or replies from EA. My gem count is up to over 7700. It just will not let me advance to the next room/level. Time to dump Pogo?
Seaangel47
New Traveler
3 months ago
Does EA or Pogo even monitor this forum? I have tried to get my gems back for Merge Academy. Chat says that they have a 'tool outage'. They used that excuse on March 3 when I first opened my case. They told me to try again later. So I came back today and found that they had closed my case without a resolution to my problem. And they used the same excuse about the tool outage. At least today the guy didn't push me off on someone else. Apparently Pogo is outsourcing overseas (Shame on EA) and the people have no clue about our pogo games. The guy also told me to come to the EA forums and complain. Ridiculous. I just want my 100 gems back.
PD4103ZU
Seasoned Novice
3 months ago
I'm shocked you even got a reply! Merge Academy has turned out to be a huge disappointment for me. I like the game but with all the issues it's no fun playing anymore.
EA/POGO should be real happy they have my credit card number, but next time I need to renew it might be a different outcome.
If they would just answer the complaints!
Seaangel47
New Traveler
3 months ago
No reply, just chatting on EA Help. I will keep trying. In December my account auto renewed. I did not get my 100 gems or my extra month. I came to EA Help. It took me over a month of being a pain in the a** but I finally received them almost two months later. So I will keep bugging them to get my 100 gems from Merge Academy.
VivferrohJ
Seasoned Newcomer
2 months ago
hi
I just had the same thing happen to me today. With Merge Academy 570 coins for 220 gems ( which we pay for) and I didnt
receive them. it's not the first time this has happened in the same game. I'm thinking of asking my CC company for a refund
Player_1u1ga3tr
Seasoned Newcomer
2 months ago
Today is the second time I have used 180 gems to buy energy for Merge Academy. I called and talked to someone who assured me he would fix it and call me back in 15 minutes. That was over a month ago and I have heard not one word. Today I bought 180 gems worth and it didn't show up again and there is no one you can contact to fix it. Even if I managed to get that guy again, he didn't do a damned thing to get my credit back. This is the last year I pay to belong to the Pogo "Club". It's not worth it when they take your money and give you nothing in return.