Forum Discussion

Seasoned Novice

11 months ago

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

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!

15 Replies

Replies have been turned off for this discussion

PD4103ZU
Seasoned Novice
10 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?
osuntlchamps
Rising Novice
11 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.
katck2002
Seasoned Newcomer
11 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.
KyNCaptain
Rising Novice
11 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.
PD4103ZU
Seasoned Novice
11 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...