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IcemanC23's avatar
IcemanC23
Seasoned Newcomer
6 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!

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  • PD4103ZU's avatar
    PD4103ZU
    Seasoned Novice
    4 months ago

    I misidentified the gems. I am referring to the purple game gems you get for playing Merge Academy, which is now up to over 10,600 and I still cannot advance to the next level/room.

     Several years back I tried to buy the regular POGO gems and never got them so I never tried again.

  • skidoodebka's avatar
    skidoodebka
    Seasoned Newcomer
    4 months ago

    I have had the same issue with merge as well!!! Buying gems is never an issue BUT turning them into COINS is a 50/50 draw. I just bought gems to get 250 coins and ZERO coins were added to my account! GRRRRRR POGO owes me way over 1000 coins for Merge Academy at least! This needs to be fixed!!!

  • c09b22b9954fb331's avatar
    c09b22b9954fb331
    Seasoned Novice
    3 months ago

    Still coming in to Merge Academy with no energy.  What is Pogo doing about all these complaints??

  • PD4103ZU's avatar
    PD4103ZU
    Seasoned Novice
    3 months ago

    Interesting, after al the complaints I had about this game they fixed one issue, but I have the same issue...I come back to the game after a few hours with a big ZERO for energy.  I thought it was just me but I'm glad to see I'm not the only one.

    Come on POGO fix the games!

  • EA_Lanna's avatar
    EA_Lanna
    Icon for Community Manager rankCommunity Manager
    3 months ago

    Hi PD4103ZU​ and c09b22b9954fb331​, 

    I spotted your posts about energy challenges, which are a bit different from the gem issue this thread was originally opened to discuss. To help minimize mixing up issues in the discussions, if you'd like to join an active thread on the Merge Academy energy issues, this one seems like it'd be a match: Merge Academy - Energy Stuck at Zero. I'll close this thread in the meantime, as it looks like it's been a while since it was last active. 

    On the energy issue you mentioned, earlier today, Pogo_Sconnie​ shared an update and confirmed we're looking into this and will share any updates with you as soon as we have them! 

    Thanks for your patience while we work to fix this for you.

    - EA_Lanna

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