pogo gems being charged twice
Hello! Thanks for reaching out. I am assuming this post is a conversation between you and EA Help? I think I see where this may have gone amiss.
"Thank you can you please share me the invoice for the purchase ?"
"what invoice they are pogo gems I purchased a pack of them and then pogo took twice for the same pogis pass looking at my pogo account you can see my gem transactions"
➡️ There is an invoice, aka order number. We can view purchases two ways: Our home accounts on EA Help look like this, with transaction numbers (some numbers blurred for privacy)
On Pogo, under Gem Transactions it looks like this (no transaction number)
What they are looking for here are multiple transaction numbers for the same thing.
"If I understood you made an in game purchase correct and the gems was charged twice corrette yes"
⚠️ I would have said No - This is not a game this is an add on we can purchase for our accounts, not a game - then showed the link for clear understanding and how it works > The New Pogi Constellation Is Here! Start Your Journey – Available Now Through October 7
The final notes the agent said was it has been reported, so they have passed it on to the Pogo team for attention and review, which is good!
Because they are unable to assist us here in a public forum for refunds or specific account issues, I would reach out to EA Help again with detailed information because there seems to be a misunderstanding.
✅ This time find the invoice/transactions numbers you were double charged for; I would also mention this is not something we can purchase multiple times in a 30-day period. I created a guide for us on how to view our Pogo accounts on EA, here you'll be able to view those transaction numbers > ⚖️How to verify and view your Pogo Information on EA | EA Forums - 10363354
✅ Emphasize that this is not a game - if they require additional clarification, refer to the link I mentioned earlier. This is an added feature for our accounts, not a game.
✅ The agent did say "I will suggest you wait for some time." However, if that some time goes a bit too long, I would reach out directly to Pogo_Sconnie via Pogo email and explain this situation and show him the exact same - transactions numbers with dates, plus you contacted EA Forums and EA Help for resolution.
Additionally, when we contact EA Help, we receive case numbers as well, including those in your explanation would be beneficial (this can also be found on EA Help).
Hope everything works out for you and Take Care🙂
