Double Charged for Bundle – EA Refuses Refund or Compensation
Hi everyone,
I'm writing this to share a very frustrating experience I've had with a direct purchase from EA's website for Star Wars: Galaxy of Heroes, and the subsequent lack of resolution from EA Support. I hope this informs other players who might encounter similar issues or are considering making purchases directly.
The Issue:
On May 8, 2025, I decided to purchase the "Resistance Rising Lightspeed Bundle" for €35 directly from EA's website (not through an app store, so EA handled the transaction fully). After completing the first purchase, the bundle and its contents were not delivered to my game account. Believing there was an error with the initial transaction, I attempted to purchase the same "Resistance Rising Lightspeed Bundle" again. This time, the bundle was delivered, but I was, of course, charged a second time for €35.
So, I ended up paying €70 for a bundle that is clearly marketed and intended as a one-time-only purchase, all because the first transaction failed to deliver the item.
Interaction with EA Support:
I have been in contact with EA Support multiple times to resolve this clear billing error. While the support agents I interacted with seemed to understand the issue (being charged twice for a unique item, with the first purchase not delivering), the outcome has been extremely disappointing.
EA Support's final stance is that they cannot offer a refund or any form of compensation (I even suggested an alternative Lightspeed bundle of equivalent value). Their reasoning is that in-game transactions and rewards are "automatically managed by servers" and they claim to have "no options to manually reverse or make changes" on their end. They essentially stated there is "no room for compensation available."
EA's Direct Responsibility:
What makes this particularly frustrating is that this purchase was made directly through EA's own website and payment system, not through Apple or Google. This means EA has full control and responsibility over the entire transaction process, from payment to delivery. Their inability or unwillingness to correct such a straightforward billing error on their own platform is, in my opinion, unacceptable.
Conclusion:
I'm left having paid double for a one-time purchase due to an initial delivery failure on EA's part, and EA is refusing to make it right. As a paying customer, I find this level of support and accountability deeply disappointing.
Be cautious when making direct purchases, and be aware that even for clear errors like this, getting a resolution from EA Support can be incredibly challenging, if not impossible based on my experience.
Has anyone else experienced similar issues with direct website purchases or EA Support's "no manual intervention" stance for billing errors?
Thanks for reading.
