Posting here as customer service/tech support has not been able to resolve the issue. Purchased for my son, as a surprise Christmas gift, sufficient credit in the iTunes Store to get the Hyperspace Bundle. He was really excited and we went through the steps to purchase it. Unfortunately, it glitches out and went into EA/CG limbo. We know the purchase went through as it shows both in his iTunes account and I received the receipt from Apple showing the purchase. It remains available to him in the store but he is not able to purchase it again (not that we would want to). He has tried the restore purchase option but that has not helped either. We have tried EA customer support multiple times with no resolution. He received a call at 4 AM ET this morning to discuss his case, which I find to be insane. We called back and waited for about an hour before we reached someone. He has provided screenshots of the receipt, his ally code, his purchase history, etc. it was supposed to be escalated and resolved within a few hours. He has not received anything other than a missed call at 8:30 PM ET while we were at dinner. No e-mail follow-up and nothing in the game. At this point, we are out the $107.11 after taxes and I have a really upset minor son who was super excited about this surprise gift. He is frustrated and I’m at a loss as to what to tell him other than we will figure it out. I am really disappointed to have one of his surprise gifts get so ruined.I am not sure where else to turn at this point so I am posting here. I’m happy to provide his ally code and other details to any CG staff who might be able to help.

Hope you get the help you deserve

Hey Jedi, I am super sorry to hear about this. But unfortunately, this is how Capital Games works. I would strongly encourage pursuing a full refund from Apple. This won’t be resolved. Also, the moderators of this website typically delete threads that discuss refunds, as they are CG lackies. Again, as someone who has been down a similar road with them, I would just go for the full refund through Apple. I quit several months ago due to the sneaky tactics like this. I only saw this post after opening up an old iPhone safari browser and immediately saw this post, which sounded almost exactly like my old issue. I hope you get this resolved and you get your kiddo something else he truly will enjoy.

If the crumby community manager has time to post the calendar.... You would think he would have time to take care of this paying customer. They got what they want from you... They don't care about the user experience in the slightest

Honestly dude do a charge back and just get him something else. You wont find a resolution without a lot of headache if at all

Update: apparently this is the result of an interaction between the purchase approval protection Apple has in place and the game. It apparently is a known issue. Unfortunately the resolution will require intervention from the one person with “expert” level technical support authority. Not thrilled by this.

Hyperspace Bundle Purchase Issue unresolved

NotRealUltra
Seasoned Newcomer
5 years ago
Hope you get the help you deserve
Darth_Flaccid
5 years ago
Hey Jedi, I am super sorry to hear about this. But unfortunately, this is how Capital Games works. I would strongly encourage pursuing a full refund from Apple. This won’t be resolved. Also, the moderators of this website typically delete threads that discuss refunds, as they are CG lackies. Again, as someone who has been down a similar road with them, I would just go for the full refund through Apple. I quit several months ago due to the sneaky tactics like this. I only saw this post after opening up an old iPhone safari browser and immediately saw this post, which sounded almost exactly like my old issue. I hope you get this resolved and you get your kiddo something else he truly will enjoy.
falc_obi1
5 years ago
If the crumby community manager has time to post the calendar.... You would think he would have time to take care of this paying customer.

They got what they want from you... They don't care about the user experience in the slightest
allformysaviour
5 years ago
Honestly dude do a charge back and just get him something else. You wont find a resolution without a lot of headache if at all
JediMohsey
Seasoned Newcomer
5 years ago
Update: apparently this is the result of an interaction between the purchase approval protection Apple has in place and the game. It apparently is a known issue. Unfortunately the resolution will require intervention from the one person with “expert” level technical support authority. Not thrilled by this.
JediMohsey
Seasoned Newcomer
5 years ago
The problem is he would really like the content. I’m more than willing to contact Apple if it is necessary
JediMohsey
Seasoned Newcomer
5 years ago
So we are now on Day 4 of no response. Just wondering if it is going to be fixed before New Years.
JediMohsey
Seasoned Newcomer
5 years ago
Thanks for all the suggestions. Unfortunately my son really wants this bundle so we will have to work to resolve it. We are now on Day 7, EA Help says it is with CG. But there is just no information forthcoming.

I hope that when they finally resolve this they give him something extra to make up for the delay and lost progress he could have made
mikemikewg55
5 years ago
Well as of the 18th or 19th of december CGs was going to be out of office for 4 weeks so might not get resolved until they are back.

Not saying thats a fact but its a possibility.
Unicron1337
5 years ago
Maybe @CG_SBCrumb or @CG_TopHat may know who can help you and your son resolve the broken Christmas present. I would message them directly, or maybe they will see the tag.