Content not working/Cannot contact EA

Question

I need help or a solution... I recently bought Sims 3: Roaring Heights and Sims 3: Ambitions about a week ago, and I noticed that the content for Roaring Heights wasn't loading or appearing in the game. I entered the product code into the old Sims 3 website and got an error. I did the same on the EA app for Windows and received an error telling me to enter the code on the Sims 3 website. After that, I decided to open a ticket and gather my proof of purchase to show that it wasn't working, and I was offered a refund... FUN, right?

No, they initiated the refund, then took the money back the next day. Now all of the content is unavailable, yet it still shows it's in my library and owned by me. However, none of it shows up in my game, files, or anywhere on my computer.

Now I don’t know what to do. Should I request a chargeback from my bank and risk my account with hundreds of dollars in add-ons being deleted, or just accept the loss?

Anyone having this problem, please help!

ea_solaire · Answer

Hey there JinxedHoney​&nbsp;
If you were charged again after you refunded this purchase, we'll definitely want the live support team to take a look at your account and see what's happened- here on the forums we aren't able to access your billing details, but live support can check again and be sure the refund was processed correctly.&nbsp;
Please submit a new help request from the site here so the team can take another look with you.&nbsp;

kathekatt · Answer

Having a similar issue with World Adventures, though I didn't get a refund. I've tried contacting EA about this every other month, and spent about 10 hours perhaps in the past two days in the customer support queue without getting to anyone (timer said about 30 mins when I started and 25 when I gave up) so I'd say request chargeback honestly... Though maybe since there's money on the line they'd be more willing to listen to you :')

puzzlezaddict · Answer

Kathekatt​&nbsp; A chargeback is a bad idea here.&nbsp; It's technically accusing the company of fraud, whether or not you mean it that way.&nbsp; EA often bans accounts that issue a chargeback as a result.&nbsp; And while someone might be able to successfully argue with the EA TOS team, that can be a long and drawn-out process that it's better to avoid if at all possible.
For your particular issue, please continue in your own thread.

kathekatt · Answer

Whilst our initial situation is different our issue is similar - and anything having to do with EA in any capacity outside of giving them money is a long and drawn-out process of being ignored over and over. If I understand OPs post correctly, they literally took their money and gave them nothing in return. Is that not fraudulent?

puzzlezaddict · Answer

Kathekatt​&nbsp; I'm not talking about whether you could justify a chargeback to your bank or a neutral party.&nbsp; I'm saying that EA will often ban an account for issuing one because companies don't like being accused of fraud.&nbsp; And there's probably something in the TOS that no one ever reads that says you're supposed to go through a certain process for refunds, and that a chargeback is grounds for banning an account, and that reversing that ban is difficult at best.

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Content not working/Cannot contact EA

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