I need customer service!!

Question

I recently purchased For rent expansion pack and to be honestly it has completely ruined my sims 4 . Not only does it crash . It freezes . I can't build anything . My sims have no heads .. it's a mess . I contacted the live chat as I only purchased a few days ago and it took me days to find customer support . And the agent says I'm not eligible because I booted up the game ... Of course I booted up the game after purchase .. how else would I of known it was broken unless I tried to (attempt ) to play it . All I wanted was a refund to&nbsp; try and get a different pack but I was told no ... I feel cheated to be honest.. I told him I wanted a refund to purchase and try a different pack and still it was a fat no . Someone please help from ea I'm extremely upset and frustrated&nbsp;

ea_solaire · Answer

Hey there Samfent17​&nbsp;
Sorry to see you're running into so many issues with your DLC! For DLC purchases, those are only eligible for refunds if you purchased as a bundle- DLC purchased separately is typically not eligible for a refund. You can read over the refund eligibility details in the help article here for more details on this.&nbsp;
However, we can definitely troubleshoot these issues with you and try to get everything working properly. Could you provide a bit more detail on what happens when you try to build something?
For the crashing and freezing you're seeing, please run a DxDiag and attach that to your post so we can look into this further with you.&nbsp;

samfent17 · Answer

Key word (typically) .. I have done everything already to try and fix . I just want a refund to purchase a different pack for my sims . I have made it very clear that I spent about 70 something dollars and it's not working .. I want a refund .&nbsp;

ea_solaire · Answer

Samfent17​&nbsp;
Refunds can't be processed over the forums as we don't have access to your account or billing details, if you'd like to have live support double-check your eligibility, you can reach back out there to take another look with you.&nbsp;

samfent17 · Answer

Live chat told me no . I purchased the pack on the 6th then booted the game trying to play and it's broken .the guy said I can't get a refund cause I tried to play the game after purchase ...I've worked customer service my whole life and know when a refund is needed and should be allowed&nbsp;

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I need customer service!!

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