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HairyTrolls's avatar
HairyTrolls
New Novice
5 years ago

Paid twice for game, can't contact support

The 06/06/20, I brought the new Eco Life sims game, however there happend a slight error during the payment, and Paypal asked me to login twice. 

I thought it was porbably a mistake and no biggie. However the following weekend i could see two reservations being held on my creditcard, again it could be a mistake and the other amount of money, would probably be deleted. So I thought..

Now I've discovered that i have two purchases for the new game pack, and ive made several attempts at contacting EA about the problem, because of course I'd like to have my money back.

But nothing literally happens, there will go a couple of days, and then the issue will be marked as solved, and thats it. No e-mail from them other than the typical "this is your case-id"-thing. 

I've been trying to reopen the case several times, and everytime I get to the contact live chat, the page just loads. 

I'm really frustrated about it because in total i've just used 700DKK (106,19$) on just one game, that should only have cost 350DKK (53$). 

Is there anyway to actually get in contact with EA? because it seems as if the live chat thing, doesn't work. It just loads, and says that I can check when the next available supportworker is free in a pop up, which doesn't seem to appear anywhere?

pc

6 Replies

  • EA_Lanna's avatar
    EA_Lanna
    Icon for Community Manager rankCommunity Manager
    5 years ago

    Hi @HairyTrolls, 

    Thanks for adding the screenshots and the context. Let's try and get that loading issue for the live chat page fixed so you can get in touch with the support team asap. To start please clear your browser cache and restart device and see if that helps the with live chat issue.

    Do let us know if that did the trick for you or not. Also could you include the answer to these questions in your reply also please: 

    1. What device are you sending the Help ticket/creating a support case from? PC/Mac/Android/Iphone?
    2. What browser are you using? Google Chrome/Internet Explorer/Mozilla Firefox?

    Thanks, 

    EA_Lanna

  • HairyTrolls's avatar
    HairyTrolls
    New Novice
    5 years ago

    I've tried what you suggested, but it doesn't seem to resolve anything, the loading continues. 

    I'm using the PC and Google Chrome.

    Thanks for helping!

  • HairyTrolls's avatar
    HairyTrolls
    New Novice
    5 years ago

    Not sure if its okay to post again to get some attention to this? 🤨

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    5 years ago

    @HairyTrolls  Try using a different browser, especially Internet Explorer.  (You might never use it, but it's in there somewhere.)  If that doesn't help, try using a different connection, e.g. your phone.  If you don't want to contact support on your phone itself, you can still use it as a mobile hotspot for your computer.  Be sure it's using data, not your home wifi.

  • HairyTrolls's avatar
    HairyTrolls
    New Novice
    5 years ago

    Already tried that, I tried to change the route of the help however, and seemed to be able to contact them on email. 

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    5 years ago

    @HairyTrolls  If the email contact doesn't help, you can try picking a different category of problem, i.e. "payment error" rather than "request a refund."  Different categories get handled differently, and it might be that the one you've been using is supposed to route to phone contact (not available right now) or something similar.

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