Re: Partial Refund Shows Pack as Not Purchased

There seems to be a refund at some point but I'm not sure why - I never asked for one. Does this mean I have to buy GTW again? If so, that is not great considering its an old pack

@Lizxy  You don't need to buy GTW again.  This can be fixed by EA customer support, but support doesn't always know what to do.  You can try contacting them anyway (again, if you have already) and explaining the issue.  Feel free to link this master thread, where I've merged your posts, for reference.

As you can see from this thread, it's a common Known Issue, so hopefully the App team will solve it permanently at some point.  In the interim, the problem needs to be fixed individually, by a support rep.

@puzzlezaddictI checked in my order history and found a partial refund. Since I didn't ask for one and continued using the DLC for all this time without issue, I dug through my emails and found this:

So, I guess I got a partial refund due to a change in price and the EA app has decided that means I returned the DLC. I'm in contact with EA now so hopefully this gets sorted

In case anyone was wondering, I've still had NO ONE help me at EA. They send me an email with yet another thing I've already tried, I tell them, again, that I've already done that and could they please do this specific thing I'm asking them to do. No response. Instead I get another, new person telling me they've been assigned to the case and they ask AGAIN which DLC it is and to clear my cache. I'm this close to losing it. This has happened FOUR times. What do I have to do to get someone to actually help me?? It's like none of them actually read my email, just skimmed the title and assumed I hadn't already tried all these things. I'm going to scream.

@Lizxy  I've flagged your posts to someone from EA, but with the holiday weekend, it'll take a few days to get a response.  Sorry I don't have anything better to offer than "please be patient," but that's unfortunately the current situation.

Hi @Lizxy 

Please check again now and let me know if you're still unable to access Get to Work, thank you! 

I have the exact same issue, with Cats and Dogs. I have been struggling since September and the EA Help staff are of no help. Everytime it is a new person and I have to explain everything again? What did you do to fix it, if you were able to?