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SalixCat's avatar
SalixCat
Hero+
5 years ago

Re: Missing Items from theTreasure Hunt Pack

@Rh0deIsland 

Unfortunately this is an issue that we can't help you fix from the forums.

Either you want to restore your purchase or get the rest of the pack content, you will have to contact an EA advisor. 

Please follow these directives:

    • You should send in a Help Ticket from your in-game account. Advisors need mobile players to do this because in-game mobile tickets bring through needed details. Contacting by any other method will only delay support and you'll be asked to go back and send in an in-game help ticket. Also worth noting that sending in help tickets from the mobile in-game account ensures the tickets go through to the mobile advisors directly who'll be far more informed.
    • Have valid proof of purchase available for advisors. Purchases on mobile aren't made on Origin aka EA's tool, they are made on either Google Play or iTunes so in order for support to confirm that there was a payment made they will need valid proof of purchase. Once they verified the purchase they can check if the content is on the account,. If it's not the advisors will take it from there.

7 Replies

  • Rh0deIsland's avatar
    Rh0deIsland
    5 years ago
    @SalixCat That's unfortunate because I've created multiple Help Tickets from my in-game account. 4 Help Tickets were created for Beginner's Bargain Pack (which were not addressed until now) and one for the current issue. That's a total of 5 pending issues. I posted this issue here because none of my concerns have been address since late 2019. A year has passed and nothing. I just want my money back if TSM cannot give me what I paid for.
  • Rh0deIsland's avatar
    Rh0deIsland
    5 years ago

    Hi Lanna!

    I've read your post. You've mentioned about making an in-game ticket which I already did so many (many) times. I don't understand why my case has dragged on for so long (1 year) despite making so many in-game tickets. I've posted several screenshots of the incident related to my case. Please, if you cant give me the items I purchased, just give me back my money on my credit card. I feel so cheated.  

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

    Hi @Rh0deIsland,

    I've merged your post in with this thread! As I've asked above, please do not use other threads to continue this discussion as you've already got this existing thread active. Continuing to do so will be spamming and break the forum rules.

    I'm afraid I cannot be of assistance to you with your case through the forums. I've expanded on why above. Please take a moment to review my earlier message.

    You're correct, I did mention an in-game ticket. In addition to this I also highlighting the importance of submitting proof of purchase only and exactly as outlined in the EA Help article I've linked above. This information is also easily accessible in my earlier message.If you scroll up you'll be able to locate those details. Once you've gotten the details in the article to reference, please ensure, that for every purchase you're seeking assistance with, that screenshots are limited to and follow the specifications requested exactly when submitting this to the support team. You can review your attachments from your 'My Cases' tab in your EA account and check them against the specifications outlined in the article.


    - EA_Lanna

  • Rh0deIsland's avatar
    Rh0deIsland
    5 years ago
    @EA_Lanna For more than a year since I purchased the Beginner's Bargain Pack and now, the Treasure Explorer Hunt Pack, I reiterate that I have not received a concrete response from EA Help. Instead, I keep getting the same templated message from the EA customer service. I have attached screenshots as what you've indicated. Less than 5MB was attached on each cases I forwarded (the screenshots I have attached have more or less, a total of 500KB= 287.32KB+151.16KB). I also have screenshots of my Google Payment attached (no cropped image was done) as per the instruction/s of EA customer service). But, again, I got the same templated messages for more than a year of follow-ups. Honestly, I'm tempted to attach all the the messages sent to me by EA so, you will see for yourself how excruciating the process is. Also, EA Customer Service keeps asking me for a confirmation email from Google. I reiterate that I do not have a confirmation email from google for all the packs I bought. I have reiterated this (as I have done so in numerous occasion). Instead, I have presented an a screenshot of deductions made on my credit card by Google.

    I apologize if I keep replying on threads here. But with more than a year of endless follow-ups, no progress was made. Who wouldn't be frustrated? If my responses bothered anyone, I will apologize for that. But, I am simply responding and sharing the struggle I had with EA customer service. With all the technological advances, I just don't expect this kind of service from a first world country. And to top it all off, this incident happened to me twice. I just want to enjoy this game like before. I've been playing this game since 2016. While there are many things that change, it seems that EA customer service has not caught up with all the wonderful developments the game has made. It's quite a disappointment.

    -Rhodessa E.
  • Rh0deIsland's avatar
    Rh0deIsland
    5 years ago

    My rewards until now has not been seeded on my Sims Mobile Account yet EA Help has claimed that my issue has been "fixed" when it's actually not. No concrete response from EA since year 2019. EA HELP has not acknowledged the screenshots that I sent them. It's been a year and I'm so feed up. Just give me back my hard-earned money!

  • EA_Lanna's avatar
    EA_Lanna
    Icon for Community Manager rankCommunity Manager
    5 years ago
    Hi @Rh0deIsland,

    I've once more merged your new thread into your existing thread on this.

    This is not an issue we can assist you with from the forum. Please take the time to read through my posts and follow the advice I've shared in them. Reopen your case with the support team in accordance with the information I've shared.

    - EA_Lanna
  • Rh0deIsland's avatar
    Rh0deIsland
    5 years ago
    Thank you @EA_Lanna I received an email from the EA Help that they're now looking into the matter. I hope that my concern doesn't drag on for another year.

    I did follow your advice on my concern. But, as I already explained to the EA customer assistant(s) that each and every country has a unique paying scheme. Thus, your advice might not be applicable. For instance, my country did not issue me google email notification(s) for all the packs I've purchased.

    -RhodeIsland

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