Refund Apple or EA

@SimsSilence1 I don't know the answer but I'll ask for advice. Do you know if they have tried to contact their bank? They could probably help to get a refund.

Here is the link to the German forums in case your friend wants to post there: https://answers.ea.com/t5/Die-Sims-Mobile/bd-p/die-sims-mobile-technical-issues-de

Hi @SimsSilence1 

Unfortunately, Apple refunds isn't an issue EA can assist you with. For any iOS purchase, you'd need to connect with Apple for their support team to review if you meet their criteria for a refund as you've done here. From your message, Apple have confirmed you don't meet the criteria for a refund with them. 

However, if you're missing content you've paid for, please connect with the EA support team with valid proof of purchase and our team will look into the content. 

- EA_Lanna

Thanks for both your replies! She gave some additional information. I hope this helps. She has really already tried a lot of different things which unfortunatly haven't worked out.

She has called EA help 3 times

With EA help almost three hours written in Live Chat
She has reported the problem twice with Apple contacts.

She showed her invoice and screenshot from the purchase. So she did show proof that the purchase wasn't succesfull and didn't receive anything. 

So we are a bit desperate now! 

Hi @SimsSilence1,

I'm not sure I understand what is meant by "she did show proof that the purchase wasn't succesful". This sounds like a failed purchase, which is essentially what happens when attempting to buy an item and the purchase doesn't go through meaning there was no charge to their account. If there's no charge, there wouldn't be any content paid for that the support team could help with. Could you clarify that for me please?

Could you also clarify why she is reaching out to EA? If it's for a refund, please know that EA can't offer her a refund for Apple purchases. The EA support team can only look into any paid content that she didn't receive with valid proof of purchase.

What constitutes valid proof of purchase for iTunes App Store is outlined here specifically: https://help.ea.com/en-us/help/account/how-to-provide-proof-of-purchase/#mobile
It may help to review what was attached and ensure it matches exactly the criteria outlined in that article.

- EA_Lanna

Sorry for the delay, I have some more information now hopefully clarifying things.

She received the invoice from Apple and they also deducted money for the pack - but she never received the pack.

In detail:

- I contacted EA Help Chat. They wanted to see my Apple bill. I sent it. I sent my screenshot where it says The purchase was successful, the picture was taken in the game.

- Then the chat told me they couldn't help. You can't give me the pack. I should contact Appel. I did this with report a problem. You cannot refund.

- I called EA again and they told me they didn't get the money for the pack. I should contact Apple and i won't get a refund from Apple.

It went wrong when she tried to buy the gold Luxe Living pack and she never received the pack. Maybe there is some possibility she can still get that pack?

Thanks once more!

Hi @SimsSilence1, 

Ok so your friend isn't looking for a refund. They are hoping to receive the content from the purchase? The support team should be able to assist with that if a help ticket is generated from in-game (follow the steps outlined here) and the proof of purchase matches the specifications in this EA Help article for iTunes purchases: 'How to provide proof of purchase'.

- EA_Lanna

I realized that I was using an old credit card then they said I couldn’t refund what I bought so please help me I’m in this part where I’m lost and confused.