[Solved] - Explorer's Kit Missing but Charged for it

Hi, for this you need to contact customer service:

Yeah I have done it and an advisor said to me they're having some system outage or problem a few hours ago and they'll just come back for me, it was 3 am here at that time, and it's been 5 hours now. Hope they'll fix it within this day. Thanks @EA_DragonsEye 💖😘

Hi @EA_DragonsEye it's been days since my report and I still did not get my pack. Advisors kept asking me for POP screenshots even if I gave them the right ones. They might look a little different from the sample shots as references maybe it's because I'm using a different browser with different OS version but all details I gave are complete. The explorer's kit from the store is about to end it's availability in 2 days. I purchased that pack earlier so that I could play better and efficiently at an earlier time. One advisor even said that if they can't give me the pack, they'll just give me simcash but no. I don't want simcash, I need the pack please. Thank you.

Hi @MargotQuinn24,

I see that you already reached out to our support team and now we'll have to wait for a reply.

In the meantime, could you also reach out to Google Play? I am wondering what exactly happened as you received the message that you weren't charged, but the money was deducted from the account. It could be the case where the money was set aside by the bank or Google to pay for the kit, but never arrived to us. I'm not 100% sure about this, but it is worth exploring. 

@EA_Jason hello thanks for your assistance. Your pun just made my day lol. I will try but I hope I don't have to wait another time longer because I thought that contacting you was already enough to settle this with just the right screenshots and I was told that it would only take a day tops to get my pack. Thanks.

Posting my update on this again. I just received an email from an Advisor saying that I received my pack. No I did not receive it. If I did, why would I waste my time to stress this out even here on the board?

@EA_Jason  @EA_DragonsEye I have contacted Google Play for a refund but it says it does not meet the policies. According to the policy, if it's been more than 48 hours since the purchase it can't be approved and I have to contact you guys. So please just give me my pack. Thanks.

I can see that the case is still in progress.

If you are providing a proof of purchase @MargotQuinn24, then make sure that the screenshots are made from a PC and to only include the requested screenshots. You can read more about it here:

https://help.ea.com/en-in/help/account/how-to-provide-proof-of-purchase/#mobile

Yes @EA_Jason I did give them screenshots from my PC. And what I did now is I just bought the pack again because I was losing time due to it's availability. What I'm asking for refund is to get simcash instead. I hope they will give it to me. @SalixCat I also sent them the email from Google Play, along with the new purchase I made again for the pack. They said they're not valid and I attached too many images and they deleted them. It's not my fault I had to attach a lot. They're the ones repeatedly asking me to give them the right images when I am giving them the "right" ones.