Well what if he can't re-open the ticket? That sounds like the issue.
As I said I CANT reopen and I CANT find any other venue to reach support!
It says "we just need more info" when I try to reopen it. I enter the info Billing Support/"I want a refund" and hit Next - and it stays at that screen, just resets those boxes and asks for info again.
Sounds like bog standard EA avoidance tactics. They've done the same with my request for a refund for BF4. I put the request in, I was promised and assured several times the "billing team" would get it sorted and have the item refunded to me ASAP.
Nearly 2 weeks later I'm still waiting on being contacted and the "conversation" is just sitting there saying active but nobody has updated it for over a week now...
As if I wasn't pissed off enough already that BF4 is screwed and I can't play, now it would appear EA are trying to avoid giving me my money back on something which I am not happy with and cannot physically use/play anyway...
Titanfall has all of a sudden garnered issues too... was fine for the first 2 days now all of a sudden it's just stuck at "initializing" after hitting play at the main menu.
I wouldn't waste your time trying to get something refunded from this company. The probability that EA will give you your money back is about as high as the probability of me walking on Mars tomorrow...
@OP: After checking with a colleague, it seems your refund was handled already, about an hour ago.
I'll close this thread as getting in touch with our customer service is the only way to process to a refund.
