Paid $$$ for the Dark Side Starter Pack but Never Received It

[akositzke79]

I'm rather irritated about an issue and after over a week of lies and unproductive phone calls with EA Customer Support, I was told to come here and try to get this resolved.  I apologize that this is quite long and detailed, but I'm not really sure what else to do. The situation is as follows:

11/27/15

• My son started playing Galaxy of Heroes, and purchased the "Dark Side Starter Pack" in his account
• The Dooku character never awarded, nor did the crystals or other items that were a part of the pack
• We tried to click to purchase the item again, figuring that it didn't register, and it gave us a message that the item was already purchased so that we could not purchase it again. As it was later in the evening, we shut down the game for the night, figuring that it would work itself out

11/28/15

• Opened the game and still no Dooku or other items
• Tried to purchase the "Dark Side Starter Pack" again, but this time it told us that the transaction was pending
• Went to iTunes to verify that everything was good with my account - which it was. iTunes showed the purchase and there was plenty of money in my connected PayPal account
• Again, assuming it would work out he simply played the game as normal

11/29/15

• Still no items received from the "Dark Side Starter Pack"
• Tried to repurchase, but again said it was already purchased

11/30/15

• Still no items received
• Dark Side pack expired, so no longer able to try purchasing

12/1/15

• Still no items received
• Went through the Customer Support link and submitted a support email

12/2/15

• No items
• No reply from Support
• Overall, my son was really enjoying the game and wanted me to play with him, so I started an account on my iPad

12/3/15

• No items, no reply

12/4/15

• No items or reply
• "Dark Side" pack was about to expire on my account
• Was leary of purchasing due to the issues my son had, but was confident that it would work out - and didn't want to lose the option to get Dooku since it makes such a huge difference, so purchased the "Dark Side Starter Pack" on my account
• Pack went away as an option, but no items were awarded in my account after the purchase
• Since it was the middle of the night I shut down the app and planned to try again to contact customer service the next day

12/5/15

• No items in either my son's or my account - and still no reply
• Sent another Customer Service email

12/6/15

• No items or reply

12/7/15

• No items or reply
• Found the EA Customer Support website and put in my case #
• There was no update or information on my case on the website, the only option was to "Resume" my case, which I clicked on
• It gave me an option to either email additional information, or request a call back from a support representative - which I did

• After a few minutes, the support representative called and I explained the situation
• He said that he needed the email that I had registered with EA so that he could lookup my case
• I let him know that I hadn't registered anything with EA, to which he said that I would need to create an EA / Origin account so that my case could be tracked
• I created an account, but he was still unable to find my case so he had me create a new case
• After I created a new case he told me that I would have to call back in under that case number and that he would need to hang up with me and have me request a callback again under the new case
• Although this was a bit irritating, he said that was the only way he could help me, so I did it

• After requesting another callback, a new representative called me
• I again explained the whole situation
• He apologized and asked me for my Player ID so that he could lookup my account
• After looking up my account he said that he could see where I purchased the pack, but wasn't sure why it didn't give me the items - and that he'd have to put me on hold while he checked into it
• 5 minutes later he came back and again apologized. He said that it should have given me the items and asked me to click "Restore Purchase"
• I let him know that I had done this multiple times since the initial purchase, but that I would do it again
• No items were still received
• He apologized and told me that since it was a mobile app, they had no control over the purchases not working and that I needed to call iTunes to get them to add it to my account
• Although I was confused by this I told him I'd contact iTunes to get it figured out

• I called iTunes, who looked up my purchase
• They verified that the purchase did go through and that there were no problems with it on their end
• I explained the situation to the lady and she simply told me that they have no control over how an app works - that I would need to talk to the app developer to get it fixed
• She said that her only option would be to refund the purchase if I wanted, which I told her I didn't - I simply wanted the items added to our accounts
• She apologized and said that they couldn't fix it - I would have to talk to the developer

• I went on the EA support website and requested another call back
• When the representative called I explained the situation, including what the iTunes Support representative said
• He apologized and asked me to upload screenshots of my iTunes receipts to the case so that they could get it fixed.
• After I attached screenshots he put me on hold again
• 5 minutes later he came back and said that in order to help me, I would need to submit a Customer Service request directly from my son's account as well so that he could lookup his account
• I asked him if I could simply give him the Player ID since my son wasn't with me at the moment, and he said no - I would have to send it from his account and that until I did so he couldn't help me
• I told him that I would be able to do it from my son's account later that day, and he said to call back in once it was done

• Later that afternoon I sent a new case from my son's account and then requested a call back
• Another representative called me back and I again explained the situation
• He apologized and assured me they would get the items credited to both our accounts
• He told me that I needed to upload the screenshots again, this time to the new case, so that he could pull them up
• I uploaded the screenshots again, after which he put me on hold
• Almost 10 minutes later he came back and said that although he could also see that we purchased the items, and that he could verify them with the iTunes receipts, that he himself couldn't fix it and that he would need to escalate it to a specialist
• I asked him how long that would take and he said that he had no timeframe, but that they would definitely get it fixed now that they had the receipts and that I should call back in 24 hours

12/8/15

• Still no items awarded
• I requested another call back, and again explained everything to a new representative
• The representative looked up the case and put me on hold to check with the specialist
• After several minutes he came back and said that the specialist was looking into it and that they would email me back once they had it fixed
• I explained to him that I had already been told that the previous day and that they had told me I should call back in 24 hours
• He put me on hold again
• 10 minutes later he came back and said that the specialist didn't have any other update for me, but that they would definitely get it fixed and credited to our account
• I asked him if he had even a rough idea how long it would take and he said no, but that they would email me with an update

12/9/15

• No items, no reply
• I was working all day so was unable to play phone-tag again for an update on the case

12/10/15

• Still no items or reply

12/11/15

• Went on EA's website again and requested a callback
• 10 minutes later a representative called me back
• I explained the situation again
• He apologized for the issue and put me on hold to check with the specialist
• 5 minutes later he came back and said that he was sorry, but that the specialist said that the purchase didn't correctly register on their end, so that they would be unable to credit the items to my account
• I told him this didn't make any sense considering the fact that I had sent them the iTunes receipts showing the purchase
• He said that he didn't know what to tell me, but that they never received the money on their end
• I checked my PayPal account and verified that both payments to iTunes came out of my account - I even attached the screenshots of it to my case
• He said that he could see that I did purchase the item, but that it didn't correctly register on their end so that he couldn't help me - but that I could contact iTunes to request a refund
• I explained to him that I didn't want a refund, that I wanted to character / items we were supposed to receive
• He put me on hold
• After nearly 10 minutes he came back on the line and again said he was sorry, but that there was nothing he could do for me, but that they could give me some crystals for the inconvenience
• I explained to him that some crystals wouldn't help since it wouldn't allow me to get the character
• I asked him if there was any way that they could reset the offer so that I could simply purchase it again and get a refund from iTunes on the first purchase
• He put me on hold to check with the specialist
• After a few minutes he came back and said that he was sorry, but that they could not reset the offer since it was a time-limited item
• I explained to him that we had purchased it within the time limit, as he could see
• He said that he could see we purchased it, but that they didn't receive the money from iTunes so that he couldn't do anything for me
• I asked him if I could send them the payment directly so that they could mark the item "paid" on their end and credit the items to our account
• He put me on hold again
• After a couple minutes he came back and said that they couldn't do that - that there was no way for them to update their system to show it paid
• I said that this didn't really make any sense - there had to be someone who could fix the record so that we could receive the items
• He said that if they couldn't fix it since they had no way to update the record - and no way to add a character to our account
• He mentioned again that they had sent us some crystals as compensation
• I checked my account, and they sent me 122 crystals for the 'inconvenience', which I informed him wasn't even half of enough to buy one data card in the game to even try to get one character
• He said that's all he could do
• I asked if there was someone else I could talk to who would be able to correct the purchase record, marking the item paid so that we could simply do "Restore Purchase" and receive the item
• He said that no one was able to do that
• I let him know that wasn't an acceptable answer considering that I'd been told day after day that they could and would fix it, and that we had paid for the item on time as shown by the receipts
• He said there was nothing else he could do for me and told me to come here, to the forum, to try to get it resolved

[akositzke79]

So, it's now 12/14 and no contact / update from EA Customer Support, or any Devs on here.  Wasn't really expecting Devs on here to do much, but per EA Support this is how I was supposed to get it resolved.  Has anyone had similar issues?  If so, how were you able to get them resolved?

[ThePhantom0230]

Just had the same issue with my son. It worked fine for my account a few weeks ago but this morning it didn't register the purchase though the account was charged for the purchase. Have not received a call back from EA yet.