Help us improve Answers HQ! Take Survey No, Thanks

EA Customer Service refusing to refund

by IAMAFK69
Reply

Original Post

Highlighted
Accepted Solution

EA Customer Service refusing to refund

★ Novice

Here is the transcript of what went down in customer service live chat when I wanted to get a refund on a gift that I sent to my friend.

He hasn't played the game at all and he gave me permission to refund it so I get my money back.

 

Prashant (08/01/2021, 18:38:51): Thank you for contacting EA HELP, my name is Prashant, may I start with your first name please?
Abizer (08/01/2021, 18:39:20): Abizer
Prashant (08/01/2021, 18:39:52): Hi Abizer nice to meet you!
Prashant (08/01/2021, 18:40:01): How can I help you today?
Abizer (08/01/2021, 18:40:21): I would like to request a refund on a gift that I sent to my friend
Abizer (08/01/2021, 18:40:28): He hasn't played the game at all
Prashant (08/01/2021, 18:41:43): I will surely check the game if it is eligible for a refund or not so that I can help you out.
Prashant (08/01/2021, 18:41:43): Please share the email address linked with the EA Account.
Abizer (08/01/2021, 18:42:39): the email address of my account or the email of the friend I gifted it to
Abizer (08/01/2021, 18:42:50): ?
Prashant (08/01/2021, 18:43:18): Email address of your EA Account.
Abizer (08/01/2021, 18:43:29): ************** (Hidden for privacy reasons)
Prashant (08/01/2021, 18:43:55): Thank you so much!
Prashant (08/01/2021, 18:44:11): Please allow me a minute to locate the account and check.
Prashant (08/01/2021, 18:46:59): I just sent a 6 digit verification code on your email, please share the code with mentioned on the email.
Abizer (08/01/2021, 18:47:21): 567908
Prashant (08/01/2021, 18:48:40): I just checked the date of purchase and it was purchased back on 30th December as per our refund eligibility criteria we cannot initiate a refund you can check the details on the below link.

https://help.ea.com/article/returns-and-cancellations/
Abizer (08/01/2021, 18:49:37): in that page it says I can request a refund within 14 days if the game has not been played
Abizer (08/01/2021, 18:49:46): the game hasn't been played
Abizer (08/01/2021, 18:49:55): and it has only been 9 days
Abizer (08/01/2021, 18:50:13): can you specify the exact reason as to why the refund has been denied
Prashant (08/01/2021, 18:52:36): I will need a log to confirm if the game was launched or not, please ask your friend to follow below steps and share the log files.
Prashant (08/01/2021, 18:52:36): Open a File Explorer window.
Search the C: drive for “Client_log”. If there’s more than one result, choose the one in the folder called AppData/Local/Origin/Logs.
Abizer (08/01/2021, 18:53:40): how do i send u the client log?
Prashant (08/01/2021, 18:55:22): I just sent an attachment request attach the log and let me know.

 

*At this point I sent him the client log from my friends PC*


Prashant (08/01/2021, 18:58:30): Did you attached client log of your friends PC or your?
Abizer (08/01/2021, 18:58:37): friends pc

 

*Some time passes and the first agent leaves and a new one starts msging me in the same chat bar*


Elena (08/01/2021, 19:04:26): Thank you for contacting EA HELP, my name is Elena, may I start with your first name please?
Abizer (08/01/2021, 19:04:54): Abizer
Abizer (08/01/2021, 19:07:03): Hello?
Elena (08/01/2021, 19:08:57): Hello! Nice to meet you!
Elena (08/01/2021, 19:09:13): I see that you would like to request a refund.
Abizer (08/01/2021, 19:09:17): yes
Elena (08/01/2021, 19:10:15): I understand, no worries, let me see If we can help with the refund request.
Elena (08/01/2021, 19:10:16): First, I need to verify the account, I will send you an email with a six digit verification code. Can you please provide the code once you receive it?
Abizer (08/01/2021, 19:11:17): 859520
Elena (08/01/2021, 19:13:48): Thank you.
Elena (08/01/2021, 19:14:12): Can you tell me the name of the game you purchased?
Abizer (08/01/2021, 19:14:22): Star Wars Battlefront 2
Abizer (08/01/2021, 19:14:42): I gifted it to a friend
Abizer (08/01/2021, 19:14:58): He hasn't played it even once
Abizer (08/01/2021, 19:15:23): It has been only 9 days since purchase
Abizer (08/01/2021, 19:15:50): He said he doesn't want the game
Elena (08/01/2021, 19:18:46): Do you also play Star Wars Battlefront 2?
Abizer (08/01/2021, 19:20:59): Yes I have Battlefront 2 on my account as well
Elena (08/01/2021, 19:21:19): When have you purchased the game?
Elena (08/01/2021, 19:21:25): On your account.
Abizer (08/01/2021, 19:21:43): I am not asking for a refund for the game on my account
Abizer (08/01/2021, 19:22:04): I am asking for a refund for Battlefront 2 I gifted to my friend
Elena (08/01/2021, 19:22:15): Yes, I understand that.
Elena (08/01/2021, 19:22:31): I was asking you when did you get the game? The one you're playing.
Abizer (08/01/2021, 19:22:59): I purchased the EA pass via Steam
Abizer (08/01/2021, 19:23:10): I did not buy Battlefront 2 specifically
Elena (08/01/2021, 19:23:27): Thank you.
Abizer (08/01/2021, 19:30:50): hello?
Elena (08/01/2021, 19:34:08): Can you please click on the link below and let me know what does it say?
Elena (08/01/2021, 19:34:08): https://help.ea.com/en/refund/
Abizer (08/01/2021, 19:34:45): this link only applies to games that I purchased for myself
Abizer (08/01/2021, 19:34:51): I purchased a gift for my friend
Abizer (08/01/2021, 19:35:03): so it's not on my account
Abizer (08/01/2021, 19:35:56): I know this for a fact because the very day I gifted him the game I checked this website and it still said I didn't qualify for a refund
Abizer (08/01/2021, 19:36:09): He still hasn't played the game
Abizer (08/01/2021, 19:36:38): 14 days from the day I bought the game (if the game has not been played)
Abizer (08/01/2021, 19:36:46): It has only been 9 days
Elena (08/01/2021, 19:42:37): Thank you for waiting. I double checked with my Team and you are not eligible for a refund.
Abizer (08/01/2021, 19:43:43): Can you elaborate on why I am not eligible
Abizer (08/01/2021, 19:44:42): Like I said the term in the refund page said 14 days limit if the game hasn't been played
Abizer (08/01/2021, 19:44:50): The game hasn't been played
Abizer (08/01/2021, 19:45:01): and it has only been 9 days since purchase
Abizer (08/01/2021, 19:45:07): so why am I not eligible
Elena (08/01/2021, 19:46:00): Yes, I've sent you the link on how to check If you're eligible.
Abizer (08/01/2021, 19:46:29): And according to the elgibility criteria
Abizer (08/01/2021, 19:46:32): I am elgible
Abizer (08/01/2021, 19:46:36): like I said
Abizer (08/01/2021, 19:46:42): did you not read what I just said
Abizer (08/01/2021, 19:47:04): According to the page
Abizer (08/01/2021, 19:47:26): I am eligible "Within 14 days from the day you bought it, if you have not launched the game."
Abizer (08/01/2021, 19:47:43): My friend hasn't launched the game even once
Abizer (08/01/2021, 19:47:56): and it has been less than 10 days since purchase
Elena (08/01/2021, 19:54:11): That's what you see on your end. But I checked and there is no option to process the refund, as the gift doesn't qualify for one.
Abizer (08/01/2021, 19:54:40): Why does the gift not qualify?
Abizer (08/01/2021, 19:55:09): can you specify on why the gift doesn't qualify
Elena (08/01/2021, 19:56:20): If it were to qualify, we would have had the option to refund it. It's automatically reviewed by the system and when a game is eligible for a refund, we have the option to refund it.
Elena (08/01/2021, 19:56:32): Unfortunately, we can not help with your request.
Elena (08/01/2021, 19:56:42): Is there anything else I may help you with?
Abizer (08/01/2021, 19:58:05): Why does the system not specify why it cannot refund

 

*Agent ends the chat without giving me an answer*

Message 1 of 3 (344 Views)

Accepted Solution

Re: EA Customer Service refusing to refund

Community Manager

Hey @IAMAFK69 for issues such as this you will need to speak with one of our phone or chat support advisers who will be able to advise you further. 

 

If our team have advised that they are unable to refund the purchase then this would be the case.

 

You can contact our live support at help.ea.com.  

To  speak with a chat adviser:

Click on your product Origin

Then select 'PC

Manage my Account'

Can't log in

Finally, you can choose to begin a chat or request a call back.

 

Darko

Darko.png

View in thread

Message 2 of 3 (300 Views)

All Replies

Re: EA Customer Service refusing to refund

Community Manager

Hey @IAMAFK69 for issues such as this you will need to speak with one of our phone or chat support advisers who will be able to advise you further. 

 

If our team have advised that they are unable to refund the purchase then this would be the case.

 

You can contact our live support at help.ea.com.  

To  speak with a chat adviser:

Click on your product Origin

Then select 'PC

Manage my Account'

Can't log in

Finally, you can choose to begin a chat or request a call back.

 

Darko

Darko.png
Message 2 of 3 (301 Views)

Re: EA Customer Service refusing to refund

★ Guide
@IAMAFK69 Just do a charge back through your bank.
Message 3 of 3 (267 Views)
Twitter Stream