Sims 3 Store

[maudns]

Last night I bought Drifters Desire from the Sims 3 Store. Instead of the purchase going through only once as it should have, it somehow went through twice and took all my remaining Sim Points. I only wanted to buy it once, not twice. I would like the points that shouldn't have been deducted back, please. So far, 2 chats have told me this is impossible. However, it's impossible for me to choose to buy more points if they can be taken by glitch or error. And then nothing can be done about it? Why?

[EA_Solaire · Accepted solution]

Hey there @maudns,

Sorry to hear you've been double-charged for this purchase! A refund for a duplicate purchase is something the live support team can refund for you- however it's not something we can do for you over the forums as we don't have access to your account details. 

If you're having issues getting this refund processed with live chat, let's get you to live support instead through Twitter or Facebook to get that processed- I'd also recommend you attach this conversation when you reach out there so that team does have something to reference. If you have any troubles reaching out to the team there, please be sure to let me know! 

[EA_Solaire · Accepted solution]

Hey there @maudns,

Sorry to hear you've been double-charged for this purchase! A refund for a duplicate purchase is something the live support team can refund for you- however it's not something we can do for you over the forums as we don't have access to your account details. 

If you're having issues getting this refund processed with live chat, let's get you to live support instead through Twitter or Facebook to get that processed- I'd also recommend you attach this conversation when you reach out there so that team does have something to reference. If you have any troubles reaching out to the team there, please be sure to let me know! 

[maudns]

Thank you sooo much! Unfortunately, I don't use Twitter or have Facebook. I tried the live EA chat twice and they told me to post here. Is there anything else I can do?

[EA_Solaire]

@maudns 

Could you try the live chat once more for me please and be sure to attach this AHQ conversation when you reach out there for that team to look over? Please keep me updated on how you get on! 

[maudns]

I've been in the box "waiting to chat" for over 2 hours now... I have to say this a very frustrating and time consuming process, but I appreciate your help immensely. To be continued... hopefully soon and with good news.

[EA_Solaire]

@maudns 

You shouldn't have to wait more than a few minutes to connect over live chat- are you on a mobile device or PC?

If you're on a mobile device, you can restart your phone and try again, or use a PC instead.

From a PC, please clear your browser's cache, or use a different browser instead and start a new chat. Please keep me updated! 

[maudns]

I did it!! I've just left another live chat and the missing points were quickly returned. Your posts were very helpful and I'm sure being able to reference this conversation helped a lot in being able to get that done. Thank you so much!!

[EA_Solaire]

@maudns 

I'm thrilled to hear you were able to get this duplicate purchase refunded, thank you for this update! 

If you need help with anything else, don't hesitate to reach out again