55 respuestas en este tema

[Psychotic Deformity]

alright it has been 48 hours since my "purchase" (let's say loss of money...) and my 1600 points still haven't showed up. No answer from support either, this is becoming heavily frustrating >



This will turn into a paypal dispute if not resolved before the 14th of september...

[GenesisOzum]

I think if simple things like this aren't sorted they are gonna lose customers, no way am i buying more games if half the content is going to be on Un-purchasable, Money stealing DLC.

[Chyce]

I've got the same problem. I'll give them until tomorrow before I email them about it, since it seems like they're not doing anything about it.

[Stelioss]

Well, it''s been over 24 hours since I've opened a PayPal dispute.

And EA still didn't react. So on the 14th it's going to be a PayPal claim

[Psychotic Deformity]

yeah i'm not really happy about how things turn out. I was expecting some kind of answer, support is still stilent after almost 72h. That is no good customer support...



Those who got an answer from support, how did you email them exactly? Is it a "question" under the "my stuff" tab like I did?



Anyway, i purchased 800 more points and it went fine this time. 1600 points still missing but at least I can play loftsb lol

[Pulse-eater]

They have responded to me twice in relatively short order. (Not that its gotten me my points.)
I emailed them at http://support.ea.com/ using the “Email Us” link and the following field selections:
Platform - PC
Game - Mass Effect - Mass Effect 2
Category - Website Functionality - Login/Access

The second response I received:
“… I would like to inform you that your order has got failed due to some technical problem and if there is any pre-authorization charges deducted from your account then these charges refunded to you automatically after 3-4 business days. Please have patience and take care your issue will get resolved.”

Even though the item on my credit card appears to be a posted charge and not a pre-authorization I will wait and see if it drops off.

[Odd Bet]

I've been having a similar issue. Tried to buy points, got an error telling me to try again, tried again, and still ended up with nothing.



I've been going back and forth with support through email all day, though nothing has been accomplished. They've suggested several things, such as pop-up blockers and a hold on my card (neither of which are issues), that would be causing the problem on my end. None of their suggestions have worked. The only one I haven't tried is to use something like PayPal, which after reading this thread, I refuse to do.



All I wanted to do was give BioWare some money. I've never had an issue with BioWare points before.

[Stelioss]

Well, I wouldn't give up on PayPal.

PayPal is very reliable, also if something goes wrong with payment, PayPal offers some solutions.

EA has in this case not even responded to my problem.

[Odd Bet]

Heard back from support again. They said that the problem is a known issue and they are looking into it. Hopefully everything will be set right before too long.

[Black33]

Pulse-eater wrote...

They have responded to me twice in relatively short order. (Not that its gotten me my points.)
I emailed them at http://support.ea.com/ using the “Email Us” link and the following field selections:
Platform - PC
Game - Mass Effect - Mass Effect 2
Category - Website Functionality - Login/Access

The second response I received:
“… I would like to inform you that your order has got failed due to some technical problem and if there is any pre-authorization charges deducted from your account then these charges refunded to you automatically after 3-4 business days. Please have patience and take care your issue will get resolved.”

Even though the item on my credit card appears to be a posted charge and not a pre-authorization I will wait and see if it drops off.

I got the same response for a paypal purchase. They told me to wait for 4-5 days. That time has passed and the charge is still effective, in fact paypal already took the money from my bank so EA hasn't returned me nothing of the 4,88 euros. If I don't see this fixed by tomorrow I'm gonna have to go the rough way and make a paypal dispute. EA not gonna steal a cent out of me.

[Black33]

Update: Support insists since my original transaction didn't complete they didn't charge me, and that I must be mistaken for the points I finally managed to buy 3 days later. Yeah right, I can make a claim based on something that happenned 3 days later. Honestly, their sturbborness is looking like pure stupidity.

[Psychotic Deformity]

Still no answer from support after 4 days, no points eitheir, and the money is still gone so i guess the paypal dispute will have to begin tomorrow...

[Black33]

They finally added the points to my account via a support agent. I had to show proof of the paypal transaction and they fixed it. I hope you all have good luck too and recommend you to insist until you get a proper solution like in my case.

[Stelioss]

@Black33: how did you contact the support agent or what did you do before they contacted you??

[Black33]

I went this site http://eadragonage.custhelp.com then used the 'Email Us' option and detailed my problem. They will contact you there and by e-mail and you can start 'talking' about the problem you have. Took me a week and several messages to get it solved but hopefully you'll take less time.

Editado por Black33, 14 septiembre 2010 - 08:10 .

[flex12]

Hi guys,

here my update after more then a week.

I recieved almost everyday an email from support ranging from that they couldn't update my account with the points, to wanting a dxdiag (lol) from me, until they sent me redeem codes that did not work.

Well today they managed to send me a code, which did work... Why was that so difficult?

[Psychotic Deformity]

yeah well after almost one week I still have no answer from support, i've just updated my question a second time. But frankly I'm so pissed right now I'm not hoping for anything. I could file the paypal complaint, but i'll give them 24h more.



Not getting a single answer is unbelievable...

[Stelioss]

Oh yeah, finally got my points.



I was told they know it's a issue, but if you want your points you have to send mail support, give as much info as you have and attach a confirmation from paypal or something that proves that you've paid.



Got my points within 48 hours after i contacted them.

Just follow the steps Black33 has described.

[Pulse-eater]

I have sent them the PayPal Transaction ID number twice to prove that payment has been received by them. They haven’t indicated in any of their responses that they have even looked at it. They just re-gurgle the same information about the transaction having “failed”.

[Chyce]

Well, I just got my points. I emailed them and within an hour it was all sorted. The EA rep was really nice about it as well.

Editado por Chyce, 16 septiembre 2010 - 10:58 .

[guicube972]

I have the same problem. I wanted to play the Shadow broker DLC and there it goes down the drain...

I'll wait 24 hours and send an email.

[Solce]

Same thing with me. I wanted to purchase Lair of the shadow broker and they stole my money!

[Solce]

The EA rep e-mailed me back. I need the order number. does anyone know where to find it?

[Psychotic Deformity]

I guess it's in your paypal receipt?



Regarding my points, I just received an email from paypal saying that there is nothing they can do because the item I purchased is "virtual". And, I can't even answer to that.

This is just a big joke... who cares it is virtual? The money was taken from me and EA admits they never gave me the points, so clearly someone made a mistake, and it's not me.



I thought that with Paypal you were safe, my ass...



Now i'm stuck trying to find a "peaceful" solution with this stupid support that doesn't even answer to my question regardless how many times I update it.



Feels like those 13,94 euros will never be seen again. Not happy, really not happy, at all.



EA supports sucks please help me xD

[Solce]

wow we got stiffed by bioware :crying:and, it shouldn't matter if its virtual stuff it's steal REAL money

Editado por Solce, 09 octubre 2010 - 01:39 .