Issue with EA-Origin refund

[Techno Pride]

Hi,

EA-Origin has this Origin Great Game guarantee. https://help.ea.com/en/refund

So I purchased a Need For Speed game via Origin and it kept crashing on startup, meaning I didn't even get to play the game. (READ : I already Googled and tried to troubleshoot! Didn't work) So I applied for a refund and it was quickly approved by EA-Origin.

Two and half months on, the refund still has not been returned to my card. So I contacted the financial institution. They confirmed that they did not receive any refund. And I went back to EA-Origin.

This is what I got:

Hello! My name is YYYY and I will be the Specialist assisting you today. I wanted to start by thanking you for your patience and apologizing for the wait time that you have experienced thus far.

With that being said I have done some research into your refund issue. I show that the refund was done. Refund: xxxxxxx 09/xx/13 at 12:11 PM Completed
09/xx/13 AT 12:11 PM
Event Type: REFUND
Event Status: SUCCESS
Refund Invoice Id: xxxxxxx
Refund Amount: xx.xx

Please double check with your financial institute as our refund request has fully processed.

Sorry for any inconvenience this may have caused.



We have closed this case for now . You can reach us at help.ea.com for further assistance
Regards,
YYYYYY H.
EA Customer Experience

I am dealing with probably someone on minimal wage who can't be bothered to reveal his last name (see H.), proceeds to show me something which I can already see in my purchase history and then closes the case to increase his problem-solving quota.

Any tips on how I can escalate this? Thanks.

 

[surfsatwerk]

Escalate and get your account banned.

 

[Techno Pride]

You referring to the SimCity story? That's whee I got the idea that the "specialists" are really working in a 3rd world country.

Anyway, they got me to post my card statement. Then didn't even bother reading it. Just proceeded to copy and paste from my purchase history.

 

[Patre]

If there's an option to speak with someone at EA billing, that would be the best way to resolve this.

 

[Grooveriding]

Just do a charge-back with your CC company.

 

[Techno Pride]

If there's an option to speak with someone at EA billing, that would be the best way to resolve this.

Yes...for a smaller company, the customer support usually has a direct line to billing/finance department. So they could simply walk across the office to ask.

The difficulty with EA-ORigin "support" is that it's located many miles off corporate HQ.

I'm trying to search for corporate finance's contact.

 

[PowerYoga]

Are you sure it didn't process? There's many days of delay between when they authorize the refund and when it makes its way into your account because of bank shenanigans. I'd double check anything within 30 days of that invoice and also get a copy of your monthly statement as proof you didn't get anything.

 

[Fallen Kell]

Are you sure it didn't process? There's many days of delay between when they authorize the refund and when it makes its way into your account because of bank shenanigans. I'd double check anything within 30 days of that invoice and also get a copy of your monthly statement as proof you didn't get anything.

Except that according to the above information he posted, the refund was applied in September (hence the "09/xx/13 at 12:11pm"). This is well past the 30 days that are the absolute max for a financial transaction such as a refund.

 

[Techno Pride]

Are you sure it didn't process? There's many days of delay between when they authorize the refund and when it makes its way into your account because of bank shenanigans. I'd double check anything within 30 days of that invoice and also get a copy of your monthly statement as proof you didn't get anything.

You didn't even read.

I attached a copy of the statement. The bot didnt even read it. He merely went ahead and did a copy and paste from my purchase history.

 

[Techno Pride]

Ok, this's a major WTF. The refund suddenly appeared in my bank statement.

Not sure whether it was EA-Origin or the bank. For all intents and purposes, the matter is over now.

Thanks all for your suggestions.