Gaming Support

[ob3id12]

I purchased a ditigal download yesterday and the game disappeared, but my account was billed. I tried again today with a different game and encountered the same problem. When I track my past purchases the two games I was billed for without ever receiving the content doesn't even show up. The lady I spoke with on the phone confirmed the same thing. She stated it was weird and that she shows no record of the purchase. The only one that appears is my guild wars 2 download which seemed to work just fine. I have 2 e-mail notifications saying the transactions went through as well. The customer support has been impossible to get anywhere with so what are my options at this point? Do I need to just call the bank and tell them about the charges with no explanation from customer service and see if they will drop the charges off?

[Kyle-BBY Retired: Senior Social Media Specialist]

Hi ob3id12,

I can see how you would be concerned about those charges showing up on your account but no product to show for it.  I'm sorry about that as I'm sure this has been frustrating, especially considering the calls you've already made seeking a resolution.

Having looked through those call records, I see that the most recent call resulted in a case being dispatched to our credit team for research into the charges.  It looks like the rep identified the issue with your orders and has taken the necessary next steps to have your charges addressed, which is great.  I would have taken similar action but do not want to double-up work now that the ball is already rolling.  You should be hearing back on that dispatched case soon with the next steps.

Thanks for reaching out to us here and let me know if you have any questions in the meantime.

[ob3id12]

Kyle,

I beleive I called on monday in regards to my problem and they said it would be 3 to 5 business days, but I haven't heard anything back.

[Kyle-BBY Retired: Senior Social Media Specialist]

Hey ob3id12,

I checked into your cases again and it looks like they've taken care of the charge issue you were seeing, which is great.  I'm sorry it took a while to get that resolved for you but hopefully everything is straightened out now.  

Let us know if you have any remaining questions or concerns.