topic Re: Request for Exchange: Incorrect Purchase of FC 25 for Xbox Instead of PS5 in Orders

Request for Exchange: Incorrect Purchase of FC 25 for Xbox Instead of PS5

Arash1123 — Sat, 25 Jan 2025 11:23:33 GMT

I had a game card and accidentally used the cridet to buy a game for the wrong platform. I intended to get a ps5 game but ended up purchasing it for Xbox instead. Does anyone know if there's a way to refund or exchange it? Any help would be appreciated!

Re: Request for Exchange: Incorrect Purchase of FC 25 for Xbox Instead of PS5

Northerner — Sat, 25 Jan 2025 11:25:01 GMT

Hi @Arash1123

Did you receive the physical game and box or code.

I assume this purchase was from the EE store?

Thanks

Re: Request for Exchange: Incorrect Purchase of FC 25 for Xbox Instead of PS5

Arash1123 — Sun, 26 Jan 2025 11:37:36 GMT

Hi, my friend,

About a month ago, I purchased a PS5 from the EE store, which came with a £70 game card.
Two weeks ago, I accidentally spent that card in the EE online store on a FIFA Xbox game instead of the PS5 version. They sent the game code to my email, and that's when I realized my mistake.

Since then, I’ve contacted 150 and other numbers several times to try and return or exchange the game card. However, every time, they either direct me to the website or back to the store.
The store, in turn, sends me back to the website, and I’ve been going back and forth without any resolution.

Apologies for taking up your time. I just wanted to explain everything in full.

Re: Request for Exchange: Incorrect Purchase of FC 25 for Xbox Instead of PS5

Ali_A — Sun, 26 Jan 2025 12:41:15 GMT

Hi @Arash1123

Welcome to the Community.

I can't imagine how frustrating it may have felt to find the incorrect version had been purchased.

Sorry to hear you've been facing some difficulty swapping your game for the correct platform, I know you'll be eager to get this resolved as soon as possible.

When you emailed the store, did they mention the exact steps they want you to follow on the website to return the Xbox version game?

Ali

Re: Request for Exchange: Incorrect Purchase of FC 25 for Xbox Instead of PS5

Arash1123 — Sun, 26 Jan 2025 12:48:43 GMT

Hi Ali

Thank you for sympathizing with this issue.
I’ve honestly wasted so much time trying to fix this mistake, and I haven’t received any response.
I haven’t heard back from the store at all to even proceed to the next steps.

Re: Request for Exchange: Incorrect Purchase of FC 25 for Xbox Instead of PS5

Ali_A — Sun, 26 Jan 2025 13:16:06 GMT

@Arash1123

Can you log into your Store account, once you've logged in, select 'View orders and returns' and choose the order that has the items you’d like to return. Click ‘Arrange return’ and give a reason why you’d like to return your order/ item.

There is more information at How do I arrange a return?

Let me know how you get on.

Ali

Re: Request for Exchange: Incorrect Purchase of FC 25 for Xbox Instead of PS5

Arash1123 — Sun, 26 Jan 2025 14:03:52 GMT

I can’t see anything in my orders section right now, or maybe I just couldn’t find it.

On the day I received the message from EE, there was a link and a voucher code, along with another link to the website games.ee.co.uk. I quickly used it and mistakenly completed the purchase. After that, I received an email in my Gmail with the purchase confirmation and order number, and another email with the actual game code.

I also have another question: Is the EE account the same as the store account?

Re: Request for Exchange: Incorrect Purchase of FC 25 for Xbox Instead of PS5

Ali_A — Sun, 26 Jan 2025 14:11:45 GMT

@Arash1123 Ah ok.

Unfortunately, digital gift cards cannot be returned once delivered.

You can visit EE Games | Returns and Refunds to find out more.

However, it may be worth contacting the games team directly about the incorrect version to see what they can do to help.
You can fill out the form at EE Games | Contact Us

Ali

Re: Request for Exchange: Incorrect Purchase of FC 25 for Xbox Instead of PS5

Arash1123 — Sun, 26 Jan 2025 14:17:18 GMT

Thank you, Ali.
I’ve sent messages there a few times as well, but I haven’t received any response.

Re: Request for Exchange: Incorrect Purchase of FC 25 for Xbox Instead of PS5

Ali_A — Sun, 26 Jan 2025 16:05:37 GMT

@Arash1123

Did you check your junk/spam folder if any email response may have gone there accidentally?

It may be worth sending a follow-up message to them and email you haven't yet heard back.

Ali

Re: Request for Exchange: Incorrect Purchase of FC 25 for Xbox Instead of PS5

Arash1123 — Sun, 26 Jan 2025 16:42:20 GMT

I check my all emails every day but , unfortunately, I haven't received any response.

Is there any way you can send an email or follow up on my behalf?

I've already tried the same method severel times.

Re: Request for Exchange: Incorrect Purchase of FC 25 for Xbox Instead of PS5

Peter_W — Mon, 27 Jan 2025 08:51:15 GMT

Hi there @Arash1123, thanks for confirming that.

Whilst we can't send these details over on your behalf, I definitely want to check in to make sure we've looked at every option we can here.

When was it that you first sent an email to them about the incorrect purchase?
Peter

Re: Request for Exchange: Incorrect Purchase of FC 25 for Xbox Instead of PS5

Arash1123 — Mon, 27 Jan 2025 09:08:29 GMT

Hi Peter,

I followed up several times by phone after my incorrect purchase and even went to the EE store where I originally bought the console.
But in both cases, all I did was wait with no results.

The first email I sent was on 19th January to bhneegaming, and the second one was on 20th January to support.
Aside from this, I’ve also sent several messages directly through the website, but I haven’t received any response.

Re: Request for Exchange: Incorrect Purchase of FC 25 for Xbox Instead of PS5

Peter_W — Mon, 27 Jan 2025 09:17:36 GMT

Thanks @Arash1123, just so I can be 100% sure that you've emailed the right place here, can you remember the order number for the Xbox game that you purchased?

Please don't share this in full, but can you confirm if this starts with either EE, or SO0?

Peter

Re: Request for Exchange: Incorrect Purchase of FC 25 for Xbox Instead of PS5

Arash1123 — Mon, 27 Jan 2025 09:34:30 GMT

The order number I have start with # followed by 8 digits after the #.

I didn't see anything starting with EE or s00.

The emails were sent by BHNeegaming ,and I received two emails : one with the game code and the other with my order number.

One with the subject" your gift card" and the other "confirmation gift card order".

Thanks Peter

Re: Request for Exchange: Incorrect Purchase of FC 25 for Xbox Instead of PS5

Peter_W — Mon, 27 Jan 2025 09:59:38 GMT

Thanks @Arash1123, have you tried filling out the enquiry form here:

Peter

Re: Request for Exchange: Incorrect Purchase of FC 25 for Xbox Instead of PS5

Arash1123 — Mon, 27 Jan 2025 10:04:14 GMT

Yes,I've sent message here at least 3 times, but I haven't received any response.

Re: Request for Exchange: Incorrect Purchase of FC 25 for Xbox Instead of PS5

Peter_W — Mon, 27 Jan 2025 10:43:26 GMT

@Arash1123 I'd hold on a little longer here and I'm confident you should hear something soon.

It's a dedicated team that handle all queries linked to games.ee.co.uk, so any queries do need to go to either the webform linked, or bhneegaming@waivpay.com.

If they have a backlog it can sometimes take some time for them to review your case, but I'm confident you should hear something soon if you've gotten in touch multiple times.

Peter

Re: Request for Exchange: Incorrect Purchase of FC 25 for Xbox Instead of PS5

Arash1123 — Mon, 27 Jan 2025 11:41:25 GMT

Thank you, Peter.

Okay, I’ll wait, but I’m worried that the longer it takes, the less likely they’ll accept my refund or order change.

I’ve been trying to resolve this since the moment I realized my mistake.

In any case, thank you for your efforts to help me.

Re: Request for Exchange: Incorrect Purchase of FC 25 for Xbox Instead of PS5

Peter_W — Mon, 27 Jan 2025 11:46:03 GMT

I really appreciate your patience with this one, @Arash1123.

Just as one final thing, have you seen any order reference numbers starting with XK?

Peter