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

[Arash1123]

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!

[Northerner]

Hi @Arash1123 

Did you receive the physical game and box or code. 

I assume this purchase was from the EE store? 

Thanks 

[Arash1123]

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.

[Ali_A]

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 

[Arash1123]

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.

[Ali_A · Accepted solution]

@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

[Arash1123]

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?

[Ali_A]

@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 

[Arash1123]

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

[Ali_A]

@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