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!

[Arash1123]

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.

[Peter_W]

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

[Arash1123]

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.

[Peter_W]

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

[Arash1123]

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

[Peter_W]

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

Contact Us | EE

Peter

[Arash1123]

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

[Peter_W]

@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

[Arash1123]

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.

[Peter_W]

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