I am totally gutted by the lack of help from the Playrix staff

[Cesaria]

I am sure I will not get any reply, I may as well talk to the wall but I have to get this off my chest.
I have been charged twice for the purchases I have made last month.
15.95€ X 2
That is a lot of money for me!
I have tried to contact Google PlayStore and as expected no answer whatsoever from them.
I have contacted playrix staff and I've been given in return a link to the PlayStore.
I have contacted my phone provider (all the purchases made on the PlayStore are being charged directly on my cell phone bill).
My provider told me (and sent me proof) that they were charging me whatever the Playrix developers were sending them..
So, obviously, playrix has made a mistake..
So, naïve me, I have contacted playrix again telling them what my provider had said and this time, playrix said that (quote) :"we do not have any control over the purchases being made, we can not trace the purchases made by the players"..
Isn't that a ludacris absurd lie??
Do you want me to believe that?
Thing is I have been lied to, and the lack of help and compassion is just overwhelming!
I can prove that you have made a mistake by charging me 15.95€ too much and you, at Playrix you can't see it?
I am just disgusted

[cdosr]

This is probably not any consolation to you but as a suggestion. None of my charges come directly from Playrix, they do not have access to my credit card or bank information. Instead, everything comes through Google Play. The attached screenshot shows both the e-mail I get from Google Play and how it shows up on my bank statement. If there are two charges for the same amount, I contact my bank and dispute the charge and let them investigate the legitimacy of both charges. If it is a duplicate charge, the bank will credit my account and they have a way of getting the money back from Google.

So, from a certain point of view, Playrix is correct, all purchases come through the "app store" where you got the game and all charges to your account are posted by that same "app store". As your "billing agent", the phone provider should have a way for you to dispute the charges or at least investigate on your behalf.

Also, you should have some confirmation e-mails from Google Play and if that's the case, you can see if one or two charges were made. The confirmation e-mails should contain a "transaction code" which somebody should be able to track back to a bank or billing event.

Capture 1.jpg

[Cesaria]

This is probably not any consolation to you but as a suggestion. None of my charges come directly from Playrix, they do not have access to my credit card or bank information. Instead, everything comes through Google Play. The attached screenshot shows both the e-mail I get from Google Play and how it shows up on my bank statement. If there are two charges for the same amount, I contact my bank and dispute the charge and let them investigate the legitimacy of both charges. If it is a duplicate charge, the bank will credit my account and they have a way of getting the money back from Google.

So, from a certain point of view, Playrix is correct, all purchases come through the "app store" where you got the game and all charges to your account are posted by that same "app store". As your "billing agent", the phone provider should have a way for you to dispute the charges or at least investigate on your behalf.

Also, you should have some confirmation e-mails from Google Play and if that's the case, you can see if one or two charges were made. The confirmation e-mails should contain a "transaction code" which somebody should be able to track back to a bank or billing event.

Capture 1.jpg

Thank you for your reply.
I do get these confirmation emails too which is why I can prove what went wrong.
When Playrix says they can't trace our purchases it is total BS, matter of fact It says on Google refund page that it is up to the app developer and him only to decide whether or not he will make the refund..
So, they've been caught lying and being deshonnest.
Lesson learned.

[Graylady]

Thank you for your reply.
I do get these confirmation emails too which is why I can prove what went wrong.
When Playrix says they can't trace our purchases it is total BS, matter of fact It says on Google refund page that it is up to the app developer and him only to decide whether or not he will make the refund..
So, they've been caught lying and being deshonnest.
Lesson learned.

Sorry but if Google charged you twice by mistake for the same purchase, Playrix is not aware of that at all. Keep contacting Google and be clear about the double charges. You are not looking for a refund from Playrix at all, you are looking for a correction from Google who did the mistake.