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Ethical refund?
Okay, some backstory first. My retired mother has been playing severalof your games for a few years now and has always enjoyed them and occasionally purchased bombs and that kind of thing which has never been an issue.
At the start of this year she suffered what appears to have been a second stroke (until her MRI we were unaware of a primary stroke) The second stroke was in her frontal cortex which temporarily blinded her, cause slurred speach and balance issues. What we did not fully realise at the time was that her reasoning, deduction and impulse control had also been badly affected.
We knew there were changes in her personality as she seemed much likely to say whatever it was she thought without the usual social filters.
It was only around a month ago that my father (also retired) received a letter through the post from the bank advising that he was overdrawn that we realised there was more to it.
Since the stroke, my mother had been progressively purchasing more and more boosters for her games and had spent in total around £7000.00 of their retirement savings on various games.
Once we realised what had happened we discussed it with my mother who hadnt realise she had spent anything like the amount she had. She now feels shame, foolishness and guilt for this since it is so out of character for her. We have now removed all payment options from her Google account, my father has just come out of retirement in order to try and build some funds up again. My mother wants to work again in order to help but is currently not fit enough to either work or drive due to the stroke.
Whilst i appreciate that some time has passed since the extraneous purchases began, which I'm sure you'll be able to see in her purchase patterns. I am hoping that you can help them recover at least some of the losses caused in order that they can enjoy the remainder of their retirement without financial worries.
If I was financially able, I would help them but as it is the best I can do is look into this with the various companies involved to see if they can get a refund due to the extenuating circumstances.
Thank you for your time and feel free to contact me via email for her Google information for you to check her purchase history.
Steve
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Answers
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Oh dear. Let me first say I am so sorry this happened to your mom. It must be so hard to deal with this issue for everyone. We can't handle purchase issues here in the forum, but I can give you the link to the team that does handle them, and I will do it gladly. I understand completely, and I am sure the people who handle this kind of thing will try to be as fair as possible, considering the circumstances. Here is the link to follow, and I sure do hope you can get this sorted out soon. Send my best wishes to your mom and to the family. Thanks for writing and I do hope you (and your family) will have a good day!
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Thank you for your response, I will look into the link.
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Hi Steve,
I just wanted to join Laura's message as well and wish you and your family all the best. As she said though, we cannot handle these issues on a public note. However, I'm sure that you can contact the team there and they will be happy to assist you. If possible, I recommend that you use her account to contact them, as it will most likely make the process faster.
All the best again to you and your loved ones.
Cheers,
Xarly
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okay so I contacted one of the help teams you linked me to, there wasnt really one which seemed to deal with this particular issue so i sent a couple of messages.
Unfortunately I have received no response or even acknowledgement regarding my query.
I appreciate that my query is an unusual one but I would have thought to have had a response at least by now.
Any advice you can offer?
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I can ask the Moderator directly right now for you. Let me do that right now.
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Hi Steve,
I have sent you a private message here on King Care. Please click on the envelope icon on the top right corner of the screen and kindly get back to me with the details and I'll help you escalating your case.
- Mark
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Thank you @Mark for picking this one up.
This made me smile because now SBWolf can get some answers. Much appreciated!0 -
Thank you Mark, I've replied to your message so hopefully can move forward. Thank you so much for your help Laura x
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Awesome! I am so glad you could get this all sorted out. I am sure the Moderators will take it from here and take good care of you. My best wishes go out to you and if you ever need us, we will be right here. Take care and good luck to you.
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Hi SBWolf,
I hope you are doing fine! Just wanted to give you a heads-up here. We have sent emails to your account as well as your mother's and are waiting for a reply in order to help you further.
Cheers,
Xarly
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