KNOWN ISSUE: Unclaimable Purchases of Loyalist's Bundles

Bug Report
1

Greetings Adventurers!

Earlier this week, we had an issue arise with our Loyalist’s Bundles where some players were caught in a space where they were unable to claim bundles that you had purchased.

The problem occurred because each bundle was intended to be limited to one per character. Players who purchased multiple bundles for the same character were unable to claim the additional purchases. This could occur when a player bought one in-game, and another through Battle.net, or just multiple through Battle.net.

To fix this, we will be issuing full refunds for all affected players. If you purchased a bundle and cannot claim it, your additional purchases will be refunded automatically. No action is required on your part.

Please note: due to the way our refund system works, you may see a temporary adjustment to your orb balance. Don’t worry, your orbs will be restored as soon as possible.

We sincerely apologize for any confusion this caused and appreciate your understanding as we worked to resolve the issue. Moving forward, we’ll work to ensure clearer messaging around purchase limits to help prevent situations like this.

I don’t have a ETA on when this will happen just yet, but we hope to do it ASAP.

Thank you for your continued passion and commitment, and we’ll see you in Hell!

4 Likes
3

Just to clarify the situation — the refund does not apply to people who decided to claim the mentioned items on an alt character, right

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I purchased these 3 items in game and collected them, then that night I purchased them on battle net store not realizing they are the same bundle. Those I obviously can not claim now. I submitted a ticket for a refund and was told to claim them on an alt and then they closed the ticket. I re-opened the ticket to further explain and hopefully get a refund and was told the same by 2 other support techs. I spent a stupid amount of money on this game and I think because of this I am done spending at all on it.

1 Like
5

I had recently purchased 2 15000 orb packs for my characters. I was able to claim the first for my Druid, but never received the second for my tempest.

6

On Monday, I reported the issue to support. GM wrote that they couldn’t do anything about it. They cannot refund the money or transfer the unclaimed items from the second character to the first. They wrote that I could only collect the purchased items on the second character, so in the end, with no other options available, I did so on Tuesday. The question is, given this information, will I now get a refund even though I have already collected the items on the second character?

7

Pretty sure that’s why they waited almost a week to pass before they announced this. Less then 24 hrs ago multiple game masters just said they couldn’t do anything about it.

8

Yeah Game masters said couldn’t do anything for me and said my issue for buying twice. Definitely left a sour taste. Done spending.

9

I have the same issue, i have ask my Paypal refund for my addicted purchase, but i opened a reclaim about this 2 days ago, so when you tell “no action is required on your part”, i delete my refund at Paypal with the insurance that i can have a refund about my purchase. Now Paypal tell me that the situation are closed and i can’t re-opened. Your refund are very different about my payement. I pay for 2.9k orbs, 30 crest, and others rewards. Your refund is 1.9k orbs and 3 crest!!! Really? It’s unreal!!! ihave already opened a lot of ticket and i want to have an adjustment for my position. Ty

10

last night after claiming the apologies email reimbursement it put me at negative orb balance. its been a whole day and i had to restore my own orb balance because i couldnt do anything in game. when will i get my 1900 orbs back that i had to pay to restore?