Electronic Arts, Inc.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2016/02/26) */
Hello
We have reached out to this player to offer our assistance with their issue, but have not been able to obtain enough information to investigate the loss of progress they reported or properly assist them with it.
Should the customer...

provide us with the information that we need, we would be happy to investigate their issue further and assist them with this.
Regards
[redacted]

Initial Business Response /* (1000, 8, 2015/10/27) */
Hello,
Thank you for passing [redacted] concerns of this customer along to us.
We have reached out directly to them via our internal support process to address their concerns with them, and work towards a resolution of this...

case.
Regards
[redacted]
EA Customer Experience

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/09/03) */
Dear [redacted], Revdex.com,
Thank you for bringing this matter to our attention.
I have reached out to you via the email address provided on this Revdex.com. If you could read this at your next convenience that would be greatly appreciated.
I look...

forward to hearing from you.
Regards,
[redacted]
EA Customer Experience

Initial Business Response /* (1000, 5, 2015/12/31) */
Hello
Thank you for sending this issue to us. We have reached out to the customer to assist with this via our internal support systems, and the issue should now be resolved.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/04) */
(The...

consumer indicated he/she ACCEPTED the response from the business.)
The company reached out to me immediately. They will issue a refund in 1-3 weeks. If I do not get the refund, I will resubmit my complaint. Thank You very much.

(The consumer indicated he/she DID NOT accept the response from the business.)I tried the advised troubleshooting that EA provided. It did not work. EA ignored the majority of concerns that I provided and did not support their product. The customer service agent is not being honest when stating she is awaiting a reply. The reply is addressed below:[redacted]:I have tried what [redacted] suggested. It did not work. Please address the concerns outlined in the Revdex.com complaint before continuing. [redacted]> Date: Wed, 6 Apr 2016 09:38:36 +0000> From: [redacted][email protected]> To: [redacted]> Subject: RE: FW: Regarding your Madden 16 Concerns ref:_00DE0IO80._500E0V4PWO:ref > > Hi [redacted],> > [redacted] here, I hope this email finds you well.> > I was wondering if you had a chance to review my colleagues [redacted]'s email sent to you on March 29th?> > As mentioned in her email, try forcing a new save file into the system, and then try to reload your old save. In order for the game for force a new save onto the system, go into the Connected Franchise>League>Setting>Change some of the options in either League Setting or Sliders>Then go to Save>Make a new save file. Once this is done go back, and try to load the new save file you made. > > You should be able to go back then again to reload your old save file, to see if this alleviates the corruption. If not, we would suggest starting a new Franchise mode on your account and, to prevent the file corrupting in future, you should create multiple save files to assure that you can reload an old save in case the issue crops up again. > > Warm regards,> > [redacted]> EA Customer Relations World Wide Customer Experience

To whom it may concern,Many thanks for sending this players concerns to us.
The maximum number of club creations is 5, once you hit this; we cannot reset this limit.
Thanks, 
[redacted]
 
[redacted] – Executive & Customer Relations

Initial Business Response /* (1000, 5, 2015/10/30) */
To whom it may concern,
I have reached out to this customer and will be communicating with him directly to discus the concerns raised.
[redacted]
Electronic Arts Customer Experience
Initial Consumer Rebuttal /* (3000, 7, 2015/11/15)...

*/
(The consumer indicated he/she DID NOT accept the response from the business.)
As of 11/15/2015, it has been 12 days since my last contact with the company, they last gave me a call on 11/3/2015 to say they were still working on it.
My problem, however, is still not fixed.
Final Business Response /* (4000, 9, 2015/11/19) */
TO Whom it may concern,
We have been in contact with this customer and he was emailed on the 10th, 16th and 17th. We are very apologetic that this issue has not been resolved as of yet. This is an isolated issue affecting this customer only and is being worked on by specialist teams in the background.
I have advised the customer that once I hear back from these teams that I will let him know.
[redacted]
Electronic Arts Customer Experience
Final Consumer Response /* (2000, 11, 2015/11/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response, and will seek no further action at this time, as my resolution was reached.

We have spoken to the player regarding the issues he's been having with Pogo, and contacting support. We are happy to consider this matter resolved, and I've let the player know how to contact us in future.
Please note that the website the player has referred to in their complaint is not affiliated...

in any way with EA. The only way to contact Pogo/ EA Support is through our official websites, at www.pogo.com or http://help.ea.com. EA agents will never, ever ask for your password.

Initial Business Response /* (1000, 5, 2015/07/27) */
We will contact the customer at the number provided and address their concerns directly.
- EA Worldwide Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response...

from the business.)
I have received a prompt response from EA - which I respect and appreciate immensely, however, until this matter is fully resolved, I would prefer this remain open. I realize and understand this issue will require time to remedy and I will be patient while these matters are investigated by EA.
I will continue to welcome any communication from EA and will fully cooperate and assist in any manner possible.
A new concern of mine is one which I expressed to the EA representative and that is how I am now unable to file a report and attach screen shots of the ongoing stalking & harassment. This started late last week. When I attempt to file a report and attach screen shots, I get an error message. As of one hour ago, I was still being table stalked & harassed by Whoamiiii.
Again, I appreciate the hasty response from EA and look forward to a resolution pleasing to all.
Thanks kindly.

Complaint: [redacted]I am rejecting this response because: this is the same response I've been getting for over 5 monthsSincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: you ban me for nothing, I have contacted [redacted] and they just say im banned but ive done nothing check my other complaintsSincerely,[redacted]

To whom it may concern,Many thanks for sending this players concerns to us.From the player’s report, it appears the player is describing a series of Coin Distribution trades and while we are not in a position to comment on account actions; these sorts of trades are strictly against our games Terms...

of Service. Given the sensitive nature of this issue and as Customer Support are not in a position to assist, we have a dedicated team who are tasked to address such matters. Should you believe this account action to be incorrectly applied or have some additional information regarding this matter, please email the following address:[email protected] information regarding this process can be found by following the link below:https://help.ea.com/en-sg/help/account/information-about-banned-or-suspend...⇄ you for your time and understanding in this matter.Warm regards, [redacted] – Executive & Customer Relations

Revdex.com:I have reviewed the response made by the business in reference to complaint ID 12246518, and find that this resolution is satisfactory to me.  The one caveat here is that the solution was to put a note in my account to issue me a credit once my game releases. I am assuming there will be no problem with obtaining that credit but won't know until October or November for sure.Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: They have stated that it could take up to 72 hours to review. It would be nice to give me some form of update not only 1 response or let me know how they are in the review process.Sincerely,[redacted]

Given the sensitive nature of this issue, we have a dedicated team who is tasked to address such matters. Should you have some additional information regarding this matter, please email "[email protected]". Additional information regarding this process can be found by following the link...

below.https://help.ea.com/en-sg/help/account/information-about-banned-or-suspend...⇄ you for your time and understanding in this matter.

Per the conversation we had with the player on 4/24 their account was not hacked but was unlinked. They were provided with steps and exception to help resolve the issue. We have not received any further reply or request for support from this player. If they require assistance they are welcome to...

contact our support at [redacted]
EA Help

Player exploited a glitch that was in the game. Per our terms of service:
"You may violate the Terms of Service if, as determined by EA in its sole discretion, you: - Abuse or exploit bugs, undocumented features, design errors or problems in the game."
As the player had violated the terms of service their account was placed on a temporary ban. That ban was lifted by the studio at a later time as a one time exception for all the players who exploited this glitch. However as part of the overturn of the ban, the items used will not be granted back to the player. The player is currently capable of playing the game while using their account but we will not be able to grant back the items the player used during the exploit. 
Electronic Arts Worldwide Customer Experience

Complaint: [redacted]I am rejecting this response because:
 
As I said earlier, I have screenshots of mails correspondence between me, my cousin and employees of the [redacted]. I never delete mails from my mailbox. I present my reasoning:
 
1. I got a warning on 15 January 2015 year. But the warning was baseless because it was imposed on account [redacted], and my name is [redacted]. (Attachment called "[redacted]"). So, it was imposed wrong and should be deleted. I wrote the email that my account is called [redacted], but have not received a response, which only confirms the employee's fault, lack of professionalism and in the eyes of law of this warning should not have happened. So the next offence, which happened should be taken as a warning not a ban. And even so, there should not be so drastical.
 
2. A few days later, I gave the care of my account to my cousin. I did this for few reasons. I'm a student and I had the examination session. I had another month remaining subscription, so I wanted to improve my characters. I paid, so I had the right to do.
 
3. Attachments called "Conv ..." are proof that I did not take part in the sale of credits. Conversations are in my native language Polish, but  I believe that you Sir have certainly translators. I sent only a part of the conversation, I could send all if you want.
 
4. When I received a message that my account has been suspended for 7 days I was very angry at my cousin. Less than a month later I got an email that my account has been banned. My cousin swears that he did not sell the credits after 26 January. He admitted, however, that talked about it with some player in February, but did not sell anything to anyone. It was talking and nothing else, so this account shoudnt be punished so hard.
 
5. I understand that players are responsible for their actions. I know I made a mistake of giving for a while my account to cousin. But I am really determined to reclaim the account. I put in account all my energy and I would never have broken the rules. I’ve been working 2 years to create my all characters. I recruited a lot of people who bought a subscription. I spent a lot of money to buy Cartel Coins. Surely you are aware of this. I'm not stupid to sell the credits. Over the years many times I called to Customer Service. I wrote a lot of emails. I can not leave empty-handed, because I care about my account.
 I apologize for the behavior of my cousin, it was a mistake and it will not happen again. Over the years many times I called custmer service. I wrote a lot of emails. I can not leave empty-handed, because I care about my account.
Sincerely,[redacted]