Electronic Arts, Inc.

This customer's case is currently being investigated by our Terms of Service team and the FIFA Studio, and regrettably Customer Support does not have an estimated time for when the investigation will be completed. 
Once we have determined what has transpired with this players case, we will be...

in contact to let them know the outcome of the investigation. 
If this customer wishes to appeal the action that has been taken on their account, they will need to contact our Terms of Service team, and the customer has been advised of the correct email address for this purpose. 
Regards,
EA Customer Support

We have resolved the communication issue and notified the customer
- EA Worldwide Customer Support

Complaint: [redacted]I am rejecting this response because: They still have not unbanned my account and not given me a reason to why it was banned. Also the email team does not respond to me so I do not consider this matter closedSincerely,[redacted]

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]

Hi all, Thanks for following-up with me. Regrettably, for account security reasons; I cannot disclose any further information relating to this players account. As mentioned, our Terms of Service Team are dedicated to handling requests such as these, and they will be able to provide more information to the player. The Terms of Service Team can be contacted on the following address:[email protected] regards, [redacted] – Executive & Customer Relations

EA Help and the Terms of Service team are currently in contact with the player regarding this matter. 
For any further information, we ask the player to continue his conversation with our staff to reach an appropriate resolution.

Revdex.com:
they called me personally and told me the problem was fixed, however it still has not been fixed.  At this point I give up!I have reviewed the response made by the business in reference.Sincerely, [redacted]

We do not show any signs of the account being compromise during the time of the ToS violation. Even if the account was compromised our terms of service states:
"You are solely responsible for all activity on your Account.  Your Account may be terminated if someone else uses it to engage in activity that violates the Terms of Service or is otherwise improper or illegal.  You should not reveal your Account password to others."
Unfortunately the ban on the account will be upheld and we will not be able to assist any further with this matter.
Electronic Arts Worldwide Customer Experience

Complaint: 11802279I am rejecting this response because:
Account is still banned, and their respond was like:We will not unban your account and we cant tell you why.I waited 14 days for their respond, with yours (Revdex.com) help they respond in 1 day but they just do nothing about my case.
Its just crazy how they can stole from me 1500$
email:
"Hello [redacted],I have fully reviewed your account and I can see that you have been in contact with us regarding this matter previously. In these instances, you have been provided information regarding the ban on your account. Unfortunately, in this case we will not be removing the ban from your account.I am unable to discuss the reasons of your ban as this can only be discussed with our Terms of Service team"Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: they refuse to take responsibility and no matter what they are in the wrong as their secure system failed. As the person who made the false claims was able to verify they were the account owner when they were not. I am getting no where and they will not provide me with any update regardless. This is now getting on for 4 business days when they said they will have a resolution with 72 hours, I was told it would be sunday, I was then informed they do not work weekends. If they do not remove the ban on the account I will be taking this to a high level, and they can drag it out as long as they like I was have a lot of funding.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
The gentlemen that...

called only once on Thursday September 22, 2016 and I was out due to family issue.  I responded to e-mail the next day and called the number listed and no response.  I was able to solve the problem on Monday September 19, 2016 but was not allowed entry again on Wednesday 21 , 2016.  My yearly subscription was taken out of $42.39 and I cannot use their service.  I have so many e-mails from EA in regards to this matter and copies of chat that they cannot say that I did not call.
There were three more chat sessions to add above and six cases that were closed that I received any assistance.  As you can see that I have been going back and forth for over one week.  One phone call is all you get and you have to wait for it and not sure what country it is from so there is a time difference and if you call the number listed the person does not answer or no voicemail.
I have no POGO and my password cannot be reset.  The e-mail situation needs to be looked at by their end.  I cannot reset my password and there was only one agent that could send me a link to correct this and when I was not allowed entry again I got to go through this again.  I send the chat session to other agents to send the link and they ignore it.
I will no close this case and want further action to be taken.
 
 
 
Sincerely,[redacted]

We have reached out to the player and the issue has been addressed.  We can confirm the customer is able to get in contact with our Customer Support should they have any future issues.
Electronic Arts
Worldwide Customer Experience

Initial Business Response /* (1000, 5, 2016/01/25) */
To whom it may concern,
We have been in contact with our customer via our internal tools. She has confirmed at this time that the issue is resolved and she has access to expansion for the Sims 3.
We now consider this matter resolved....


Many thanks
EA Customer Relations

Initial Business Response /* (1000, 5, 2015/09/21) */
To whom it may concern,
Many thanks for sending this customers concerns over to us.
I have reached out to this customer and will be communicating with him directly to discuss the concerns raised.
[redacted]
Electronic Arts Customer...

Experience

Initial Business Response /* (1000, 5, 2015/11/24) */
Hello,
Thank you for passing [redacted] concerns of this customer along to us.
We will reach 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
Initial Consumer Rebuttal /* (3000, 7, 2015/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Club Pogo is still allowing the same disruption to continue, I would like a refund on the times that I was unable to access and use the functions of Club Pogo that I pay for.
Final Consumer Response /* (2000, 10, 2015/12/10) */
The problem has been resolved, you can now close the case and thank you Club Pogo.

Hello, 
 
We've reached out to the customer to discuss their account issues, and will continue working with them on this directly. Thank you!
 
- EA Help