Electronic Arts, Inc.

Initial Business Response /* (1000, 5, 2015/09/02) */
Hello Revdex.com,
Thank you very much for passing ** the customers concerns to us
It appears that the information the customer has provided (email) does not match any that we have on recordCan you ask the customer to update this complaint with
the email in which his game is registered so we can investigate this matter further?
Thank you
***,
EA Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this responseMy email address or my account information are completely irrelevant.The game has been falsely advertised on television and their website for monthsThis link https://www.easports.com/madden-nfl/features clearly shows that no where on this site does it mention that these features would only be available to the Xbox One or PSonly and not to last gen platformsHundreds of thousands if not millions of consumers have been duped by this advertisingThe slogan for this year's release of Madden is 'Be the Playmaker'This feature is not in my game, or any new features they mentioned on this siteI would like this website documented before they change it and claim it has been that way all alongThe smug way in which I was told by their 'manager' that I would just have to deal with getting robbed is unacceptableFurthermore, actions like this by companies that think they are above the law is disturbing
Final Business Response /* (4000, 25, 2015/10/15) */
Hello Revdex.com,
The customer has stopped responding to us regarding their concerns over the advertising of Madden I have asked our legal team to reach out to the customer directly in hopes of the customer engaging with them directly
Thank you
***,
EA Customer Service
Final Consumer Response /* (4200, 27, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have stopped responding because after a dozen communications not once has the accusation made against these criminals been addressedThere has been a constant deflection of the issue with absolutely no intention of admission of guiltMy account information has been provided repeatedly, even though it is completely irrelevant to the matter at handI have been stolen from and now I am being treated in a condescending mannerEvery response that doesn't admit that you are, in fact, selling two different video games but advertising only one of them, is a insultIt is clear that this avenue of retribution is a dead end, and I *** be pursing a legal course of action

Complaint: ***I am rejecting this response because:
My account was worth more than million coins after spending around euros, after investigating and agreeing that my account got hacked I got coins as replacement, every human with a little bit of intelligence can tell that this is just a joke.Sincerely,*** ***

Complaint: ***I am rejecting this response because:
It does not address the issueThey are redirecting me to a bot email address
Sincerely,*** ***

We are in contact with the customer and the issue is being investigatedWhile we don't have an immediate fix, we are working to have the matter addressed as soon as possibleWe are keeping the customer up to date through this process and confirmed they are able to get a hold of us with any
additional concerns
Electronic Arts
Worldwide Customer Experience

Initial Business Response /* (1000, 5, 2015/08/21) */
Hi there,
Thank you for sending this onto us
I've reached out to *** directly to address his concerns and his case with usWe will speak with him directly to see how we can best resolve this issue
Kind regards,
***
EA
Customer Support

Greetings,Many thanks for your report.I was very sorry to hear of this customer experience and do hope a resolution can soon be found.I have contacted this customer directly via email and have taken personal responsibility of this matter.Thank you for your time and understanding in this issue.Kind regards,***EA Customer Relations World Wide Customer Experience

To whom it concerns,Thank you for bringing this concern to our attention.Hopefully I can help clear up any confusion
The FUT Birthday packs description in-game is as follows:
"An Ultimate Pack with a chance to get a player from the FUT Birthday Squad! Includes Items, all players, all
Gold, all Rare."
I can confirm the player's receipt of this pack and it's contents and cannot verify any issue with what was received.As per the pack description, the pack is not guaranteed to contain a FUT Birthday player
We apologize for any disappointment or confusion caused by this matter
Thank you for your time,EA Help

Initial Business Response /* (1000, 5, 2015/12/15) */
Dear ***, Revdex.com,
Thank you for bringing this matter to our attention
I have reached out to *** directly in order to provide assistance with this issuePlease check your email at your next convenience for my correspondence
I
look forward to hearing from you
Regards,
***
EA Customer Experience
Initial Consumer Rebuttal /* (2000, 7, 2015/12/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
*** did reach out to me and was able to help me one-on-oneIt was very frustrating that it took EA nearly weeks to help me, but ultimately *** was able to fix it

Initial Business Response /* (1000, 6, 2016/01/11) */
Hello Revdex.com,
Thank you very much for reaching out to us with our customers concerns
I have now reached out to the customer regarding this matter and we now consider this matter closedI would like to point out that the customer has
created many Revdex.com complaint regarding this matter and has been advised the same each timeHere is a copy of the last Revdex.com raised:
https://goldengate.app.Revdex.com.org/complaint/view/XXXXXXXX/b/375af7cd
Thank you
EA Customer Relations

We contacted this user to help with the issues she was having with her Sims accountsWe're happy to report this has now been fully resolved

We have attempted to contact the player but did not receive a replyThe player is encouraged to contact our support via *** for further assistance. Electronic Arts Worldwide Customer Experience

Complaint: ***I am rejecting this response because:
My son is years old and he admits that he moved coins to another account also owned by himself on the same consoleHe was not aware that this was not allowed and he promised that it will not happen again
For sure he did not sell anu coins to other players
Let's be honest what player age reads the user agreements completely? Furthermore according artikel of the user agreements there should be a warning first and we did not receive the warning
I want to apologize for his behaviour and humbly request to consider your decision once again.Sincerely,*** ***

Complaint: ***I am rejecting this response because:
Since my previous response through the Revdex.com I have learned a number of things from my discourse with EAThat it is the opinion EA as I understand it; That while there may be no satisfying answer to this kind of problem, they expressed that this course of action was absolutely necessaryA response that I find raises a number of troubling questionsI was given number of suggestions to pursue at my preference
- That I Contact the vendor, and potentially request a refund
- That I uninstall the games and purchase them when they go on sale on origin (With a discount code of %revised to %on my next purchase) or at another retailer such as amazon (To which I would still need to
redeem from Origin)
- That I can redeem what seems to be a conditional "gift" of a copy of the simson origin should I reject the 50% discount
- That I forward the receipts/codes and that they might investigate further as of our most recent Email
(Questions and pertinent Information regarding this discourse)
As I had expressed there are a number troubling questionsPrime of which is the fact that EA has suggested that I repurchase the game at either Amazon or OriginAmazon as a authorize vendor is as of this moment offering customers the ability to buy the game new and used on their website from multiple users actively encouraging this type of problemAnd that origin gives users the ability to buy or gift games the behalf of someone-else
Information on public forum post between multiple websites and the request from ea for copies of receipts/codes/and if I am in position of a game disk suggest to me that they don't actually know who or where I purchased my games from and have no actually means of discerning if the vendors I have bought from are actually authorized or notAs there is public record of people stating this year that purchases made at amazon and brick and mortar stores have been also to some extent been affected by the TOS
In addition, I have In fact reached out to some of the multiple vendors that I have made these purchases from and they seem to be quite surprised to have been classified as "unauthorized vendors" and are interested in this exchange
I have yet to receive the reason why this was done now and not at time of purchase, or why no attempt to notify me or many others was made
Suffice it to say, It is my opinion that EA is ultimately responsible for the distribution of its products and any fault or oversight is not incumbent on the end user to remedy (especially two years after registration)
In terms of solution, given the fact that I have purchased Every expansion pack for the game TS3, and provided loyal patronage up until this point in time, and that on the part of ea it would cost nothing
To Reissue codes to me for sims and all expansion packs for the version compatible with the digital distribution platform steam that has since had (as far as I am aware) the origin based DRM (Digital Right management) removed/replaced for anti-competitive reasonsSo that I may have the piece of mind of knowing that I need not worry about any mistakes, errors, changes, or technical limitations, on the part of the TOSAnd thereafter disable the version on their Origin platform once I have registered the steam version
I know for certain that this can be done and that on the part of ea pursuing this solution comes down to who has the authority to initiate itAt this point it should be incumbent on that individual to respond on this course of action should they choose to accept or reject it and why given the body of information I have provided
Furthermore I am Currently waiting to hear back from my vendors as to what course of action they may choose and will be waiting for their response
At this point it is a matter of principle
Sincerely,* *

Initial Business Response /* (1000, 5, 2015/12/03) */
To whom it may concern,
I have reached out to this customer and explained the reason for the banAs the restrictions were added correctly, we will not be in a position to assist any further
Kind regards,
***
EA Customer Relations
World Wide Customer Experience

To whom it concerns,
Thank you for bringing this matter to our attention
If a player wishes to dispute a sanction that has been applied to their account, they must contact our Terms of Service team directly
Details on how to do this were provided in the email communication that was sent
to the player
The player must state their dispute along with the details of the account to *** or follow the steps outlined at the following link: ***
Thank you,
EA Help

It's fine I got it all sorted now thanks and sorry for the inconvenience

Initial Business Response /* (1000, 5, 2015/12/22) */
Hello Revdex.com,
Thank you very much for passing ** our customers concerns to us
I am delighted to advise that I have contacted the customer and assisted them with their concerns
We now consider this matter closed
Thank you
EA
Customer Relations

To whom it concerns,
Specifics relating to an account cannot be disclosed on a public forum and can only be disclosed directly with the verified account owner
Also, the Terms of Service team are the only means by which a player can discuss or dispute an account sanction
As advised in our previous response, if the player wishes to dispute this claim, then he should contact the Terms of Service team through the means outlined at the link provided
We are unable to assist further with this dispute through these channels and must consider this matter resolved at this point
EA Help

Dear ***, Revdex.com,Thank you for bringing this matter to our attentionI have reached out to *** regarding this matter and we're currently investigating the issues reported.Regards,***EA Customer Relations

The player is encouraged to contact our support using the help site at *** Our phone agents are available from AM - PM Central time Monday - Saturday and AM to 11:PM on SaturdaysWe would also like to inform the player that racist and abusive language that they provided to us after their case was closed is against our terms of serviceWe understand this player would like to speak to an american agent as they state it is their right as an americanOur support staff no mater what race or location is more than capable of helping with a password reset issue.
If the player does not want to speak to our support staff they may request a password reset at the link below:
***
Electronic Arts Worldwide Customer Experience