Electronic Arts, Inc.

Complaint: ***I am rejecting this response because: What are you talking about? I haven't contacted EA before.Sincerely,*** ***

Upon review of our records, we were able to verify the player violated the Terms of Service he agreed toIn addition to this, the player contacted our Terms of Service team and admitted to buying coins twice, as well as trading coinsDue to the evidence we have found, and the player's own
admission to these violations, we will not be lifting the ban on this player's Fifa online accessWe encourage the player to review the Fifa ban process to ensure he doesn't violate the Terms of Service in future Fifa titles
Fifa Ban Process: ***

To whom it may concern,
Thank you for bringing this issue to our attentionWe will reach out to the consumer in regards to this matter and provide assistance where necessary

Complaint: ***I am rejecting this response because: I wasn't at fault for violating the terms of serviceSomeone else either logged onto my account physically or over the Internet and broke the terms of seviceI will repeat what I said before and that is that it doesn't make any sense on why I would put my account in danger of a ban if I put this much time into the gameAny person with logical thinking can see thatI simply want my account back so I can continue my progress onto FIFA 17. Sincerely,*** ***

We have reached out to the player to resolve the issue
- EA Help

Initial Business Response /* (1000, 5, 2015/10/12) */
Hello,
Thank you for contacting us!
I have reached out to the player personally to address these concerns, and hopefully we can resolve this for himI have referenced his ticket number below
Kind regards,
***
EA Customer
Support
Initial Consumer Rebuttal /* (2000, 7, 2015/10/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They have agreed to refund the order

Initial Business Response /* (1000, 5, 2015/09/23) */
Hello,
Thank you for passing *** concerns of this customer 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
***
EA Customer Experience
Initial Consumer Rebuttal /* (3000, 7, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Case has not yet been resolved, no resolution proposed or met
Final Business Response /* (4000, 9, 2015/10/01) */
Hello,
We have been working directly with this customer since we received your initial notification from them
We have now addressed their concerns with them, and believe that nothing further is required in this case
Regards
***
EA Customer Experience

Complaint: ***I am rejecting this response because:
They are not willing to compensate me for the loss time that I had for at least week when this issue startedi missed the biggest *** ** ingame promo which I intend to enjoy during that period because of this "positive" banning on my accounti simply requested for ingame items related to the promo that they made me missed and EA have rejected that requesti am not happy with this.Sincerely,*** ***

We will contact this player and address this dispute
- EA help

Initial Business Response /* (1000, 5, 2015/08/20) */
To whom it concerns,
We have reached out to *** using our internal customer support toolsWe hope to open a dialogue until we have addressed all outstanding concerns with her POGO membership
Thank you for bringing this to our
attention
Sincerely,
Electronic Arts Customer Experience
Initial Consumer Rebuttal /* (3000, 7, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am very disappointed with this company customer serviceI had a business relationship years ago before the computer I had at that time became inoperatableI recently purchased a new system which is different than the system I had beforeI could not run their programThe troubleshooting information they have on their site did not work for meThis company has my contact informationHowever, they have their company set up in such a way to limit their contact with the subscriberI was provided their rebuttal of making the refund from my bankThey are using the information from the subscription I had from a computer that is no longer working as a reason to not refund the moneyI have a new system in the last two monthsTheir records show that there was inactivity for as long as three yearsIn other words my subscription had not been renewed for over three years because I did not have a computerI have reached out to another entityI now have a negative opinion of this companyThey just want your money and could care less if you are having a problem with running their programGreed is the way of companies in today's world
Final Business Response /* (4000, 9, 2015/08/24) */
Dear ***,
Sorry for any confusion on this issue
I have been trying to contact you through the email address provided to facilitate your refund request in any way I canUnfortunately I do not have a good contact number for youIf possible please reply to any of the emails I have sent you or you can contact me directly through ***@ea.com
I hope we get the opportunity to talk soon
Kind regards,
***
Electronic Arts Customer Relations
Final Consumer Response /* (2000, 18, 2015/08/26) */
I finally spoke with a representativeThey offer a resolution that I found acceptable and reasonable

We have reached out to the *** on the matter While we don't have an immediate fix, we are working to have it resolved as soon as possible and will inform *** once the team has it resolved We can confirm *** is able to get in touch with us should he have any other issues
to report
Electronic Arts
Worldwide Customer Experience

We've discussed this matter with the player, and addressed their questions and concernsIf they should encounter any issues in the future, they're always welcome to reach out to us at help.ea.com and we'll be happy to assist,
Thank you!
Electronic ArtsEA Help

Complaint:
***I am rejecting this response because: it was handled properly or in a timely manner, I wasn't given back exactly what I should have gotten back and I was contacted by multiple people who did not communicate between each other so nobody knew what was being doneExtremely disappointed in this matterSincerely,*** ***

You have permission to move/remove the compensation request

Initial Business Response /* (1000, 5, 2016/01/14) */
Hello,
Thank you for sending this to usThe issue this customer reported was resolved via a software update to the game that was released on Tuesday of this weekI have informed the customer of this via our own support system, and asked him
to contact me directly should the issue still persistPending any reports to the contrary, this issue should now be resolved

Thank you for sending this to us. We have reached out to the player to address this.We confirmed all characters and in-game assets are still available on the account.We informed the customer about the same and consider the matter now resolved. ***Customer Relations

Initial Business Response /* (1000, 5, 2015/09/08) */
Hello Revdex.com,
Thank you very much for passing ** our customers concerns to us
I will reach out to the customer via our internal system to assist them with any concerns they may have
Thank you
***,
EA Customer Service
Initial
Consumer Rebuttal /* (3000, 8, 2015/09/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The original response that I received from EA did not resolve my issueI spoke to a service rep about a few glitches that are still in the game that EA is aware of but have failed to resolveThese issues continue to give customers a negative gaming experienceEA continues to say that they are working diligently to resolve the issues but haven't been able to do soI am currently working with EA and have sent them videos of the issues during online gameplay to assist them in resolving the software issuesI am currently waiting for their response to the email that I sent themI have not agreed to their original compensation offer of 7,coins in online currency because I felt that it was not sufficient
Final Business Response /* (4000, 10, 2015/09/14) */
Hello Revdex.com,
Unfortunately the customer has decided to not pursue further assistance from us regarding the issue he is facing
We are happy to work with the customer on any issue he may be facing should he wish to continue getting support from us
At this point the customer has advised he is not interested in the compensation we have offered
We have advised the customer that should he change his mind, we will be ready to assist him further
Thank you
***,
EA Customer Service
Final Consumer Response /* (4200, 12, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately the Electronic Arts customer service team has failed to provide an acceptable resolutionI declined the compensation offer because I felt that it was unacceptable

Hello Revdex.com,Thank you for bringing this to our attention, We are currently working with the user on resolving her issueKind regards,***.EA Customer Relations

We have reached out to the customer and informed we are reviewing the account action to confirm if it was correct We will update the customer once we confirm the details
Electronic Arts
Worldwide Customer Experience

Initial Business Response /* (1000, 5, 2016/01/28) */
To whom it may concern,
Many thanks for sending this customer's concerns over
I have reached out to this customer and resolved the concerns raised
Thank you for your time,
***
EA Customer Relations World Wide Customer
Experience