Electronic Arts, Inc.

The representative she has been working with was out of the office when the player reported technical issues and was unable to respond to her requests immediately

Complaint: ***I am rejecting this response because:EA have given a blanket statement to all of those affected by thisThey have no means of refunding or even apologizingI was told to go to their forum to read a post that admits they know they messed up, and to read about more information for their upcoming game, Fifa They are actually using this as a way to promote their new gameAbsolutely disgusting customer service.Sincerely,*** ***

We have discussed the matter with the player and the issue has been addressed If the player has any further issues in the future, they will be able to open a case with customer support at help.ea.com and we will help assist
Electronic ArtsWorldwide Customer Experience

Complaint: ***I am rejecting this response because: You're confusing me with someone elseThis is the first Revdex.com complaint I've filed against youYour customer service is terrible.Sincerely,*** ***

The action to the account was done correctly and the customer was in violation of the Terms of ServiceOur Customer Support has neither the proper legal expertise nor authority; we are unable to provide any further assistance on this matter as the customer has informed us that his lawyer has been contactedIssues of this nature must be sent to and reviewed by our legal department, and further communications of a legal matter should be handled directly by their legal counsel
Electronic Arts
Worldwide Customer Experience

At this time the ban on the player's account has been lifted, and he will be able to access his game once again

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI was contacted by EA the representative said that "if" I am willing to work with him he will try to find a solutionI replied stating the issue and, said that I am willing to listen and, work with himI will report back to you as soon as I find out what EA is willing to doThank you very much for all your help with this I really appreciate it
Sincerely,
*** ***

To whom it concerns,
Thank you again for notifying us of this players concerns
This matter has been reviewed by our Terms of Service team, the FIFA Studio and myself personally at this point
As per our previous response, the only means for the customer to gain further information or attempt to appeal this sanction further is to contact our Terms of Service team directly through the steps outlined in the following article: ***
We are unable to discuss matters containing sensitive customer information on a public forum and the customer must contact us directly
As such, we must consider this matter resolved from our side at this point
Should the customer contact us through the means outlined in this and previous messages, we would be happy to update and outline the customer as per the details of this sanction directly
Sincerely,
EA Help

Initial Business Response /* (1000, 5, 2015/10/08) */
Dear ***, Revdex.com,
Thank you for bringing this issue to our attention
I have reached out directly to *** via the email address provided on this Revdex.com, I would invite you to read through this at your next convenience
Kind
regards,
***
EA Customer Experience
Initial Consumer Rebuttal /* (3000, 7, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response because I was not provided with adequate service*** did not help meHe said that there would be no way of getting my collectible back because the case is not worthy of investigationI had emailed him back shortly after he contacted me, but received no response backIt is not fair nor acceptable that EA won't give me the collectible even though I didn't get it due to the fact there was an in game problem
Final Business Response /* (4000, 9, 2015/10/13) */
Dear Revdex.com,
After further investigation into ***'s issue and case history we have concluded that we aren't in a position to assist any further on this occasion
Due to this and as communicated to *** we now consider this matter closed
Regards,
***
EA Customer Experience
Final Consumer Response /* (4200, 11, 2015/10/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
EA didn't resolve an issue that needs to be fixedThere was a system error and they need to compensate me for what I had lost

We have resolved the matter with the customerThe issue has been addressed and we ensured they are able to get in contact with us in the future with any further concerns. Electronic Arts Worldwide Customer Experience

Complaint: ***I am rejecting this response because:you have got me on charges I should not have to waste my time trying to contact a number of different people and have to wait ages in order to play the game I paid good money forNot only have you banned my account from playing but you have also banned my device from playing meaning I can't play ultimate on any account on my Xbox, I have not sold coins like you think I have.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/11/17) */
To whom it may concern,
Many thanks for sending this customers concerns over to us
I have reached out to this customer and have resolved all of his concerns
***
Electronic Arts Customer Experience
Initial Consumer Rebuttal
/* (2000, 7, 2015/11/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm very pleased with the outcome of my situation, the EA representative who helped me on the case was very helpful, it was the kind of support I was expecting to get in the first place
As soon as they realized it was a bad call by them, I was very well instructed on how and what to do to solve the situation, both by email and directly on the phone
Access to my accounts and games both on PC and Xbox One has been restored, with everything working as it should now
My only complain about the whole situation now was on how the case was taken care of in the beginning, the only proper contact I received was after resorting to the bureau, after that, it was a whole different scenario and the representative assigned to my case did a very good job

Initial Business Response /* (1000, 5, 2015/12/07) */
To whom it may concern,
I have reached out to this customer and will be communicating with him directly to discuss the concerns raised
***
Electronic Arts Customer Relations

Initial Business Response /* (1000, 5, 2015/10/28) */
Hi there,
Thank you for sending this onto usI have reached out to *** to discuss this issue with him directly, and we will work with him internally to resolve this
Best regards,
*** S
EA Customer Support
Initial Consumer
Rebuttal /* (2000, 7, 2015/10/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
*** has been in contact on two occasions now and has agreed to research the reasons our payment was not processed in a timely fashion between Aug and Sept when the payment was finally drafted, and is looking into the reasons our payment was not drafted when it was scheduled to automatically renew, and finally we were considered to be no longer subscribing without notification that our subscriptions would lapse
She has also agreed to provide the benefits we missed out on as the result of this issue, minus inclusion in the early access program, which is now closed
We tentatively accept this offer, but I would like to point out that it should never have been necessary to take the drastic step of contacting the Revdex.com to resolve what should have been handled internally as a simple payment plan error, and could have been correctly immediately without time lost for a loyal customer
The CSR staff subscribers are permitted to speak with have no ability to authorize benefits, no ability to correct errors, and no ability to actually manage client accounts or refer business to someone who canThey only serve as a buffer for "departments upstairs." This represents a considerable level of frustration for the consumer

Initial Business Response /* (1000, 5, 2015/09/25) */
Hello,
Thank you for contacting us about this matter
We will reach out to the customer directly to work towards resolving this matter
Kind regards,
***
EA Worldwide Customer Experience

I have investigated the players dispute of the ban on their accountThe player has in fact violated our Terms of ServiceI have also verified that our Terms of Service team has provided what the violation was to the playerWe are considering this matter closed and will not revisit the
issue
Electronic Arts Worldwide Customer Experience

To whom it concerns,
Thank you for bringing this matter to our attention
We have been in direct communication with *** and have discussed the details concerning his pack content at length
We have provided the particulars of the content of each pack with him and we have confirmed that
*** has received the correct content as per the description of these packs
As this information is specific to ***, we cannot divulge further detail on a public forum, but *** has been informed of these details and we now consider this matter resolved
We have invited *** to contact us again should he have any further questions through our help website at ***
Thank you for your time,
EA Help

Initial Business Response /* (1000, 7, 2016/03/31) */
To whom it may concern,
We have been in contact directly with this customer and at this stage consider this matter closed
Kind regards
***
EA Customer Relations
Initial Consumer Rebuttal /* (2000, 9, 2016/04/02) */
(The
consumer indicated he/she ACCEPTED the response from the business.)
I am convinced that EA is greedy and not customer friendlyI dont believe my case would have ever gotten any attention at all if I had not contacted the Revdex.comThey are'nt going to do anything at all to the person who threatened me, but they reminded me that they are not Revdex.com affiliated so they dont have to do anything

Complaint: ***I am rejecting this response because: I can prove that I was on workOn my work permit and on my payroll, Has my work days and the hours writed inAnd I repeat I cant have acess on pc or either internet on my workI want a solution, I don't care about the coins, I want the teamThey can take off the coins if they wantI want the accountI would be happy with only thisThey can do it, and if they wont, I will register another complaint about their constumer service.Sincerely,*** ***

Complaint: ***I am rejecting this response because: Still rejecting because they can reverse the situation and I can prove that I was on workI want a solution that I can still use my account without the coins, I wanna stay as costumerThis is not helpingCan you please try to talk about that solution? I'm tired of this already, they can still change the situation for the both sidesI love this game, and spend so many hours on it, and the money I spend tooWhat I had to do to have my account back? Anything that I would doThis can still be resolved, I know that
Sincerely,*** ***