Electronic Arts, Inc.

This query is in regards to an action taken by the Terms of Service team, regarding a violation of our Terms of Service agreementIf the customer wishes to dispute the action taken on their account, they can contact our Terms of Service department directly with any information relevant to dispute
the action by following the steps outlined here: ***

Initial Business Response /* (1000, 5, 2016/01/01) */
Hello
Thank you for sending this issue to usWe have attempted to contact this customer through our support system using the contact details provided here (phone and email), but have not been able to do so
We would be happy to assist
them with their issue, but until we are able to discuss this with them, we are unable to proceed
Thank you

To whom it concerns,
Thank you again for getting in touch with us
As previously advised, customer service cannot assist further with this dispute and the customer must contact the Terms of Service team directly for further assistance
Details on how to achieve this can be found here: ***
No further action is possible from a customer service perspective and we must consider this matter as closed
Should the customer wish to dispute this action further, then please follow the steps provided in the link above
Sincerely,
EA Help

I contacted this player last week to investigate the issues she was having with the Sims After receiving files requested about her system information, we found that the computer she was using did not meet the minimum system requirements for Sims Therefore, we have issued a refund for the product
We now consider this matter resolved

Dear ***,My name is *** and I'm contacting you from the EA Customer Relations teamI'm reaching out concerning a Revdex.com Complaint that was raised regarding FIFA and the recent Chemistry inconsistencies.Firstly I wanted to apologize for this issue, I can see from your account that you're a big fan of FIFA so I totally understand where you're coming from with your concernsAs you're likely well aware an update has been released across all platforms which addresses these inconsistencies and this matter is now fully resolvedAs such we unfortunately aren't offering any compensation for this issue.However with that being said I can see that you mentioned you were promised compensation from one of our Advisors and you mentioned chat logs were changed to hide thisI have looked into this for you and I can see a chat between yourself and *** *** on the 1st of July promising you Coins once this issue was resolvedPlease don't worry we still have a record of this and no details have been changedFrom our records these Coins (65,000) was already provided to you back on the 21st JulyCan you please confirm that you received these when you spoke to *** on the phone that day? Please note these Coins were provided as they were promised to you in error and we want to ensure that we stick to our word.Also, should you wish to pursue the refund route you would need to contact Microsoft directly as all purchases made through the Xbox Marketplace are handled entirely by MicrosoftHowever please note that as these FIFA Points have already been spent it's unlikely they will be able to provide a refund.Overall I'm very sorry for any frustration caused by this issue and if you have any additional questions relating to this please don't hesitate to reply and let me know.Regards,***EA Customer Relations***

This query is in regards to an action taken by the Terms of Service team, regarding a violation of our Terms of Service agreementDecisions made by the Terms of Service team are not taken lightly, and any violation of service is considered a serious offenseIf the customer wishes to dispute the action taken on their account, they should contact our Terms of Service department directly with any information relevant to dispute the action by following the steps outlined here: https://help.ea.com/en-us/help/account/information-about-banned-or-suspended-acc...⇄ is the only means to have this particular matter resolvedThank you for your time and understanding in this matter

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and after additional communication with the nisiness, my complaints have been
addressed satisfactorily
Thank you for providing this service and liaising between customers and busineses when they are unable to resolve disputes on their own
Sincerely, *** ***

Complaint: ***I am
rejecting this response because: As I told *** from EA Inc, they could accept my original offer to resolve our dispute which also includes not fixing problems with games that I have attempted at least times to get fixed over the course of a year, and today the issues with Monopoly are still not resolvedThe favorite game I played on EA's Club POGO was Backgammon, and then about years ago they made almost impossible for anyone to play, it was very popular and no longer is, because the game will not load properly and no fix has been attemptedThere is no way of telling one a customer is offered a month of free service upon renewal for year if that extra month was ever appliedUpon calling EA's corporate phone # and talking to a customer service representative trying to resolve my issues with them, the very next day I attempted to call the same exact phone # and EA cut off that phone for customers wanting to talk to a repThe only reason you cut the cord so-to-speak is because you don't care about resolving customer issuesI'm a long time paying customer and feel the only acceptable resolution is for EA to give me year free service for games not working and no attempt on their part to correct the issue/s, no customer support and not being able to verify if all the free extra month additional service was ever applied.Sincerely,*** * *** **

We've reached out to the player to apologize for the support experience she received, and granted her some Sim Points due to the inconvenience and frustration this issue causedThank you for bringing this matter to our attention!

Initial Business Response /* (1000, 5, 2015/08/24) */
To whom it concerns,
We have reached out to *** using our internal customer support tools to help in resolving his unwanted purchase issue
Thank you for bringing this to our attention
Sincerely,
***
Electronic Arts
Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2015/08/24) */

Initial Business Response /* (1000, 5, 2015/12/01) */
Hi Revdex.com,
Thank you for passing *** over to us, I will reach out to the customer and assist
Kind Regards,
*** W
EA Customer Relations

Initial Business Response /* (1000, 5, 2015/06/15) */
We've reached out to this player to provide him with the EA Warranty information, as we are unable to refund purchases made at a third party retailerThe warranty process will allow him to send in his open copy of the game, in exchange for a
new unopened copy, which he can then return to the retailer for a refundAt this time, we have not received a reply from the player with any questions or concerns regarding the information provided
Sincerely,
EA World Wide Customer Experience

We have contacted the customer and we will address their concerns directly
- EA Worldwide Customer Experience

To whom it concerns,
Thank you for your reply
Having reviewed the account linked with the email address stated in this contact, I cannot confirm that the process I advised of in my previous contact has been followed
As per my previous contact, the Terms of Service team are the only means to dispute an account sanction
They should be contacted through *** or through the steps located at ***
If a dispute is raised and the violation is confirmed, the action taken against the account would not be overturned
Please contact the Terms of Service team as advised above as this is the only means to resolve this matter
Sincerely,
EA Help

RevDex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
*** * from EA was amazingVery helpful and I'm thankful for people like her in the worldThanks again

Initial Business Response /* (1000, 5, 2016/01/06) */
Greetings,
Thank you for your report!
Please allow me to apologize for any confusion this customer has encountered
The small deduction *** has encountered is an Auction House FeeThis fee is added to all transactions and non
refundableThe theory behind this fee is that is encourages players to place genuine trades on the trade marketIt helps prevent trade spamming as each item put up for sale will come at a cost to the seller
Typically, this transaction is 5% of the total costThe link below will help explain the auction house rules (FIFA) when it comes to such in game fees
https://help.ea.com/en/article/***/
I will now reach out to *** directly should they wish to discuss this matter further
Kind regards,
***,
EA Worldwide Customer Experience
Initial Consumer Rebuttal /* (3000, 10, 2016/01/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again thank you for your response to my concernI have in fact received a response from a spokesperson whom agreed with the fact that the "taxing" should be/have been more exposed to peopleI do not like to ask for "handouts" from anyone, including EA! However, since I have been a loyal consumer of their products since 1991, And the fact that I forked-out over $just for the game itself I would think it to be a kind gesture to maybe offer some (if not all) of my coins backHowever, this is not the case as no form of any consolation was offeredIn a nutshell the spokesperson "***" basically said oh well, too bad so sad (in a professional type manner)I do not want to ask for anything because I fear that would discredit my concern in terms of coming across as just wanting to get "something for nothing." The bottom line for me is, I had no idea about this tax that EA is chargingAnd to be frank, I think it is a complete money grabbing scam atop of what they already have going onHad I have been aware of this "tax" then I would not have traded off ANY of the players I hadI'm thinking I do not have a leg to stand on because not knowing the exact laws, I reckon that this may fall under some sort of buyer beware dealNone the less VERY disapointing and after pretty near twenty-five years I will no longer support this company by further purchasing their gamesI will lastly say that I can guarantee that this is going to continue for unsuspecting children and adults alikeI think this is a farce of the highest accord, but what can just one person do?? Thank you again, cheer's
Final Business Response /* (4000, 12, 2016/01/14) */
Greetings all,
Many thanks for your update
I was sorry to hear of ***'s discontent regarding our explanation concerning this matter
As mentioned in my previous update, "this fee is that is encourages players to place genuine trades on the trade marketIt helps prevent trade spamming as each item put up for sale will come at a cost to the seller."
Such fee's can be found in many popular online multiplayer games not just sports titlesEven in the real world, such fee's generally get added to real world auctions for the same purpose, to encourage genuine trade
While I sympathize with ***'s frustration, all players are subject to this feeWhile I did indeed agree that information relating to this fee requires to be more public facing, I am happy to report that an updated article will be published in the very near futureFor right now, the following article explains such matters relating to FIFA
***
Thank you for your time and understanding
Kind regards,
***,
EA Customer Relations World Wide Customer Experience

Complaint: ***I am rejecting this response because:
I understand that according to TOS I am responsible, but how is that fair when it's your systems that have let me downI have provided proof of this to you in previous correspondence
You have dealt with me, as a loyal customer in utter contemptIt is disgustingI have spent hundreds of pounds on EA products throughout the years with no infractions against my accountI've had an issue where my account has been compromised (which I proved) and I am dealt with like thisIt's disgusting
I will not be dropping this case, until you prove to me other wise that I am incorrect in my claimBy filing this Revdex.com case, I expected a much more personal and helpful response to my problem, instead I am met with the same accusatory response
Sincerely,*** ***

We have discussed the matter with the player and the issue has been addressed
Electronic ArtsWorldwide Customer Experience

Hello Revdex.com,Thank you very much for sending the customers update to us. I have reached out to the customer once again in response to the rejectionIn order for us investigate the customers concerns further we will need him to provide us with the case ID in which it shows that we had made him transfer serversI have fully reviewed all of the contacts the customer has had with us and I am unable to find any communication that suggests we had forced a server moveOnce this has been provided, I will be able to investigate the customers concerns further. Thank you.***EA Customer Relations

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