Electronic Arts, Inc.

Complaint: ***I am rejecting this response because:Sincerely,*** ***
1- It does not offer the refund I sought
2- There is no implementation plan for a future similar eventsCreate a prompt to confirm all "sales" final or at least "are you you want to spendXXX"At least to capture quantities in excess of MIL credits

Initial Business Response /* (1000, 5, 2015/07/23) */
Dear ***, Revdex.com,
Thank you for bringing this matter to our attention
I'm sorry to hear about the issue you have experiencedI have reached out to you directly on the email address provided on this Revdex.comIf you could check for my
correspondence at your next convenience that would be greatly appreciated
I look forward to hearing from you
Regards,
***
EA Customer Experience

To whom it concerns,
Thank you again for your response
As outlined in my previous message, this dispute has been reviewed on several occasions at this point by the highest point of escalation possible
The results of these investigations include personal information and cannot be discussed on a public forum
As already advised, the only means to dispute this sanction further would be to contact our Terms of Service team directly though the steps provided here: https://help.ea.com/en-us/help/account/information-about-banned-or-suspended-acc...⇄ /> For further context around behaviors which are not acceptable in FIFA specifically, please visit this link: https://help.ea.com/en/search/?q=fifa+ban
Thank you,
EA Help

Initial Business Response /* (1000, 5, 2016/01/28) */
Hello
Thank you for sending this along to usWe have been in contact with the customer through our support system, and have resolved the issue with them
Initial Consumer Rebuttal /* (2000, 7, 2016/02/11) */
(The consumer indicated
he/she ACCEPTED the response from the business.)
I accept the response from EA only because they eventually (after about weeks) granted me the correct version of *** ***, and after some prodding they made it up to me by granting me an extra untradeable player a great player that I otherwise would never have dreamed of pulling
That being said, it doesn't entirely excuse their conductHad I not contacted the Revdex.com, these guys would have continued to call me a liar despite the layers of proof I was able to provideI never in my life dreamed I would have to file a complaint to the Revdex.com, especially over something that could have been resolved in minutes had the EA Support staff taken the time to read my original issue and correct it, rather than forcing me to jump through hoops
It's a shame that a multi-million dollar company won't take customer issues seriously and try to essentially steal money from us, unless we go to the extreme lengths of contacting the Revdex.com
So, yeah, I basically HAVE to accept their resolution because they DID eventually get me the right card, along with an extra goodieBut it's just baffling to think about how much money i've spent on this game who knows how many times the same problem has occurred and I just didn't notice? Who knows how many others filed complaints and just got told they were wrong because they didn't file a complaint through the Revdex.com?
In my opinion EA has embarrassed themselves through this entire ordealAnd quite frankly I've lost my drive to play the gameI played over games at the time I originally pulled ***, but since then I've only played maybe more? I was excited to play with ***, but three weeks later when I finally got him, the excitement had dwindledHopefully it's just a phase, but after seeing first hand how shady of a business EA Sports really is, I wish I had never given them a dime of my money
Also just to give some context
After I was told I would finally be receiving the ***, I ASKED the EA rep if there was anything they could do to make up for my troubles/lost value in the cardI was not offered this, I had to ask specifically
The EA Rep got back to me and said they could give me gold packsThree standard gold packsI literally laughed out loud at this offerThree gold packs, worth 8,in-game currency each and a 90% chance of getting absolutely nothing in them, hardly makes up for the 200,+ in value the card lost while I was waiting for it
So I asked for moreI told them that wasn't good enoughTo their credit, the rep agreed and told me he'd see what he could doHe said to give him a list of cards I Would accept in order of most preferred to least preferredI gave him my list, and I won't lie, it was a pretty absurd list of the best cards in the gameTo the surprise of NOBODY, EA gave me the lowest card on the list, #
I am satisfied with the card I received because, like I said, my list was all extremely high-value cardsSo even #on the list is better than any other card on my teamBut it's just the fact that EA looked at my list and decided to give me my least-preferred cardLike, it was understood that this card would be untradeable, so I'm not making any money on itMy Win-to-loss ratio is not even 2:I'm hardly a top HUT playerWould it really have made that big of a difference for them to press a button and give me my "most" preferred card? It's not like it's costing them money or anything
I know it seems silly to complain about something extra they are doing to make it up to me, but it's just another example of EA being stingy
ALL THAT BEING SAID: After contacting the Revdex.com, I was set up with a EA Representative who was extremely helpfulHe was the first and only person from the company who listened to what I had to say, understood my problem and my frustration, and went above and beyond to make it up to meIt wasn't his choice of what card to give me, so I certainly have no complaints about himI can't say enough about how helpful this rep wasIt's just a shame that it took weeks of being called a liar by EA, and exchanging messages with the Revdex.com before finally I was set up with him

Initial Business Response /* (1000, 5, 2015/10/06) */
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 her directly to resolve the concerns raised
***
Electronic Arts Customer
Experience
Initial Consumer Rebuttal /* (2000, 7, 2015/10/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will at least be able to get a response directly from a person a see where this leads to

Complaint: ***I am rejecting this response because:
My account has been banned for 'exploiting' a promotion on the Origin storeIt appears a total of purchases for FIFA Digital Deluxe were madeWhen the purchases were made the account was issue FIFA points and then all of those purchases were refunded when I'm requested them to be refunded but the points were not removed
I was not happy with the packs which I get from FIFA points so I have requested refundEach time when I have requested for refund rest of the FIFA points were gone
***
I just want my account back and I promise I will not doing anything like this again
Sincerely,*** ***

Complaint: ***I am rejecting this response because:
I have been contacted by a new EA representative (*** ***) with a request for more information regarding the matter However, upon my direct response via email I get an automatic reply fro m EA Worldwide Customer Experience stating that my case has already been closed and my message is undeliverable This is now my 3rd denied response attempt I find this 'failure to communicate' unacceptable
Sincerely,*** ***

We have investigated the players dispute and found that the player has in fact violated the terms of service for coin buyingThe action taken against the account will be upheldAs for the players experience with support, our quality team has been made aware of the issue and will address with the correct parties if needed. The player should be made aware that our Terms of Service can be found at ***Player also should be made aware of section 1:"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"We will not be able to assist further with this issue. Electronic Arts Worldwide Customer Experience

Initial Business Response /* (1000, 5, 2015/10/23) */
To whom it concerns,
We have reached out to *** to try and resolve any outstanding concerns with his expansion packThank you for bringing this to our attention
Kind regards,
***
Electronic Arts Customer
Experience
Initial Consumer Rebuttal /* (3000, 7, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
they have not offered any solution to the issue
Final Business Response /* (4000, 9, 2015/11/05) */
To whom it concerns,
We are in contact with *** and hope to address all outstanding concerns with his expansion content
Thanks for bringing this to our attention
Regards,
***
Electronic Arts Customer Experience

We will contact this customer and resolve this complaint.
- EA Help

Hello,
We have responded to this player to explain the issue and offer alternative resolutions.
- EA Help

Initial Business Response /* (1000, 5, 2016/02/02) */
To whom it may concern,
We are working with this customer and are addressing their issues using our internal tools.
Kind regards
EA Customer Relations

Initial Business Response /* (1000, 5, 2015/09/16) */
To whom it concerns,
We have reached out to [redacted] though our internal customer support tools and hope to resolve any outstanding concerns as soon as possible.
Thanks for bringing this to our...

attention.
Sincerely,
[redacted]
Electronic Arts Customer Experience.

Initial Business Response /* (1000, 5, 2016/01/13) */
To whom it may concern,
Many thanks for sending this customer's concerns over.
I have reached out to the customer and advised on the reason for the restrictions. As these sanctions were added correctly, Customer Support will not be in a...

position to assist.
Warm regards,
[redacted]
EA Customer Relations World Wide Customer Experience
Initial Consumer Rebuttal /* (3000, 7, 2016/01/13) */
I am really confused about your message.
First, you said I got a warning from the Terms of Service Team on October 10th, but I didn't get a warning!
At October 10th I bought 500 FIFA Points that you can probably check.
Then you accuse me of Coin Buying and that is really ridiculous.
My brother has left the Netherlands for Spain and didn't took his PS4, so I got his account.
On the account was 200.000 coins, but he doesn't do anything with it.
So I transferred it to my account to create a better team. You should be able to understand that.
I had a great account this year with millions of coins because I packed Ronaldo.
Could you give me one reason why I should buy coins?
I hope you remove the action on my account because I am not guilty.
Final Business Response /* (4000, 9, 2016/01/15) */
To whom it may concern,
As mentioned to the customer, this sanction was added correctly and will not be removed. As such, neither Customer Support or the Terms of Service Team will be in a position to assist with this query any further.
Warm regards,
[redacted]
EA Customer Relations World Wide Customer Experience

Complaint: [redacted]I am rejecting this response because:The terms of service department will not tell me why sanctions have been placed on my account when I have contacted them directly. Quite frankly the customer service is non existent. ive had no correspondence to say how long this sanction is for let alone why it has been placed on my account in the first place. Its like talking to a wall. Im here because I need help not patronising me and other customers reading this into thinking your terms of service actually care about their customers.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: community discrimination, and their customer service rep refused to speak to me because I contacted a lawyer about my rights and how to file so they stopped all customer service...real professional. and they need to ban half their community for the same violations and if not then thats discrimination by conscious decision. I did  not violate anything they are just screwing me like they do all their community. its common ea practice.Sincerely,[redacted]

To whom it may concern,Many thanks for sending this players concerns to us.
I have reached out and addressed the concerns raised, as such; I consider this matter resolved. 
Warm regards, [redacted] – Executive & Customer Relations - EA Help

Complaint: [redacted]
I am rejecting this response because:
This is wrong and I will never buy a EA product ever again
Sincerely,
[redacted]

Complaint:[redacted]I am rejecting this response because:
I am still awaiting the result of the examination which were announced three days before. Nothing heared since than.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/11/23) */
To whom it concerns,
Thank you for bringing this matter to our attention.
We will contact the customer directly in order to resolve this matter as quickly as possible.
Best regards,
[redacted].
EA Worldwide Customer Experience