Electronic Arts, Inc.

Complaint: [redacted]I am rejecting this response because:
They did not give me what I asked for to resolve the issue.
Sincerely,[redacted]

Initial Business Response /* (1000, 6, 2015/11/27) */
Hi Revdex.com,
Thank you for raising this customers concern to us, I will investigate and contact the customer.
Best Regards,
[redacted] W.
EA Customer Relations
Initial Consumer Rebuttal /* (3000, 8, 2015/11/30) */
(The consumer indicated...

he/she DID NOT accept the response from the business.)
I was contacted by [redacted] W. of Electronic Arts, but in no way was there any investigation on the matter. He said everything is not misleading, but he understands how I could feel. He said that EA makes the advertisements appealing so more consumer buys them. And the fact that you can buy 80 of the packs for a total of over 700$ (when the game itself already cost 45$), and you only get one of the advertised special items in only one out of the 80 packs is normal. Its beyond absurde. After having spent close to 2000$ in less than a week, I feel like i've been totally robbed of my money through false advertising that is totally misleading. And to them I'm a case of simple bad luck, and there's nothing they are willing to do.
How is even close to being even acceptable?

We have discussed the matter with 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

Initial Business Response /* (1000, 5, 2015/07/27) */
Thank you for bringing this customer's concern to our attention.
The account in question was found to be violating our terms of service by our studio and as such we have exercised our rights under those terms to suspend access to this...

title. We deeply regret needing to take this action however as these rules of conduct and terms of service are clearly spelled out and there is a requirement to agree to them prior to playing the game, the customer has been fairly warned in advance.
Evidence provided at time of the ban clearly points to a breech of our terms of service and the customer's own admission of such on our forums has likewise been recorded. We have verified that there was no compromise at that time and as such are left with the only conclusion being that the customer was in control of their account when these actions were taken.
After carefully reviewing the history around this complaint we were able to confirm that this case has already gone through our internal appeal process and exhausted all appeals. As such no further appeals on this matter will be entertained and we consider this matter addressed at this time.
Thank you again for bringing this matter to our attention and we hope this explanation clarifies our reasons for taking the action we did.
Best Regards,
EA Customer Relations Worldwide Customer Experience
Initial Consumer Rebuttal /* (3000, 7, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
BioWare, I am going to address all of your points.
"The account in question was found to be violating our terms of service"
You say I violated your terms of service but you never specify as to HOW I do. Originally you accused me of hacking, cracking and phishing. Yet you aren't being specific. You keep EVADING the question.
"We deeply regret needing to take this action however as these rules of conduct and terms of service are clearly spelled out and there is a requirement to agree to them prior to playing the game, the customer has been fairly warned in advance."
I highly doubt that you deeply regret taking your actions. When you banned me, you asked me to provide any kind of information whatsoever and I did(Which you claimed was no longer necessary for no reason at all). Considering the fact that I'm innocent, it shouldn't be hard to come to the conclusion that I am not guilty of whatever you are accusing me of.
"Evidence provided at time of the ban clearly points to a breech of our terms of service and the customer's own admission of such on our forums has likewise been recorded"
What evidence? Care to share that evidence? Customer's own admission on your forums? I'm not an it and I got a confirmation already. Getting banned on the forums has NO RELATION WHATSOEVER to getting an in game ban UNLESS you get the in game ban FIRST which DIDN'T happen in that order.
"We have verified that there was no compromise at that time and as such are left with the only conclusion being that the customer was in control of their account when these actions were taken."
I verified that there was no compromise as well when I logged onto my forum account after you accused me of hacking. My password [redacted] changed so I concluded that either my account wasn't compromised or the person hacking my account was/is an it. Now hold on a second here, "LEFT WITH THE ONLY CONCLUSION" - Do you guys honestly believe yourselves? So what you're saying is that you didn't contact me about these allegations when you first suspected something and then decided to ban me and close the subject. [redacted]'t try to deny that either, you banned me without talking to me about it and you didn't provide any kind of information or evidence whatsoever.
I didn't log online before my ban since December of 2013(Maybe your logs could provide the information to clear that up... oh wait, you're refusing to provide the information). Also, poor time to ban me. I was out with cubital tunnel syndrome. I couldn't even sit at my computer because my arm would start bleeding. Perhaps if you unjustly banned me in June or September, then your story would make more sense to an average person even though it wouldn't change the fact that I am not guilty. Even if I didn't have the cubital tunnel syndrome surgery, you wouldn't be able to provide the "evidence" since you have none.
"After carefully reviewing the history around this complaint we were able to confirm that this case has already gone through our internal appeal process and exhausted all appeals."
"Carefully reviewing the history" Are you referring to asking for information and then no longer deeming it necessary? You have no options for a live chat, you have no options for phone calls, your OWN CUSTOMER SERVICE DEPARTMENT CAN'T GET IN TOUCH WITH YOU and you CLAIM that you "carefully reviewed the history". You didn't even contact me or ask for my help in solving this issue.
Let me remind you when you guys banned members of Seal Team Sith AND banned over a 100 players. Your team was so "sure" that they were right and EVEN WITH COUNTLESS EVIDENCE YOU STOOD BY YOUR BELIEFS only to have the community provide SO MUCH EVIDENCE that you simply couldn't refute it.
http://www.swtor.com/community/showthread.php?t=XXXXXX
http://[redacted]
I want 4 things.
1). I want an in depth explanation as to why I was banned. Not just "You broke the terms of service".
2). I want the logs PROVING that I was online around July when you decided to ban me and I want time stamps of any kind of interaction I might have had with other players.
3). I want the IP address you guys obtained during the course of your "investigation" and the day in July I was accused of hacking, cracking and phishing.
4).I [redacted]'t want you to photoshop any of your "evidence". As such, I will have an expert evaluate what you provide here.
Provide those 4 things. If you're even able to provide any of those things, I'll know that you're lying because I haven't played the game since December. It's possible I logged online for a few minutes in march or something to chat with my friends but unlike you, I [redacted]'t have the logs so we'll just call it December. However I am 100% sure that I didn't play star wars at the time you decided to ban me. I can't recall any play time after December.
Provide the 4 things I asked for, I'll write it here once again so you [redacted]'t forget.
1). I want an in depth explanation as to why I was banned. Not just "You broke the terms of service".
2). I want the logs PROVING that I was online around July when you decided to ban me and I want time stamps of any kind of interaction I might have had with other players.
3). I want the IP address you guys obtained during the course of your "investigation" and the day in July I was accused of hacking, cracking and phishing.
4).I [redacted]'t want you to photoshop any of your "evidence". As such, I will have an expert evaluate what you provide here.
Final Business Response /* (4000, 10, 2015/08/01) */
Thank you for providing us the update from our customer on this matter.
While we understand his frustration at the lack of further information we do not disclose the particulars of our internal processes or of how we catch these breeches of our terms of service as to do so would provide those parties who are breaking these rules with specifics that may allow them to bypass [redacted] in the future.
We do admit that mistakes can and do happen and it is for that reason that we include an appeal process to allow the customer to petition for review. In this case, this customer has exhausted all of those appeals and on three separate occasions our investigations have confirmed breeches in our terms of service.
As such we stand by our previous comment that this ban will not be overturned and no further communication will be made directly to this customer on this matter as we have nothing further to add to our statement.
Best Regards,
EA Customer Relations World Wide Customer Experience
Final Consumer Response /* (4200, 12, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Wow, that was a well written PR message. You singled out one of the things I was asking for and claimed it would hurt your chances at finding legit hackers. Okay, let's try this again and I'll omit that little part so you have no excuses.
1). I want the IP address proving my location when I was supposedly hacking
2). I want the logs proving I was online during the time of my so called hacking
3). I want all of the evidence to remain pure(As in no photoshop).
There's really nothing else that needs to be said on the issue. Provide these 3 simple things. It won't compromise your security or chances of finding hackers whatsoever.

Thank you for sending this along to us, and my apologies for the delay in responding.
We reached out to the customer after the case was raised and have been working with them since. We have provided the customer the content they were initially trying to obtain in game, as well as additional for...

their experience, and believe this matter is now resolved.

Complaint: [redacted]I am rejecting this response because: Thank you for your help I will be cancelling my subscription.Sincerely,[redacted]

To whom it may concern,
Many thanks for bringing this matter to our attention. 
I have reached out to this customer and addressed the concerns raised, as I have not heard back from the player recently; I have closed off this case.
Warm regards,
[redacted] – Executive & Customer...

Relations

Initial Business Response /* (1000, 5, 2015/07/03) */
Dear [redacted],
Many thanks for getting in touch with us about this matter.
I've reached out directly to you via the email address provided. I'm confident that we will be able to resolve this matter for you.
Kind Regards,
[redacted]
EA...

Worldwide Customer Experience
Initial Consumer Rebuttal /* (3000, 12, 2015/10/04) */
Nobody reached out to me from EA Games, they still treat my son who's a minor with adult words so it's above him. Now the latest tricks they play on my son and all his friends who buy their games and keep their company in business is blame Microsoft. I'm sure Microsoft would be thrilled to know that it's their fault every time EA Games experiences a problem, this just smacks with deception! Can someone call me directly on my cell phone, I would certainly like to pursue this matter and give you better insight. XXX-XXX-XXXX Thanks, [redacted]
Final Business Response /* (4000, 19, 2015/10/12) */
To whom it may concern,
I have spoken with the customer regarding his concerns.
Having reviewed this account in great detail, I confirmed that the two missing packs were added onto the customers account on July 3rd along with an additional pack as a gesture of goodwill, by my colleague Andy. I have confirmed that all three packs were claimed on the same day, additionally; on October 10th I added another three packs.
As such, we consider this matter closed.
Warm regards,
[redacted]
EA Customer Relations World Wide Customer Experience
Final Consumer Response /* (4200, 21, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Here is the e-mail the representative Elaine sent which did absolutely nothing but hurt my child again. EA Games e-mail:
Hi [redacted],
My thanks for your email, I apologize for the delay in my reply - I had left the office when you emails came in. When we spoke on Friday, I did promise you that I would add 3 x Rare Player Packs and these were subsequently added. I did inform you during our call on Friday and in the email that these would be added onto FIFA 15.
My son lost the three packs over six months ago and this whole episode has been a nightmare. My son is a thirteen year old child that is fearful of calling EA Games since he was threatened. They switched from Fifa 15 over to Fifa 16 this is how long this has been an issue. These are packs that I bought my son and he never got them EA Games wouldn't give you anything for free. Our conversation I told the EA rep. that I bought my son packs just the night before, she was fully aware that he was playing Fifa 16 and when she said that she was putting the three packs into my sons game we left off on a good note, I would send her an e-mail when my son received the three packs. He comes home from school and I told him turn on his game the packs he was missing should be there. He turned on Fifa 16 and no packs were to be found, as the rep [redacted] stated just the other day she put the packs in Fifa 15 and not Fifa 16, it's an old game my son like all the other children play the new game, he received nothing but tears again. EA Games acts like they did something right when the packs are useless. Can't they get one thing right after all this time. I WILL OFFER TO PAY FOR THE THREE PACKS BUT EA GAMES HAS TO STOP HURTING MY SON AND ONCE AND FOR ALL MAKE THIS WRONG INTO A RIGHT. I've never been through anything like this, [redacted]

Initial Business Response /* (1000, 5, 2015/05/12) */
To whom it may concern,
We have reached out to our customer using our internal tool to discuss their issues with their account.
We have reinstated access to the customers account and explained why the access was restricted.
As such we...

now consider this matter closed.
Kind regards
[redacted]
EA Customer Relations.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
PS. Will this case now be directly dealt with by the EA representative and no longer through this site?
Sincerely, [redacted]

This query is in regards to action taken by the Terms of Service team, regarding a violation of our Terms of Service agreement. EA Help and customer support would not be in a position to provide details about the action, nor would we be able to overturn the decision by the Terms of Service...

team.
 
Given the sensitive nature of this issue, we have a dedicated team who is tasked to address such matters. If you feel this action was taken in error please email [redacted]
When contacting this team, please be sure to provide all the required information. For details on this, please see our article on EA Help "Information about banned or suspended accounts": 
 
 
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Complaint: [redacted]I did not get back to them because their solution to the problem did not work. Their technology support person indicated that they have removed the content from their website that I previously purchased. Now they are saying it is Microsoft's problem. I purchased the game from them and now they are refusing to support it or compensate me for the product I purchased. If it is no longer available they should either refund my money or give me a discount on another game.  They just turned their back on a loyal customer and said its not our problem. I am rejecting this response because:Sincerely,[redacted]

We have looked into the ban placed on the players account and found that it was placed due to concerns with the accounts security. An e-mail was sent to the player about the ban at 13:00 GMT on the 6th of December. This e-mail directed to the player to secure their account and contact support to...

remove the lock. We have now removed the lock on the account after verifying the account appears to be secured now.
For any future issues or concerns the player should contact our support [redacted] for assistance.
Electronic Arts Worldwide Customer Experience

Complaint: [redacted]I am rejecting this response because: Did not help my situation at all, could not give evidence to support their claims. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/07/27) */
We will contact the player and address their concerns directly.
- EA Worldwide Customer Experience

We've reached out to this player to further assist with the issue being reported. Thank you for bringing this matter to our attention.

At this time, we have discussed the matter personally with the player to gain a better understanding of the on-going issues he's having. While we regret that we cannot provide further Draft Tokens as requested, we have offered to perform troubleshooting to prevent further issues with his connection in future.

To whom it may concern,Many thanks for sending this players concerns to us.From the player’s report, it appears the player is describing action that was taken by our Terms of Service Team due to a violation to our FUT Terms of Service. Given the sensitive nature of this issue and as Customer...

Support are not in a position to assist, we have a dedicated team who are tasked to address such matters. Should you believe this action to be incorrectly applied or have some additional information regarding this matter, please email the following address:[redacted]Additional information regarding this process can be found by following the link below:[redacted]Thank you for your time and understanding in this matter.Warm regards, [redacted] – Executive & Customer Relations - EA Help

Initial Business Response /* (1000, 5, 2015/10/05) */
Hello,
Thank you for contacting us!
I have sent an email to [redacted] to speak with him more about the issues and concerns he listed above. I have also provided the case number for this contact below, should [redacted] wish to contact me back...

directly.
Kind regards,
[redacted].
EA Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their response was "Hello [redacted],
I wanted to follow up with you regarding my last email, as I think I can see the source if the issue you've reported.
Between September 25th and October 1st, we had many users participating in an exploit in the game, which increased their currency exponentially on the market. After this was investigated, the auction house was brought down and these players stats were reset to those they had before September 25th.
If you were affected by this, as I can see you are claiming a very large amount, we would not be able to reimburse you for this issue.
Please see the Madden Mobile blog update posted on 30th of September."
I had no part in any exploit, which I'm sure they could easily see. I worked very hard and spent countless hours and a lot of real money acquiring my cards, and all that is lost because of "many users". This is an outrage. I'm not sure what my next step is, do I have to contact a lawyer or tale it to small claims?
Final Business Response /* (4000, 9, 2015/10/14) */
Hello,
Thank you for your response.
As we have advised [redacted], there was an issue with the Madden Mobile Auction House in which many users stats were adjusted after it was found that an exploit was in used in the game.
Please find the communication on this issue from our Studio at the following link :
https://www.[redacted]
We regret that we would not be able to offer more information on this matter.
Sincerely,
[redacted].
EA Customer Support
Final Consumer Response /* (4200, 11, 2015/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So you are saying that because some other players have used an exploit, that I lose hundreds of dollars and countless hours worth of time? Even though I have never used a single exploit? That's like saying because another game company, that has nothing to do with yours, commited fraud and got fined that Ea sports should pay that same fine. This is a blatant example of a big company taking advantage of a consumer.