Electronic Arts, Inc.

Complaint: ***I am rejecting this response because:
I received a response from*** from EA Help, which really was the first helpful Email I got so for regarding this case.The Problem is, that I got cards back I never
hadI think the hacker used them to get my coins to their account, I dont know.I already wrote a long response to him, I will try to translate it to have it in the log here aswell.So he offered me: 2x Sessegnon TOTW 81; 1x Sessegnon and 1x Ginter 82. My response:I dont know if I should laugh or cry, I am happy that I got the first helpful response from EA in Weeks, after more than Mails and Phone Calls. Under the Casenumber: *** at ea help you should find a list of missing players and coins, I did those list with guys from the hotline, one did it himself and the other one did it together with me, there wasnt those cards inclucded but cards like:Prime HenryPrime PieroPrime HernandezPrime FerdinandPrime HagiFutmas AzpilicuetaInform Fernandinhoinform Marcos AlonsoFor example and a ton of other special cardsThere are NO Special Cards left in my club.Those cards you offered me were never in my club, I think the hacker used them to get my coins transfered, they discarded my icons in SBC to get 100k packs to generate coins I think, since I have a kevin de bruyne on my transfer list which I never had in my club!Since you are able to see the hack I hope you can help me to get the cards back I really lostYou can see which prime icon sbcs I finished, you can see that they are gone and you can see that someone used them to start other prime icon sbc to get those packs.It doesnt make any sense at all for me to play ever again on this account or to open packs again, when I dont get my players back or the coins which they were worth, I investet over €thats insane!There were so many special cards in my clubs because I played every weekend league since realease and always had quite a amount of success, but every of those rewards is cone now.I am really thankful for you email and I am begging you to check again which cards and coins I lost to help me to get them back.When I receive a positive answer to this problem, I will tacke this complaint back and take this negative review back, I just want to have my stuff back, PLEASE.You already tried to help me now, but please do it with the real cards and coins I lost:Thanks for your helpBest wishes***
Sincerely,Tobias Meinhard

As in our previous message we have confirmed multiple times that the player did break our Terms of Service and our Terms of Service team has informed the player what the action wasWe have also confirmed that the player can contact us with any other issues but the decision on this matter will not be revisited.
Electronic Arts Worldwide Customer Experience

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 offence. If 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: ***
This is the only means to have this particular matter resolvedThank you for your time and understanding in this matter

I agree with the response from EA,I wait until a fix,but I want to analyze my problem carefully because I am not guilty of anythingis not possible to take banned account because I worked very hard and invested a lot of time to make a decent teami can not lose everything because of them,they do not distinguish between players fair and cheatersthey can check any in my account to convinceor my record of wins draws and defeats is not exactly good and my teams are not that expensiveThis proves that I never cheatedI would like if you can send them stuff that I said,for them to be convinced that I did not cheatThank you very much for your attention that you give me.
Please see attached

Initial Business Response /* (1000, 10, 2015/06/22) */
We have addressed the customers concerns in previous Revdex.com reports and cases and should the customer have any further issues, he is welcome to contact our Customer Support and can confirm he is able to do so
Electronic Arts
Worldwide
Customer Experience
Initial Consumer Rebuttal /* (3000, 12, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is about a different issue and their support isn't able to address this!
I would like them to give me a call back!
Final Business Response /* (4000, 14, 2015/06/27) */
Greetings,
Many thanks for your reply
May we suggest our customer contact EA Worldwide Customer Experience directly via http://help.ea.com/en/ in order to address any concern they might have
Kind regards,
EA Worldwide Customer Experience
Final Consumer Response /* (4200, 16, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their regular support aren't able to help me with the issue I am having and they mistreated me!

Complaint: ***I am rejecting this response because: Contact them through theyre sy email ?? Yeah I've done it and said that they will let me know in next hours yeah well that was last fking month what a joke they don't even bother replyingSincerely,*** ***

We have reached out to the customer and are gathering more information to locate the charge while keeping the customer up to date as we progress
Electronic Arts
Worldwide Customer Experience

Initial Business Response /* (1000, 6, 2015/05/13) */
We have discussed 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
Initial Consumer
Rebuttal /* (2000, 8, 2015/05/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Through Revdex.com, EA responded in days and solved my problem and compensated! Thank you!

Complaint:***I am rejecting this response because: Once again no proper response, i've contacted TOS, and their response is YES or NO, so no answer to my case, this is the worst customer support i've ever seen
Sincerely,*** ***

Complaint: ***I am rejecting this response because: I just wanted a call from a CSR that could help, I wasn't really expecting a call from the development team, I know better than thatBut a call from a CSR who could talk to the development team is all I wantedAlso a CSR who is actually a gamer and understands why telling me to just scrap my characters and make new ones is an unacceptable solutionAlso I have called the accounts CSR team to try and get help already, most recently they told me they would forward my ticket to try and get me help with my in game problems (the number EA provided isn't actually for in game support, they don't have live in game support not even for subscribers)So I am rejecting their solution again and asking to talk to a CSR on the phone and explain my problem to them so they can carry the message to someone who can see about fixing my problem, that is all I wanted from the start anyway, a real live person on the phone (CSR) I know the devs don't talk to us little peopleAgain please note I just want the problem fixed, and I apologize again if I am coming across as being aggressive, I just really want this fixed, and mean no aggression at all.Sincerely,*** ***

To whom it concerns,
Thank you for bringing this matter to our attention
In order to dispute an account sanction, a player must contact us through the means outlined at the following link:
***
Once a
dispute has been submitted, our Terms of Service team will respond to the player to advise of the outcome
For further context as per the nature of an account sanction in FIFA 17, we would also strongly recommend that players review the following link carefully:
***
Sincerely,
EA Help

Complaint: ***I am rejecting this response because: This is a very funny response as A : How do they know which account you were talking about as I didnt give you my gamertag and B: I did not buy any coinsOnce again please tell them that I want my 97k back and my account Unflagged
Sincerely,*** ***

We've reached out to the player and the issue has been addressed. We welcome them to contact us at *** for any future issues and we will be happy to assist.Electronic ArtsEA Help

If the customer wishes to further dispute the account taken on their account, they can contact our Terms of Service department directly with any relevant information to dispute the actionThis is the only means to have this particular matter resolved

After a full account investigation, we've confirmed the account violated the terms of serviceDue to this we will not be reversing the action taken on the account
You can review the full Terms of Service at ***

Complaint: ***I am rejecting
this response because: I spoke to a woman named *** who I emailed the files needed to yesterdayShe said the game was not compatible to my computer and am getting a refund for the incompatible gameI don't understand how it was incompatible but I'd like the refund I was told of for the game and expansion pack both since neither will work right due to what I was toldSincerely,*** ***

We've had the account re-reviewed and confirmed the violation occurredWe stand by the decision that was made and will not be overturning the ban

To whom it concerns,Thank you for bringing this matter to our attention.I have reviewed the message from the player, and the account in question.I can confirm that this sanction has been reviewed on several occasions directly by the FIFA studio.As per the results of these investigations, we are
unable to assist the customer further with this sanction and instead, the customer must contact our terms of service team directly.Details on how to contact the Terms of Service team can be found here: https://help.ea.com/en-us/help/account/information-about-banned-or-suspended-acc...⇄ support are unable to assist further with this issue directly.Thank you,EA Help

To whom it concerns,
Thank you for bringing this matter to our attention
I have reviewed the message from the player, and the account in question
I can confirm that this sanction has been reviewed on several occasions directly by the FIFA studio.As per the results of these investigations, we
are unable to assist the customer further with this sanction and instead, the customer must contact our terms of service team directly
Details on how to contact the Terms of Service team can be found here: https://help.ea.com/en-us/help/account/information-about-banned-or-suspended-acc...⇄ support are unable to assist further with this issue directly
Thank you,
EA Help

Complaint: ***I am rejecting this response because: Your TOS team is a joke how can I get a second offence for the first time I did something wrong? In what universe is a 2? Every one complains about your TOS team and their lousy work
Anyways i've gave up on EA and will not be buying ANY product from them again since they don't give a damn about their customers and always assume that their right
BTW this is the third account that has been screwed from your systemtimes I did nothing wrong and contacted the TOS team and they said that the action was correct, this time I know I did something wrong but the punishment was a big mistake as it was for a second offence not a first
Sincerely,*** ***