Electronic Arts, Inc.

Complaint: [redacted]I am rejecting this response because:
Response from EA Customer Relations is that an email was sent directly to me.  I did not receive an email.  Please have EA send me the email again so I can review.
 
My email is [redacted]
Sincerely,[redacted]

To Whom it concerns,We have reached out to Lindsey through our internal customer support tools and hope to have any outstanding issues resolved as soon as possible.Thank you for bringing this to our attention.Regards,[redacted]Electronic Arts Customer Experience.

The game is working as intended. If the player has feedback on prizes issued for events we suggest posting them on the games forums. We will not issue any compensation for this complaint. If the player wishes to seek a refund they need to speak to either [redacted] Support or [redacted] Support. We do...

not handle transactions made on mobile devices so we do not have access to issue refunds.
EA Help

To whom it concerns,
 
Thank you again for responding.
This matter has been specifically investigated and confirmed on multiple occasions by EA Help representatives and the FIFA studio directly.
As of now, the customer has received the most up to date resolution from the Terms of Service team directly and should he wish to dispute this case further, he will need to contact our Terms of Service team, including any further information which has not already been provided, as per the means that have already been outlined in our previous response.
As this matter has already been specifically re-investigated and confirmed directly by the highest level of support available, we now consider this matter as closed.
 
Sincerely,
 
EA Help

This query is in regards to a violation of the Terms of Service agreement, which all players agree to when playing EA Games online. These violations are taken very seriously, and action will be taken against an account that violates these Terms.
If you feel this was made in error, you can contact...

the Terms of Service team directly to dispute the action at [email protected] (be sure to include your registered email and Gamertag/ID). If this was not made in error, the sanction outcome will not be removed or changed.
Please note that EA Help and Customer Support cannot assist with Terms of Service queries and these must be directed to the appropriate team as mentioned above. Thank you for your understanding.
For more information, please see our Help article: https://help.ea.com/en-us/help/account/information-about-banned-or-sus...⇄

Initial Business Response /* (1000, 5, 2015/07/06) */
We have discussed the matter with the customer. The 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, 7, 2015/07/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I feel that the gentleman who contacted me did his best to resolve the issue and was very courteous in doing so

Complaint: [redacted]I am rejecting this response because: I have tried to contact that e-mail 3 times and I haven't received one single reply. My account has been banned for almost 3 weeks now. All my appeals have been rejected and I'm no longer getting any responses. I still want my account unbanned.Sincerely,[redacted]

Initial Business Response /* (1000, 6, 2015/12/08) */
To whom it concerns,
We have contacted the customer to attempt to clarify any confusion over this matter with him directly through email.
We have not yet received any reply but we have invited the customer to contact us directly should he...

wish to engage with us.
Thank you again for bringing this matter to our attention.
[redacted] S.
EA Worldwide Customer Experience
Initial Consumer Rebuttal /* (3000, 8, 2015/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It seams that EA believes by saying "Coming this August, you're going to begin building your new Madden NFL Mobile squad. Once this happens, your current team will be reset, putting everyone on an equal playing field." what does that mean??? why is there no mention of replacing what I payed for. why was I not given the option for a refund and to stop playing the game? EA says that they "informed" everyone that there will be a reset, but I haven't received any notifications in the app, or by email. in one of the emails that EA sent me after filling a complaint with Revdex.com, they said "External messaging exists to inform our customer's well in advance of the new season and an official article can be found at the following link as an example of this.
https://www.easports.com/madden-nfl/news/2015/mobile-increasing-ovr" No one knew that EA wrote this article because they did not announce that they will be writing an article saying that they will be resetting everything. everyone I know that plays the game was shocked that they reset everything without notice. CUSTOMERS ARE ENTITLED TO DIRECT CORRESPONDENCE FROM THE COMPANY WHEN IT COMES TO MONETARY ISSUES. CUSTOMERS SHOULD NOT HAVE TO GO DIGGING FOR INFORMATION! THIS IS THEFT!
Thank you again for your attention in this matter. I look forward to your response.
Final Business Response /* (4000, 10, 2015/12/11) */
To whom it concerns,
Thank you once again for your follow up on this case.
We have outlined the functionality behind the customer's complaint in our direct correspondence with him and to date, we have not received any reply.
If the customer would like to respond to our emails, or update his case directly (#XXXXXXXX) by logging into help.ea.com, we would be happy to engage further.
Thank you,
[redacted] S.
EA Worldwide Customer Experience
Final Consumer Response /* (4200, 12, 2015/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I just read EA's response to you, however it still does not explain or justify why i'm not being refunded, or why they did directly inform me. please advise to what to do next.
Thank you again for all your help with this matter. I really appreciate it.

We reached out to the customer and provided him the troubleshooting that would assist getting his content back.  We do not have access or decision over content on the Microsoft Store as that is where he purchased and downloaded his product and informed him to check with Microsoft on how to regain his purchased content from them.  Though the customer did not respond back to us, he is welcome to contact us at help.ea.com should he have any further questions or future issues.
Electronic Arts
Worldwide Customer Experience

To whom it concerns,
 
Thank you for bringing this matter to our attention.
We will get in direct contact with the customer and resolve this matter however possible.
 
Thank you for your time,
 
EA Help.

Initial Business Response /* (1000, 5, 2016/03/16) */
Hello Revdex.com,
Thank you for sending this case over.
I have investigated the customer's account and can see that a refund for The Sims Medieval is currently being processed.
Further assistance has been offered if the customer wishes to...

troubleshoot the problem.
Kind Regards,
[redacted] EA Customer Relations
Initial Consumer Rebuttal /* (3000, 8, 2016/03/17) */
Pardon, I hope this is the right e-mail, but I was told by the Revdex.com, after filing a complaint and getting the case number of XXXXXXXX if I was contacted directly by Electronic Arts, I was to notify the Revdex.com as soon as possible, and I was contacted by them this morning. They sent an email apologizing about the game, and that they couldn't help, but they have closed the case as I have requested a refund for the game under question, and it was a download for a Mac. If you respond, please contact the email that was used to send this message to you or contact the number (XXX)-XXX-XXXX.
Final Business Response /* (4000, 10, 2016/03/21) */
Hi Revdex.com,
I have reached out to the customer to offer further assistance if needed.
Kind Regards,
[redacted] W
EA Customer Relations

Complaint: [redacted]I am rejecting this response because: Ea failed to protect my account. The VIOLATED THEIR OWN privacy policy the moment they gave some russian guy access to my account. (more than ONCE I MAY ADD) constituting a violation of section VI) sub section  B) AND ALSO section VIII.   Ea MUST PROVIDE a level of commercially acceptable security to my account, and information included in said account, WHICH they failed to do so. If this had been a BANK they would be liable for any losses, and possibly punitive damages as well as pecuniary damages. GRANTED I may be responsible for the security of my account, I had taken every step I COULD POSSIBLY do to ensure the account was protected (and followed all advice given to me by EA advisors)  The fact that this individual was able to gain access a SECOND (possibly third) time through exploiting EA advisers constitutes GROSS negligence. The FIRST TIME I recovered my account, I had the whole thing suspended for a year before I was able to recover/use said account due to unseen circumstances. (you may have noticed attempts to get into said account during that time if you review chat histories) (keep in mind as well, eulas that were in effect at the time of account being compromised DO COME INTO PLAY in this situation) If it IS IN FACT ONLY the one title listed as "banned" then I dont see why you cant just give me a new guid, and be done with it. Sincerely,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], I was contacted by EA sports but they couldn't explain or provide me the proof as to why they banned my account ! The response from EA sports was not satisfactory . [redacted]

Our terms of service team asked the player to reply with requested information so we could locate their account. The player replied but did not give us any of of the requested info. If they require assistance with their account we suggest they fully read the e-mail sent from our Terms of Service...

team and provide the requested information. 
EA Worldwide Customer Experience

Okay, prior to my account being banned It was breached. A total of 6 times ! The location was shown to be in [redacted]. I do not live near [redacted] nor have I ever been. Whoever was able to access the account had their device saved as trusted. Unfortunately, I can no longer see this information because I had my email switched within this week, but I think this is something that should be looked into. I would also like to comment on my behaviour  on Fifa the the following weeks up to this. I did lots of squadbuilder challenges because of the abundance of players Ive received from free packs from the deluxe edition of Fifa  . From this I was selling some of small players for profits also some position changes, and chemistry styles , but nothing huge. I was also playing Weekend and received some coins and a couple packs from this. I also sold one of my Inform cards for 44k or 46k I actually lost coins on this The card was Mauro Icardi . My transfer profit isnt even In any sort of range to suspect of coin selling , which is 467,256k   and my match coins are 510,666.  Thank you for you time.

The player is welcome to contact our support at [redacted] if they are still having issues accessing their account.

We've reached out to this player regarding her request to close her Pogo account. At this time, her request has been processed and the account has been closed. Thank you for bringing this matter to our attention!

Initial Business Response /* (1000, 5, 2015/07/15) */
We have discussed the matter with the customer. The 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 /* (3000, 7, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After speaking with an individual who did not want to answer any of my questions, then told me my concerns were not valid because only a few people have complained about it, I could see the concern was not going to be handled. He told me to get accurate data if I wanted to complain, which to me tells me that they know it is a issue. After asking him to answer a question he informed me that he would not answer it, and I asked him if the conversation was recorded for quality assurance,he told me in fact it WAS NOT,then told me to contact their legal department with any other issues. Does that sound answered?
Final Business Response /* (4000, 9, 2015/07/20) */
We contacted the customer to discuss the issue. However, the customer response provided is not accurate. When customer states we said to get accurate data, this is incorrect as customer kept repeating the same question again and again and was asked to explain what the question meant before being able to provide an answer. The issue the customer is claiming with the game is not true and he was looking to get someone to admit it was by repeating the same broad question. He was asked if he was recording the phone call and disconnected when told the phone call was a direct call. Between the phone call and email sent to him, no Legal department was mentioned. Unfortunately, the response provided is inaccurate and there is no issue to address on this matter. However, should the customer want to constructively discuss the issue further, we welcomed him to email us with specific details on the matter for further investigation.
Electronic Arts
Worldwide Customer Experience

We have reached out to Holly to get in touch with us as we require additional information to help locate and assist with this issue.  Once she contacts us back, we will be happy to help with resolve the issue.
Electronic Arts
Worldwide Customer Experience

We have reached out to the customer to gather additional information and provide troubleshooting but have not heard back at this time.  Should the continue to experience issues, we request they respond back to our emails and we will be happy to investigate further.
Electronic Arts
Worldwide...

Customer Experience