Electronic Arts, Inc.

Initial Business Response /* (1000, 5, 2015/10/13) */
Dear [redacted], Revdex.com,
Thank you for bringing this matter to our attention.
I have reached out directly to [redacted] via the email address provided on this Revdex.com, if you could view my correspondence and reply at your next convenience that would be...

most appreciated.
I look forward to hearing from you.
Regards,
[redacted]
EA Customer Experience

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

We have reached out to the customer to investigate the issue but the customer refuses to provide us the information for his account or discuss further the flaw he is experiencing.  Due to this, we have closed the case on our end but welcomed the customer to get in touch with us should they want...

to further investigate and troubleshoot the issue with us and we can confirm they are able to reach us.
Electronic Arts
Worldwide Customer Experience

Initial Business Response /* (1000, 5, 2016/02/29) */ Greetings, Many thanks for your report. I was very sorry to hear of this customer experience and do hope a resolution can soon be found. I have contacted this customer directly via email and have taken personal responsibility of this matter....

Thank you for your time and understanding in this issue. Kind regards, [redacted], EA Customer Relations World Wide Customer Experience.

Initial Business Response /* (1000, 7, 2016/03/01) */ 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.

To whom it concerns,
 
Thank you for bringing this matter to our attention.
I have reviewed the account bound with the email address and I cannot locate the contact the customer describes in his message.
We will contact the player through the email provided in order to gain the case number...

and resolve this matter further.
 
Sincerely,
 
EA Help

Complaint: [redacted]I am rejecting this response because:
 
A representative called me yesterday 7/28 and ignored my direction for an email exchange. They at least provided me...

with an email touching on a few points of what we discussed as well as providing a link to their policies. 
 
Although the representative was pleasant on the phone, he indicated that they were going to do nothing to help me in my situation to make me whole again.
This perplexes me for two reasons which are both contained within his email response. The first of which reasons is that they have openly admitted to altering the character performance levels which validate my original complaint of the company altering their products after purchase resulting in an entirely different experience during game play. The second reason is contained within the link if their policies that he emailed me. It states, "...EA Virtual Currency is non-refundable unless expressly authorized by EA in writing or otherwise required by law." I have, in my possession, an email that directly expresses an approval for a refund that was received directly from a representative of their company. Out of convenience for them, they are now electing to not acknowledge this email.
I stand by my assertion that they are engaging in unethical and misleading business practices. I am still asking for the company to make good on their promise of a full refund. 
Sincerely,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is unsatisfactory to me. they were to greedy to give me a full refund from a fraudulently advertised product claiming to off the top tier of access for 80$ dollars then to discover limitations within the parameters of the game/firmware during gameplay, Electronic Arts is a Greed based organization assuring to oppress gamer's with their rules and policies and I'm going to assure you that I will repeat this message to the Revdex.com so people will learn that the issues they have will not be resolved to the satisfaction of the purchaser of your product and only designed to protect yourselves hence not to satisfy people that buy your products. Once again I will assure that I will not purchase any of your products I clearly paid for the top tier you offered just to end up being forced to spend more, A suggestion to the is in marketing " TELL THE TRUTH" in detail about your product.
Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/11/18) */
Hi Revdex.com,
Thank you for bringing this case to our attention, I will reach out to the customer and do my best to resolve this issue.
Kind Regards,
[redacted] W.
EA Customer Relations.
Final Business Response /* (1000, 8, 2015/12/03)...

*/
Hello Revdex.com,
After reaching out to the customer we have resolved the issue and now consider this case closed.
Kind Regards,
[redacted] W.
EA Customer Relations

Initial Business Response /* (1000, 5, 2016/02/25) */
To whom it may concern,
As these purchases were made on the Sony PlayStation store we have no refund capabilities.
The customer will need to reach out to Sony directly to address their concerns with them and Sony can advise on their...

refund policies.
Kind regards
EA Customer Relations.

To whom it may concern,
Many thanks for sending this players concerns to us.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 account 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

Initial Business Response /* (1000, 5, 2015/06/16) */
We are investigating the issue and will address a solution in any future iterations should there be similar circumstances in the mode.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the...

response from the business.)
Because it is exactly the same thing that they have been telling us since we detected the bug, they are not giving us an estimated fix time, they are just telling us thwy are investigating and haven't done a thing to fix it or to even communicate with us.
Final Business Response /* (4000, 9, 2015/06/22) */
We've provided the information available around this situation and have confirmed that our FIFA team is currently investigating it. Updates will be provided to our users when they become available, but we [redacted]'t have further details at this time.
Final Consumer Response /* (4200, 11, 2015/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No you did not provide any useful information to any of the users who is experiencing this problem, you only care about FUT, because how come you can update FUT but can not fix a simple thing like this? It's incredible how horrid your customer service is to non-FUT players, I will not close this case. Please tell if you plan to fix this or not, instead of just keep us waiting. A lot of people will stop buying your products because of your customer service, seems like you [redacted]'t understand that you should make customers happy and even if you are not going to fix the issue, communicating with us would make us happy

Initial Business Response /* (1000, 5, 2015/10/10) */
Hello Revdex.com,
We have discussed this case with the user & it has been reviewed by our experts. We consider this closed and have informed the user of this update.
Kind regards,
[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. I would also add that the representative that helped me with this matter was extremely prompt, friendly and gave me the up most regard to my situation and in-turn made this a enjoyable experience. [redacted]. was the representative that assisted me and I greatly appreciated her overall attitude and courteousness. 
Sincerely, [redacted]

Hello Revdex.com,
 
Thank you for forwarding the customers response. 
 
As discussed with the customer, we in Customer Services are unable to discuss the ban and have asked our customer to speak directly with our Terms of Service team as they will provide the reasons as to why action has been taken on the customers account. 
 
As we have provided this information to our customer on many different occasions, we now consider that matter closed and request that they speak with our Terms of Service department by email at [redacted]
 
Thank you,
 
[redacted]
 
EA Customer Relations.

To whom it concerns,
 
Thank you for bringing this matter to our attention.
I have reviewed the account linked with the email that has been provided in the customer's contact.
I have verified that we have received a sanction dispute on that account, however this in not the account on which...

the sanction/title exists.
It seems likely that the customer has not raised his dispute from the correct email address which is linked to the account on which the sanction/game exists.
 
In order to resolve this matter, the customer will need to contact us again to dispute his sanction, but the contact will need to be made from the email address of the account on which the sanction and game are present.
Once this contact is received by us, we will be able to properly review the sanction and update the customer as per it's outcome.
 
Thank you,
 
EA Help

Initial Business Response /* (1000, 5, 2016/03/18) */
Hello Revdex.com,
Thank you very much for passing on our customer concerns to us.
I am delighted to advise that I have reached out to the customer and and assisted them in resolving their issue.
We now consider the case closed on our end....


Thank you.
[redacted],
EA Customer Relations.
Initial Consumer Rebuttal /* (2000, 7, 2016/03/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted], the EA representative who reached out and called me reestablished my hacked account which contained all the EA licensed games my children had digitally purchased and downloaded through EA or the Origin Client. My faith in Electronic Arts has been restored but as I stated in their followup survey, bring back your email and telephone support for the countless customers that have stood by you for years purchasing your software games and faced frustration contacting you for help. Thank you [redacted].

We will investigate this issue, and take any appropriate action in accordance with our policies and procedures. Please be aware that due to our privacy policy we are unable to discuss any actions taken against another player’s account.

Greetings,
 
Many thanks for your report. I was very sorry to hear of this players experience and do hope I might be able to provide some guidance.
 
The customer support team here at EA and be contacted in a number of different ways by our players.
 
Players can visit...

help.ea.com, log in, and click the contact us tab on the top of the page. From there, they will be asked to provide a short summary of their issue and after a few clicks, presented with an how they wish to contact the team.
 
1. Click to call. Here, the support team will call you back over the phone. Simply provide a convenient contact number and as soon as an advisor is free, we'll place a call to you.
2. Live chat. If you rather contact us over chat, no problem! Choose this option and after an estimated wait time is provided, you will be in a live chat session with a colleague.
3. Email. Best used for less urgent matters, this method will result in a member of the team review your concerns and reply back as soon as possible.
 
I do hope the above provides some guidance as to how best contact the team. I will also place a call to this player a little later today to make sure our reply is received and offer our assistance should they require it!
 
Many thanks for your time and understanding in this matter.
 
Kind regards,
 
[redacted]. – Customer Relations- EA Help |

Complaint: [redacted]I am rejecting this response because: My email is different from my account. My psn id is [redacted] I have been a loyal customer for a very long time. I still have not received word from the terms of service team. I get the same automated response every time and it is horrible customer support. I wish to be contacted by an actual person on the tos team so I can prove I did not break any rules.Sincerely,[redacted]