Electronic Arts, Inc.

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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have received no messages to the references email.  I will call them today and see what happens. Sincerely, [redacted]

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 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, 2016/01/16) */
To whom it concerns,
We have reached out to this customer concerning their expired product code issue through our internal customer support tools.
Thank you for bringing this to our attention.
Regards,
Electronic Arts Customer...

Experience

The game can be played without in-game purchases but does require investment in time to learn skills to improve yourself in the game. As stated before we appreciate his feedback.
Electronic Arts Worldwide 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]

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]

I regret that we would not be able to assist further with this query, as the Terms of Service team have provided their final resolution in the case and will not be removing the action from this account. EA Help is unable to overturn any decision, or provide detailed information.
EA Help would not be able to directly provide proof of violation and action taken, as this is something only the Terms of Service team is privy to. 
We ask the customer to contact the Terms of Service team directly with their queries at [email protected]. 
[redacted]

The initial issue described in the report is being worked on by the Pogo Team to get resolved.  At this time, should the customer have any other issues, they are welcome to open a case at our Help Site at help.ea[redacted].  When filing his previous cases, he was selecting the option to report a bug which does not provide an option to receive a callback.  However, should he need technical assistance, he will be able to get the callback option by selecting the correct categories for his issue such as technical assistance and we will be happy to reach out by phone and help assist.
Electronic Arts
Worldwide Customer Support

Complaint: [redacted]I am rejecting this response because:I was already punished for that TOS violation with a coin wipe on  Fifa 16 and got a warning email. After that I purchased a new game (Fifa 17) and Fifa Points for it. Why would I deserve another sanction and this time forbidding me to play to any EA games or to even access to the content that I have purchased?
I have been playing legitimately to Fifa 17 and Battlefield 4, I just want to play those games with the content that I purchased. I can't believe that you are banning me after two months, without any new violation and having spent almost 200 euros on a new game.
Sincerely,[redacted]

We are responding to this player and collecting feedback for our support processes. 
- EA Help

Initial Business Response /* (1000, 6, 2015/11/02) */
To whom it may concern,
Many thanks for sending this customers concerns over to us.
I have spoken with the Terms of Service Team who confirmed that these restrictions were placed onto the account correctly. Any queries relating to the...

restrictions can only be discussed with the Terms of Service Team, I have provided the customer with their contact details.
Kind regards,
[redacted]
EA Customer Relations World Wide Customer Experience

Complaint: [redacted]I am rejecting this response because:
I am writing in regards to my open complaint with EA Sports Gaming. I have been contacted by the company but I am far from satisfied with the help and or support I am receiving from the company. I have been told that they are "trying to resolve the issue". They have also implied that there may be a misunderstanding on my part and that I do not have the items I have been referring to. This is wrong. I have sent EA pictures and videos showing what the issue I am having is but they are attempting to deflect the blame back on me. Any further help is greatly appreciated. 
 
Thank you. 
[redacted]

Complaint: [redacted]I am rejecting this response because:  Their description of the topper is a lie.  Attached is a screenshot from the game showing with the topper description highlighted.Sincerely,[redacted]

To whom it concerns, 
 
Thank you for bringing this matter to our attention.
Having reviewed the account linked with the email address provided b the customer, I cannot verify any FIFA titles present.
I also cannot verify any contact being made from the customer since 2015.
 
We...

will contact the customer directly to gather the correct details and resolve where possible.
Thank you,
 
EA Help

Complaint: [redacted]I am rejecting this response because: I have provided all identifiable information requested by EA and have emails stating they have located my conversations with EA customer service.Sincerely,[redacted]

We have addressed this matter under Revdex.com Report Complaint #[redacted].  As discussed with him in his last report, we do not have a method to refund, credit, or do anything with transactions through Microsoft.  Additionally, we have addressed the issue with him regarding the focus of...

the game and explained that it has lined up with the comments made publicly about the game.  Due to this, the issue has been addressed and can confirm he is able to reach our Customer Support.
 
Electronic Arts
Worldwide Customer Experience

We are in contact with the customer and the issue is being investigated. While we don't have an immediate fix, we are working to have the matter addressed as soon as possible. 
Electronic Arts
Worldwide Customer Experience

Initial Business Response /* (1000, 5, 2015/09/02) */
Greetings,
This is [redacted] from our customer relations team in EA, I'm getting back in touch with you in regards to the issues you are encountering on Madden 16.
First of all I apologize for any inconvenience caused while playing our game....

I fully understand how a user as passionate ** yourself can be frustrated as you have been playing the madden franchise for years now. I myself play some of our other EA sports titles and I now my expectations are very high every year upon release.
As we do not want a passionate [redacted] as yourself to leave our franchise and we would like provide assistance when possible. If you provide us a detailed on the issues at hand we may be able to look into them and help.
In regards to the refund request, unfortunately we are unable to grant any microsoft points or provide a monetary refund. We have no visibility or mean to intervene over microsoft transactions.
These transactions take place through your console and only microsoft/xbox are able to process these requests.
If you get back to us with further details we will more than happy to work with you.
Kind regards,
[redacted].
Initial Consumer Rebuttal /* (2000, 7, 2015/09/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hello [redacted],
Thank you for replying to my e-mail. I am sure that I sent a reply to your message a few days ago but haven't received any messages from you regarding my issue so I am going to assume that you did not receive my reply. I am unsatisfied that EA has not resolved the glitches that continue to plague the game during online MUT. You explained to me that EA is unable to process monetary refunds and is authorized to issue Microsoft points. I would like to have Madden 16 currency that is equal to the amount that I spent
On my copy of Madden 16 (69.99) plus California sales tax.
Final Business Response /* (4000, 14, 2015/09/14) */
Hello Revdex.com,
Please note that this is a duplicated complaint from the same user. We are currently assisting the customer via another Revdex.com as below:
https://goldengate.app.Revdex.com.org/complaint/view/XXXXXXXX/b/375af7cd30
We have requested that the customer close this Revdex.com as to avoid the duplication of information.
Thank you.
Ben,
EA Customer Service.
Final Consumer Response /* (4200, 16, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If you read the details it clearly shows that this complaint is not a duplicate. It is a software glitch and customer negligence complaint. I will continue to seek acceptable compensation from EA.