Electronic Arts, Inc.

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

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 am rejecting this response because: Given the money and hours I've spent on the game, I find it completely unfair that everything I have worked for throughout the year was taken away from me due to something I did not do. I told EA, everything that I did regarding to the game and explained to EA that I did not in FACT buy coins yet EA does not give my items in game back. 
Sincerely,
[redacted]

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

Unfortunately, we are unable to assist further through this channel and we are unable to overturn a violation. As discussed, the customer will need to address the issue with EA Terms of Service team directly.  Details on how to do this can be found through this article on EA Help: [redacted]
Electronic Arts
Worldwide Customer Experience

Last night, I wrote a complaint to you regarding Vcom, in California. Thank you for your help! Even though they say on their website replies are to take between two to three days, I got an email today from them resolving my problem. I appreciate the help, and you can consider this matter closed. Thanks again.

We are 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 reversing the action taken on this account. EA Help is not be able to directly provide proof of violation, 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 [redacted].

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.

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]

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

We've reached out to this player to gather some additional information regarding the issue. We have have provided him with the EA warranty information as well as the contact information for XBOX Support, in case the player wishes to obtain a refund.

To whom it concerns,
 
Thank you again for responding.
As previously advised, the Terms of Service team are the only team that can investigate, review and discuss an account sanction.
If you wish to dispute this matter further, the only means to do so would be to follow the steps provided in our previous response.
These steps can be reviewed here: https://help.ea.com/en-us/help/account/information-about-banned-or-suspen...⇄ />  
Sincerely,
 
EA Help

Initial Business Response /* (1000, 5, 2015/05/12) */
To whom it may concern,
I have reached out to this customer and will be communicating with him directly to discus the concerns raised.
[redacted]
Electronic Arts Customer Experience

Initial Business Response /* (1000, 5, 2016/02/08) */
To whom it may concern,
Many thanks for sending this customer's concerns over.
I reached out to the customer and provided steps on how she can resolve her concerns, however; despite numerous contacts, I have not heard back from the...

customer.
Warm regards,
[redacted]
EA Customer Relations World Wide Customer Experience

Complaint: [redacted]I am rejecting this response because:
No evidence of my breach of terms of service has been provided, only the date which is too far in the past for me to recollect. As I know I am innocent I would be able to provide plentiful reasoning as to why the algorithm for coin selling flagged the transaction. I have not been given the opportunity to do this and as such I am walking on a tightrope I believe I should not be walking on.Sincerely,[redacted]

Initial Business Response /* (1000, 7, 2015/06/05) */
We are working with the customer on the issue and confirmed they are able to reach us should they have any questions.
Electronic Arts
Worldwide Customer Relations
Initial Consumer Rebuttal /* (3000, 9, 2015/06/09) */
(The consumer...

indicated he/she DID NOT accept the response from the business.)
EA Games has contacted me, but that's about it. There is still no technical fix to the Iron Force game, which requires a "strong internet connection". I have not been able to sign into this game via wifi for over 3 months and counting. The developer is extremely slow to respond to support requests (if at all) and there are no solutions or acceptable compensation for the glitchy game. In fact they recently admitted they have no fix-but they are still collecting money from everyone. I have made an offer to remedy my personal situation with many in-app purchases made unusable by their unstable and glitchy game, but there has been no response to that.
The customer service involved with Iron Force Android app is appalling. They simply [redacted]'t care whether the game works, if customers are getting what they pay for, or if they are offering decent service. The shortcomings of EA/ [redacted] are widespread and need to be fixed. Just look at social media and playstore ratings to see for yourself. I hope they get some different people and try to straighten things out in the near future
Final Business Response /* (4000, 11, 2015/06/17) */
We have discussed the matter with the player and the issue is being address while confirming the player is able to contact us should they have any questions.
Electronic Arts
Worldwide Customer Experience
Final Consumer Response /* (4200, 13, 2015/06/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The only solution offered by the maker of Iron Force was a much, much smaller amount of game diamonds or game cash, which did not compensate me nearly for the lost use of in-app purchases, burned fuel for games that won't load, and choppy play due to game servers and lack of wifi ability after a game update in early March. They were unwilling to get anywhere near my proposed solution even after I explained the extent of their often unplayable game going back to 2014.

We have taken a look at the account under the e-mail provided by the player and show no action taken against the account. If the player is running into issues connecting to their account they are welcome to contact our support at http://help.ea.com/contact-us. 
EA Help

Initial Business Response /* (1000, 5, 2015/05/21) */
Thank you for contacting us.
We have spoken to our Terms of Service team who confirmed they contacted you back on April 7th.
They have also confirmed that they will contact you again shortly.
Kind Regards,
EA WWCE Customer...

Experience
Initial Consumer Rebuttal /* (3000, 7, 2015/05/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is an outrage!I get the same response to an email from more than 3 months! Every time they tell me to wait, wait and wait ... This is outrageous because in four months will premiere a new game "FIFA 16" and I still [redacted]'t gets answers about this part of the game, is a scandal! EA Sports mocks clients dragging each case, thinking that if you pulled through the case to release new version of the game the problem will disappear and consumers will buy a new part of the game! It's a scandal! I want that EA Sports immediately answered my e-mail messages, now!
Sincerely
[redacted]
Final Business Response /* (4000, 9, 2015/06/02) */
Hello,
Our Terms of Service (account disputes) team are the only department who can discuss issues like the one reported in this case.
Their decision is final and if you would like to dispute this matter they can be contacted on the email previously provided ([redacted]@ea.com).
Regards,
EA Worldwide Customer Experience
Final Consumer Response /* (4200, 11, 2015/06/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Since February I wrote a few e-mails to the address [redacted]@ea.com, and still not getting any response. Could sir somehow accelerate? Since February I can not play .. I would like to apologize for breaking the rules, this situation will not happen again. I hope that you will keep humanly and help me in this matter.
Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2016/01/13) */
To whom it concerns,
Thank you for bringing this matter to our attention.
We are currently in a direct conversation with the customer and we are working towards a solution.
We will continue to resolve this matter him directly.
Best...

regards,
[redacted].
EA Worldwide Customer Experience
Initial Consumer Rebuttal /* (3000, 7, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have communicated with Electronic Arts and I have opened the Ports. This has not corrected the issue
Final Business Response /* (4000, 9, 2016/01/20) */
To whom it concerns,
Thank you again for updating us on this issue.
We have an ongoing case with this customer in which we are attempting to resolve this matter through troubleshooting.
We have been asking the customer to provide us with an update as per the instructions we have provided but we have not received any response from him since January 14th.
If this matter is to be resolved, we would ask that the customer continue to engage with us in the case through which we have been communicating with him previously.
If the customer is not seeing our responses, we would ask him to verify that his email's spam filter is not affecting our communication.
Thank you,
[redacted].
EA Worldwide Customer Experience