Electronic Arts, Inc.

Initial Business Response /* (1000, 5, 2016/01/26) */
We've reached out to the player to gather some additional information from him regarding the issue and what troubleshooting steps he has already tried. We've provided him with additional troubleshooting steps, as well as the steps for contacting...

our customer support staff.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Requesting complaint closure for case [redacted], it has been resolved.Sent from Yahoo Mail for iPhone

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]

HelloThank you for sending this along to us. We have reached out to the customer directly through our own support channels to address this issue with them.Regards

Initial Business Response /* (1000, 5, 2016/02/03) */
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 Business Response /* (1000, 5, 2016/02/09) */
Hello Revdex.com,
Thank you very much for bringing our customer concerns to us.
I have reached out to the customer and discuss the matter with him. The customer has advised that the information he had was not from EA but from a 3rd party. We...

have confirmed the correct information with the customer and now consider this matter closed.
Thank you.
EA Customer Relations.

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:They are still wrongly acausing me of coin selling which I wouldn't as iam a loyal person to the fifa franchise. I would like some proof of what they have accused me of and if they cannot because I have not been taking part in these malicious acts, I would like them to reinstate my account and give sufficient compensation.Sincerely,[redacted]

To whom it may concern,Many thanks for sending this players concerns to us.
I have reached out to this player and addressed the concerns raised, as such; we consider this matter resolved. 
Thank you for your time and understanding in this matter.Warm regards, [redacted] – Executive &...

Customer Relations

To whom it concerns,
 
Thank you again for your update.
We have been in an ongoing dialogue with [redacted] to clarify the details around the transaction in question.
Our logs indicate that all transactions have been fulfilled and we cannot find any issues here thus far.
We have provided these details to [redacted] and have invited him to respond to us should he have any further concerns.
 
Thank you for your time,
 
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. I was contacted by EA the representative said that "if" I am willing to work with him he will try to find a solution. I replied stating the issue and, said that I am willing to listen and, work with him. I will report back to you as soon as I find out what EA is willing to do. Thank you very much for all your help with this I really appreciate it.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/06/15) */
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, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the...

response from the business.)
The response from Electronic Arts is totally unacceptable. For 6 months Electronic Arts has promised a resolution to this product defect. On multiple occasions Electronic Arts' customer service has promised a software update to resolve this issue, but now their response vaguely references a "future iteration" instead of a firm commitment to resolve the issue.
Electronic Arts' blatant disregard for product quality and customer satisfaction is reprehensible. Customers have paid full price for a fundamentally broken product, only for Electronic Arts to rescind continued promises to resolve the defects.
Electronic Arts' behavior is deplorable. Releasing a flawed product into the market demonstrates a lack of respect for their customers. Refusing to fix acknowledged defects for more than 7 months clearly shows their apathetic approach to customer service.
This complaint against Electronic Arts represents the first time I have been required to take formal action against any company. Electronic Arts' customer service and response to this complaint have been wholly substandard. It is clear that the company has neither the ability nor the desire to release high-quality software and back it with competent customer service.
Electronic Arts was named "Worst Company in America" by Consumerist magazine in both 2012 and 2013. The company's actions with respect to this specific issue have been appalling, and have made them (in my opinion) front-runners for "Worst Company in America" for 2015. Because the company has made it clear that they do not value me as a customer; I do not have any recourse against their atrocious behavior other than to shun their products in the future.
Final Business Response /* (4000, 9, 2015/07/06) */
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, 2015/07/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Electronic Arts' response is nothing more than empty words. The company has released a defective product and does not care to satisfy legitimate customer complaints. It has been nine months since this major flaw was reported to Electronic Arts. Their inaction speaks to their lack of respect for their customers.

Complaint: [redacted]I am rejecting this response because:
Everything stated above is wholly untrue. I will attach as many emails as necessary to show that:
1.) I am not free to contact them. In fact, I've been told in numerousbe mails that I will no longer receive a response from them on this matter. 
2.) I was found to be in violation of terms of service, yet I have read and reviewed TOS several times and I have not violated any of it. Direct question: What did I do to violate TOS? I have asked this multiple times and am sent a copy of the terms of service and told I won't be receiving any further responses. What have I done to violate TOS? Furthermore, how can you still find me in violation after a review when I did nothing in the first place. 
3.) I asked a very simple set of questions, to which I received no response. The most important of which is CAN I USE COINS TO BUY AND SELL MUTHEAD CREDITS? I've spent thousands of dollars here and am asking one question that I deserve an answer to. 
Where am I wrong for having thousands of dollars in content taken from me after doing nothing wrong and wanting answers? Am I reinstated? Yes. But this will be a very short lived exercise if it takes no evidence or explanation to get rid of me again.
Below is is an example of an email correspondence where I am essentially told that nobody cares and to go away. It also shows I won't be told what I did wrong and whether or not I can use MUTcoins to acquire MHC, along with every other question I asked being completely ignored.
 
[redacted] begin email
Hello,We received your latest message regarding the action taken on your account. We have performed all investigations possible on this issue and will not reverse the decision.Please do not expect further responses on this matter.Thank you,EA Terms of ServicePetition history: On 08-01-2016 you asked EAGAMES support:  Suspended account- Madden 16- [redacted]        Madden 16-[redacted]   <br>You didn't address a single question I asked. I did not ask you to review anything on my account. I asked you seven questions and this was your response:   We received your latest message regarding the action taken on your account. We have performed all investigations possible on this issue and will not reverse the decision.  Please do not expect further responses on this matter.  Thank you,   EA Terms of Service   This is once again unacceptable. It's also unsurprising. I'm asking for help in answering questions. Please understand that telling me you won't respond to me isn't shooing me off. It's only motivating me more to seek out fairness for a grave injustice. I only ask that you answer my questions. What is unreasonable about that? Sadly, I'm a shareholder in your company. What is most unsettling about your actions are that you/your department will ultimately cost EA money. And that is never ever a good thing. I'm sure somewhere deep down inside, you might get a kick out of messing with people who've done nothing to personally wrong you in any way. Maybe it's fun for you to get irate responses from people that you refuse to have an actual discussion with. Hell, I don't know. What I do know is that I won't stand for it. I am a consumer of your product, and as such, do have certain entitlements, such as getting answers to questions that directly impact the product you are supplying. This will be my last communication with you. If I don't get some answers to very simple and reasonable questions, you won't be hearing from me again and I will simply seek recourse via a means that will actually do something that again, you as the supplier of a product/content that I am paying for, have to share. As long as you, as a company, are operating out of the United States of America, you can't hide from, nor can you simply shirk, these responsibilities.     Petition history: On 07-30-2016 you asked EAGAMES support:  Suspended account- Madden 16- [redacted] <br>    [redacted]        Madden 16        [redacted]        [redacted] <mailto:[redacted]> <mailto:[redacted]>           Online purchase        Suspended        Account suspended         Dear Account disputes team:   I would like this email to actually be addressed. The canned responses have been unacceptable thus far, and an expectation of being able to get answers to very simple questions really shouldn't be asking too much. So this time around, I will number my questions, and leave plenty of space between so that I may receive a response. The questions number seven in total.   1.) I have reviewed the TOS front to back. In fact, both myself and my legal counsel have reviewed your TOS and we fail to see where I am in breach or working outside the terms and conditions. Please explain what exactly I did that violated your TOS.    2.) why was I not given the opportunity to defend myself when you took action against my account?   3.) How can your review my account a second time, and still find me in violation of TOS when I was t in violation in the first place?   4.) Nowhere in your TOS do you outline that you can act on my account without cause. This essentially means that I am entitled to a reason as to why my account was suspended. You have the choice to hide behind the veil of the response "you violated TOS" in emails, but this has no legal grounds whatsoever. Outside of an email to threaten a customer, this holds up nowhere.   5.) Can I use coins to obtain MutHead Credits? Is this within TOS or not? I ask, because if this is not true, my legal interests shift from EA to muthead, so I need an answer to this question. [redacted] This is a direct question, that I, a paying consumer of your product am asking you, a for profit, publicly traded, company with whom I have not only an expectation but also a right to be informed of.    6.) why, when we are talking about thousands upon thousands of dollars I've invested into this game, can I not receive so much as a phone call from you so that we may discuss this matter? What you're opting to do isn't illegal. I do think it is unethical from a business perspective, and also bad business practice. That said, in still requesting a phone call at [redacted] <tel:[redacted]>  to further discuss this matter.  7.) You have found me in violation of the TOS, so it is only a matter of times before I make a MHC transaction somewhere along the way that gets me permanently suspended. What advice might you offer to help avoid this? Just so you all know, I plan to announce to account disputes every time throughout the day that I make an MHC transaction, so as to  better my chances of not getting banned, or at the very least, have either EA or Muthead in a very compromising position, depending on which entity isn't dealing/speaking in earnest.   Lastly, I want to make myself very clear. I'm not some helpless teenager that is going to go away and be happy my account is back. I understand the consequences, repercussions, and potential ramifications of  EA keeping a strike on me, and it's wholly unacceptable. I have done nothing to violate TOS, unless MHC transactions are a violation. If this is the case, fine, but I am disclaiming to you in this email that I am continuing to buy content in your game with the understanding that I can, in fact, make MHC transactions, and you have continually allowed me to believe this by not correcting me at any point.   Please, I have appealed to you in every way possible to get some answers here. I'm just asking for help. EN - EA Terms of Service Correspondence will follow shortly.  Sent from my iPhone
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:They did...

nothing to help me besides tell me to make new characters for the SWTOR MMO for which I am paying subscriber. I have spent years (literally) working on some of these characters and they didn't even call me on the phone, they just did things by email. I did find a phone number in the first email they sent which I called yesterday and left a message asking for phone contact. I really would prefer to speak to someone from their company on the phone about the problem I am having with the product (SWTOR). Please let them know I am not trying to be/sound aggressive here I would just greatly like some real help on this (over the phone). Thank you for your aid, and have a nice day.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. Sincerely, [redacted]  How long will it take to resolve this issue?  It has been 10 days of this same issue from the time they first contacted me.

Our prior response still stands. If the player wishes to dispute the action taken they will need to contact the EA Terms of Service team directly.For more information on how to contact their team, please visit our article on EA Help: https://help.ea.com/en-us/help/account/information-about-banned-or-suspended-acc...⇄ regards,Electronic ArtsWorldwide Customer Experience

Initial Business Response /* (1000, 5, 2015/09/18) */
Dear [redacted], Revdex.com,
Thank you for bringing this matter to our attention. I apologize for the issues you're encountering with Madden 16 and I will do my best to address these.
However firstly, I would encourage you to contact our customer...

service team via our dedicated support website (help.ea.com) before submitting a Revdex.com. Our support team would be more than happy to investigate and troubleshoot any issues that you're encountering.
In regards to your specific issues, I have reached out to you directly on the email address provided on this Revdex.com. If you could view this at your next convenience that would be most appreciated.
I look forward to hearing from you.
Regards,
[redacted]
EA Customer Experience

Initial Business Response /* (1000, 5, 2015/07/09) */
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

This customer's case is currently being investigated by our Terms of Service team and the FIFA Studio, and regrettably Customer Support does not have an estimated time for when the investigation will be completed. Once we have determined what has transpired with this players case, we will be in contact to let them know the outcome of the investigation. If this customer wishes to appeal the action that has been taken on their account, they will need to contact our Terms of Service team, and the customer has been advised of the correct email address for this purpose. Regards,EA Customer Support

We have been attempting to reach this player to resolve this issue but the player has not responded on the aol address they provided us. We will reach out to this player and resolve the issue today. Thank you.
- EA Help