Electronic Arts, Inc.

To whom it concerns,
 
Thank you for bringing this matter to our attention.
I have reviewed [redacted] account and I can verify that this sanction has been reviewed on several occasions at this point.
Although we have already provided Lahiru with our findings, should he wish to dispute this...

sanction further, then his dispute must be made directly to our Terms of Service team.
Details on how to accomplish this can be found at the following link: https://help.ea.com/en-us/help/account/information-about-banned-or-suspended-acc...⇄ /> For further context, examples of activity which is not permissible in FIFA 17 can also be located here: https://help.ea.com/en-us/help/fifa/fifa-17/fifa-17-rules/
 
Sincerely,
 
Brian – Executive & Customer Relations
EA Help | [email protected]

If the customer wishes to dispute the account taken on their account, they can contact our Terms of Service department directly with any relevant information to dispute the action, as outlined here: [redacted]This is the only means to have this particular matter resolved.

Initial Business Response /* (1000, 5, 2015/07/15) */
We've reached out to this player to provide him with the information he needs to follow up and dispute the Terms of Service action taken on his account.
Sincerely,
EA World Wide Customer Experience

We have contacted the player to resolve the issue. 
- EA Worldwide Customer Experience

Initial Business Response /* (1000, 5, 2015/05/11) */
Dear [redacted],
Thank you for getting in touch.
We have now reached out directly via the email address provided to address this issue.
Kind Regards,
EA Worldwide Customer Experience
Initial Consumer Rebuttal /* (2000, 7, 2015/05/12)...

*/
(The consumer indicated he/she ACCEPTED the response from the business.)
I would like thank You Revdex.com and EA. My case was resolved in one work day! I have full access to my account again. Thank you very much!

Complaint: [redacted]I am rejecting this response because:  i have gone through the support desk and have a case in process (case #[redacted]).  I was working with a specialist, [redacted], and then my case was transferred to [redacted] B because [redacted] is out for an extended period of time with health issues. [redacted] was very helpful and responded to all of my contacts through email. I have since sent [redacted] several emails with no response in the last two weeks. I am just asking for the content back that I lost due to my account being compromised by another player. The case has been going on for 6 weeks with no resolution and no communication in two weeks. I would be happy to resolve this complaint if someone can help me get my stolen content backSincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I emailed [redacted], I thoroughly explained my situation and how much the game means to me and also what may have happened without my knowing. Also regarding that absolutely no third party was dealt with, every pound I have spent has gone directly into EA's pocket, Regardless of the £1500+ they have taken from me they still will not show any remorse nor have they shared any details of the investigation. I have been scammed, if this is not resolved I will start a online campaign and advertise what has happened to me and why absolutely nobody at all should be spending their hard earned money on FIFA ultimate Team whatsoever, it is a scam and the company (like the thousands of others this has happened to) should not be trusted nor are they human in their dealings with you . I have never in my life been treated like this and thrown to the side purely due to the fact that my money has already been taken. I am cancelling my EA access and selling my copy of FIFA and never in my life will I buy another EA game. I am thoroughly disgusted. Sincerely,[redacted]

To whom it concerns,
 
Thank you for bringing this matter to our attention.
FIFA sanctions are applied to an account in the event that the terms of service for the title have been breached.
As per the following link, activities such as currency trading between accounts is against our terms...

of service.
These rules can be reviewed here: https[redacted]
 
If the customer wishes to dispute this sanction further, they can contact our Terms of Service department directly and provide us with any information relevant to dispute the action by follow the steps outlined here: [redacted]
This is the only means to have this particular matter resolved further.
 
Sincerely,
 
EA Help

Greetings all, Many thanks for your update. As mentioned to the player and given the sensitive nature of this issue, we have a dedicated team who is 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 "[redacted]". Additional information regarding this process can be found by following the link below.[redacted] Customer service are not in a position to expedite or affect Terms of Service investigations so contacting the [redacted] would again be the best and our recommended course of action.Thank you for your time and understanding in this matter.Kind regards,-[redacted] – Customer Relations -EA Help |

To whom it concerns,
We are still in direct contact wit this customer and we are discussing a resolution and compensation where applicable.
The case is ongoing but we expect it to be fully closed soon.
Thank you again for your time,
 
EA Help

Initial Business Response /* (1000, 5, 2015/07/28) */
We have reached out to the customer and provided troubleshooting to help assist with the issue. We have not heard back from her since but welcomed her to contact us should she still have trouble with the game and confirmed she is able to reach...

us.
Electronic Arts
Worldwide Customer Experience

We have responded to the customer and the issue has been addressed.  Should the customer have any other questions or issues, they are welcome to contact us at help.ea.com and we will be happy to assist.
Electronic Arts
Worldwide Customer Experience

Initial Business Response /* (1000, 5, 2015/07/21) */
We have contacted the customer and will address their concerns directly.
- EA Worldwide Customer Experience
Initial Consumer Rebuttal /* (3000, 7, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the...

business.)
The business did not help me at all. They did not address my concern. My issue has not been solved. I am disappointed with EA because they did not even try to resolve the issue.
I would like the Revdex.com to contact the business letting them know I have not been satisfied one bit.
Even if I do not receive compensation, I would like the players missing to be returned to my account. It is unacceptable that they will not fix the problem.
Final Business Response /* (4000, 9, 2015/07/27) */
We were not able to satisfy the players request in this case. The player has our direct contact information in the event they wish to contact us again regarding this or other matters.
- EA Worldwide Customer Experience
Final Consumer Response /* (4200, 11, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
EA did not resolve this case for me. I don't believe they should get away with this. I am missing players and collectibles from my account and that is a serious problem they have to fix.
I e-mailed back and forth with Collin Cannaday, in EA Customer Relations. He told me one of the reasons he couldn't solve this case is because of the compensation he offered me last time. That's absurd that he would talk about compensation from another case.
Revdex.com, I would think it appropriate for you to contact EA and let them know it is necessary for them to return the missing items back to my account.

Initial Business Response /* (1000, 7, 2015/12/16) */
To whom it may concern,
We have reached out to the customer on the 1st of December and are in contact with them directly and assisting with their issue.
Kind regards
[redacted]
EA Customer Relations

We've contacted the player to let them know the results of the investigation and what we've done to rectify the situation. Thank you for bringing this matter to our attention.

Complaint: [redacted]I am rejecting this response because: I want a proper resolution and I want to talk to a human over email. They are sending me some template email and that is also automated where I cant reply back.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/07/31) */
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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and even though there is still issues the business and I working together to resolve I find that this resolution is satisfactory to me. 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

Attempted to contact via e-mail and phone provided. We were unable to reach player at this time. We have e-mailed the player our contact information so they may contact us if they still require assistance. 
Electronic Arts World Wide Customer Experience