Electronic Arts, Inc.

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

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, 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

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

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, 2015/07/09) */
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

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

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 |

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.

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]

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.

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

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]

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]

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

Complaint: [redacted]I am rejecting this response because:
the issue has not yet been resolved. So far all that has been accomplished is contact with an actual human  
Sincerely,[redacted]

Again, this issue is in relations to a Terms of Service account violation. We have reviewed the correct account, but regret that we cannot assist the user further with this query. Any player who has been suspended or banned from an EA title must contact the Terms of Service team directly to dispute this or request more information. EA Help and support cannot overturn the action or provide detail about the issue, as these sensitive matters are handled only by the Terms of Service team.
We ask that the player please contact the Terms of Service team directly.
When contacting this team, please be sure to provide all the required information. For details on this, please see our article on EA Help "Information about banned or suspended accounts": 
 
 
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted]. While I am unsatisfied with the business's handling of the issue (it was this department's failure to fix the issue that caused me to contact the Revdex.com) it appears that the notification I received about a permanent ban was a mistake and the time of my temporary ban has expired.
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]