Electronic Arts, Inc.

If the customer wishes to dispute the action taken on their account, they can contact our Terms of Service department directly with any information relevant to dispute the action by following the steps outlined here: https://help.ea.com/en-us/help/account/information-about-banned-or-suspended-acc...⇄ is the only means to have this particular matter resolved. Thank you for your time and understanding in this matter.

Initial Business Response /* (1000, 10, 2015/06/19) */
Dear [redacted], Revdex.com,
Thank you for bringing this matter to our attention.
I've looked into this and I can see that you have previously contacted us in regards to this issue, as informed you will need to contact our Account Disputes team if...

you need any additional details about any action taken, or if you wish to appeal. Only this team will be able to comment further on this matter.
They can be contacted on the following email address: [redacted]@ea.com
I'm afraid we won't be able to comment any further in regards to this matter and I would highly encourage you to contact the above address.
Regards,
EA Customer Experience
Initial Consumer Rebuttal /* (3000, 12, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the email I received from the company yet as of 6/24/2015 my account is still suspended. I have contacted them through email 8 times, talked to customer service reps three times. The emails have gone unanswered after receiving the one below. The customer service reps always promise me of my account reinstatement only my account is never reinstated. Now they won't answer any on my emails on this matter.
Terms of Service Correspondence will follow shortly. PF [redacted]@ea.com ([redacted]@ea.com) Add to contacts 6/19/15 Keep this message at the top of your inbox To: [redacted]@hotmail.com [redacted]@ea.com Dear Customer, Product Name: Madden 15 Thank you for contacting us regarding the action that has been taken on your account. We have now completed our investigation into your complaint. After reviewing your case, we can see that your concerns are valid and justified. We will take great care to ensure that this does not occur again in the future. Your Account is active to play once more. Please do not farm Seasons games by matchmaking with a friend to grant 'free' wins anymore. We will make sure to pay close attention and will monitor your game play going forward. It could take up to 48 hours to activate your Ultimate team. Thank you for your diligence in bringing this matter to our attention. As a valued customer, your feedback is very important to us. Yours sincerely, Ian EA Terms of Service Petition history: On XX-XX-XXXX you asked EAGAMES support: Persona: [redacted]67
Game: Madden 15
Platform: xbox
Final Business Response /* (4000, 14, 2015/06/25) */
Good Morning,
Thank you for bringing this matter back to our attention. From reviewing our internal records we can see that at this time proper access should have been restored to these accounts in accordance with the information that has been provided.
We would invite the customer to verify this at this time and should there be any further concerns to contact us via help.ea.com and one of our staff will be happy to assist in addressing any and all concerns that may be present.
Best Regards,
EA Customer Relations World Wide Customer Experience
Final Consumer Response /* (2000, 16, 2015/07/01) */

After investigating the violation on the account, we have determined the correct account action has been taken.  We cannot assist further through this channel, nor can we overturn the violation. 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: [redacted]Best regards,Electronic ArtsWorldwide Customer Experience

Complaint: [redacted]I am rejecting this response because: once again the matter is not resolved and I have no access to my account which I paid for. My account was compromised st the time the terms were broken and this was reported under the lost players and content policy.  Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/02/19) */
Dear [redacted], Revdex.com,
Thank you for bringing this matter to our attention.
I have been in contact with [redacted] regarding this case and we have since brought this matter to a resolution.
Regards,
[redacted]
EA Customer Relations
Initial...

Consumer Rebuttal /* (2000, 7, 2016/02/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Was given a clear response about the Terms of Service, which I was in fact in violation of. Given a warning, instead of a ban, which is acceptable for me. Thank you.

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I did not violent anything and was wrongedSincerely,[redacted]

To whom it may concern, I have contacted our customer using our internal tools and have processed a refund in the amount of $42.39 for her. As such, we now consider this matter resolved. [redacted] EA Customer Relations

Complaint: [redacted]I am rejecting this response because:TOS does not give any proof of the ban whatsoever.
so I dont agree with your response, this is the worst customer service, never buying a product from you again either "FIFA 18"
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/10/06) */
Hello,
Thank you for passing [redacted] concerns of this customer along to us.
We have reached out directly to them via our internal support process to address their concerns with them, and work towards a resolution of this...

case.
Regards
[redacted]
EA Customer Experience
Final Business Response /* (4000, 8, 2015/10/19) */
Hello
We have reached out directly to this customer via our internal support process to address their concerns with them, and this issue should now be resolved.
Regards
[redacted]
EA Customer Experience

Complaint: [redacted]I am rejecting this response because: It was told to me that within 72  hours someone from TOS team would contact me regarding my issue and will help t resolve it.Still no response from them other than some automated emails.I want a proper resolution and my account access unlocked.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 have resloved the matter with Sony directly.Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2016/02/08) */
To whom it may concern,
Many thanks for sending this customer's concerns over.
I have reached out to this customer to address the concerns raised, however; I have yet to receive a reply.
I have closed this case off but the customer has...

my personal email, should he wish to follow-up with me.
Warm regards,
[redacted]
EA Customer Relations World Wide Customer Experience

Initial Business Response /* (1000, 5, 2015/10/05) */
To whom it may concern,
Thank you for contacting us.
Having reviewed the account I am having trouble locating any case that the customer may have contacted our support with which to address this concern, however we would be pleased to make...

contact directly so as to resolve any remaining issues.
Thank you again for bringing this to our attention,
[redacted] S.
EA Worldwide Customer Experience
Initial Consumer Rebuttal /* (2000, 7, 2015/10/05) */

To whom it concerns,
 
Thank you for bringing his matter to our attention.
I can confirm that the customer has been in contact with us to dispute the concerns raised to him by our Terms of Service department.
I can also confirm that the customer should have since received an update from...

that department in relation to the outcome of his dispute.
 
This issue should now be resolved but if there are any further concerns, the customer can contact us directly through our help website at[redacted]
It is also important that in order to avoid similar issues in the future, that the customer familiarize himself with the rules regarding FIFA 17 as outlined in our terms of service, and at the following link: [redacted]
 
Sincerely,
 
EA Help

Initial Business Response /* (1000, 5, 2015/11/03) */
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 Consumer Rebuttal /* (2000, 7, 2015/11/04)...

*/
(The consumer indicated he/she ACCEPTED the response from the business.)
Although EA's customer support is abysmal and EA Origin is not my preferred service by any means, I am very satisfied with the quick and personal response I got from them after going through this much trouble. They were direct and friendly. This is what I would hope interacting with EA in the future will be like. Past issues aside, I am satisfied with the help I have received in the past 2 days.

To whom it concerns,
 
Thank you for bringing this matter to our attention.
We have been in direct contact with [redacted] in order to resolve these concerns with him directly.
[redacted] has been invited to respond to us directly should he require any further assistance with this case.
 
Thank...

you for your time,
 
EA Help

Initial Business Response /* (1000, 5, 2016/02/29) */
Hello [redacted],
Thank you for passing on our customer concerns to us.
I have reached out to the customer via our internal tools and have advised the customer that we are unable to assist her as she needs to speak with the FireMonkey support...

team directly as we here have no access to any of the FireMonkey support tools.
I have provided the customer with a link to the FireMonkey support help site and closed the case on my side.
Thank you.
[redacted],
EA Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2016/03/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have spoken with fire monkeys via email numerous times and they refuse to resolve the problem. EA is apparently in relation and/or hired fire monkeys to be the technical support team for the EA game. Firemonkeys has told me they are not responsible for refunds. Sims Freeplay is an EA game and therefore EA should take responsibility or contact their technical support team with firemonkeys. EA may not have access to firemonkeys tools but EA should have access to the firemonkeys employees that were hired to handle technical support for the EA game.
Final Business Response /* (4000, 9, 2016/03/08) */
Hello [redacted],
Thank you for updating us with our customers concerns.
As advised in our first contact we are unable to assist the customer and can only ask that she speak with the Firemonkey Team directly as we are unable to view any of her account information, nor do we have any tools to assist her.
We do apologize for any frustration this may cause.
Thank you.
[redacted],
EA Customer Relations.

Complaint: [redacted]I am rejecting this response because: I was talking to the person the entire time...they simply ended the chat after I did all the required steps. best buy won't refund an opened game, which EA well knows. the problem isn't in the disc but rather in the software, which EA also knows from the amount of complaints they are receiving. I simply want a product that works or a refund.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/11/23) */
Hi there,
I've reached out to [redacted] directly to see how we can assist her with these issues.
Thanks for reaching out to us!
Kind regards,
[redacted]
EA Customer Support
Initial Consumer Rebuttal /* (2000, 10, 2015/12/03) */
(The...

consumer indicated he/she ACCEPTED the response from the business.)
Although there is one big glitch remaining I am satisfied with the help that EA has been giving me.
I believe the case can be closed.
Thank you,
[redacted]