Electronic Arts, Inc.

We have spoken with this user directly regarding his concerns, however unfortunately we were unable to meet his desired resolution. After further investigation, we found that the player had already received a replacement token for disconnection issues. After the second instance of this, we offered...

to troubleshoot the issue however the player has instead requested a replacement of the item. We cannot provide further replacements of this item without performing troubleshooting.
While we are thankful for the player's feedback, we now consider this matter closed.

Initial Business Response /* (1000, 7, 2015/07/28) */
We have discussed the matter with the customer and the issues have been addressed while confirming they are able to contact us should they have any further questions or concerns.
Electronic Arts
Worldwide Customer Experience
Initial...

Consumer Rebuttal /* (2000, 9, 2015/08/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]I am rejecting this response because: The chargebacks were filed because of a mistake by a customer service rep who took content out of my account and never gave a proper refund. EA sees this as a chargeback which I refute. Had they trained their staff properly we would not be in this predicament.   Furthermore, there was no one to actually talk to about this issue until a Revdex.com complaint was filed.  The company refused through their own customer service to redress the issue.  I stand by my decision as the company at every corner has punished me the customer instead of trying to come up with a mutual resolution.  If you continue to take this stand, I'll consider this not resolved permanently. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/12/16) */
Greetings,
Many thanks for your report.
I was very sorry to hear of this customer experience and do hope a resolution can soon be found.
I will now contact this customer directly via email and take personal responsibility of this...

matter.
Thank you for your time and I look forward to a swift resolution.
Kind regards,
[redacted],
EA Customer Relations World Wide Customer Experience.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been contacted by [redacted] T from EA Worldwide Customer Experience. Unfortunately [redacted] couldn't help me receive my account back, and thus I can't connect to my account. [redacted] advised me to wait as he was saying that my account is being analyzed, but he couldn't say why it is being analyzed, or when will I get it back. therefore I didn't receive any help in the matter in hands, I would highly appreciate it if Revdex.com could contact EA again, and maybe help me receive my Fifa 16 Ultimate team account back.
Final Business Response /* (4000, 9, 2015/12/28) */
Greetings all,
Many thanks for your update.
This account matter is currently being addressed by my colleagues in a specialist department. It is my understanding that [redacted] is fully engaged with the team regarding this account discussion at this time.
Thank you for your time and understanding.
Kind regards,
[redacted],
** Customer Relations World Wide Customer Experience.

Greetings all,
 
Many thanks for your report!
 
I was very sorry to hear of this players recent experience. I will now reach out directly over email in hope a resolution can soon be found.
 
Thank you for your time and understanding in this matter.
 
Kind...

regards,
 
[redacted] – Customer Relations,-EA Help.

Complaint: [redacted]I am rejecting this response because:
The game advertises between 5 to 100 shards per pack. I bought around 70 and I got only 5 or in rare cases 8 pieces. The company claims that 5 is between 5 and 100 so I got what I was promised. With the same effect they can advertise between 5 and 1000000 and still claim that 5 is withing the range. I have tried to explain multiple times that this is a scam and they refuse to understand or do anything about it. The matter is not resolved and it doesn't seem it will be.
In one of their responses they claim that I received 71 shards. Again I tried to explain MULTIPLE times that this is for a mutli-pack, a pack that contains a DOZEN packs that each mush contain between 5 and 100.

Initial Business Response /* (1000, 5, 2015/09/25) */
To whom it concerns,
Thank you for raising this issue with us.
The terms of service team for Star Wars: The Old Republic work tirelessly to enforce the terms of service agreement within this title in order to maintain an enjoyable player...

experience for all our customers.
Any investigation into a customer's behaviour in the game incorporates a large amount of that player's personal information and as such, the results of any infestation cannot be shared with the reporting party due to data protection laws.
However, functionality is in place in the game to prevent repeated offence, such as the ability to block/ignore an offensive player in-game.
To help improve this player's experience, we would recommend that this player report and then block/ignore any other character whom causes an offence, rather than add said player to their friends.
Once the offending player has been reported, the dedicated Terms of Service team will review and take appropriate action against the offending character as deemed necessary by our internal policies.
Due to data protection, I regret that no further detail can be provided on past or ongoing investigations into these reports.
Thank you for your time,
[redacted].
EA Worldwide Customer Experience

Initial Business Response /* (1000, 6, 2016/03/04) */
Hello Revdex.com,
We have reached out to this user and verified his claim of missing items.
Kind regards,
[redacted].
Initial Consumer Rebuttal /* (3000, 8, 2016/03/09) */
(The consumer indicated he/she DID NOT accept the response from the...

business.)
My claim has been partially verified. I have not received satisfactory compensation for the problems that I have encountered.
Final Business Response /* (4000, 10, 2016/03/11) */
Hi Revdex.com,
We have informed this user that his claim has been investigated by our support and the outcome was shared with the consumer.
We will not review this any further.
Kind regards,
[redacted].
Final Consumer Response /* (4200, 12, 2016/03/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The outcome that was shared with me, was not a viable solution. If I paid $100 for something and expected to get 100% of what I paid for, that is acceptable. Basically what this comes down to, is that EA has accomplished only 30% of a logical resolution with the material they have provided.

Initial Business Response /* (1000, 9, 2015/10/20) */
Hello Revdex.com,
Thank you for sending this on to us, I will reach out to the user and work towards a resolution with him on this.
Kind regards,
[redacted].
Initial Consumer Rebuttal /* (2000, 11, 2015/10/21) */
(The consumer indicated he/she...

ACCEPTED the response from the business.)
[redacted] has stated he will try to resolve and if he cannot a refund will be issued. I would rather the resolution of my information/teams restored due to significant amount of time and energy put into applicaton however if not possible, compensation for purchases totaling approx 3,000.00 is acceptable.
All I request is an approximate time this repair/resolution will take
Final Consumer Response /* (3000, 19, 2015/10/23) */
My middle ground offer to Electronic Arts in regard to the above dispute would be a reimbursement in the amount of $2,750.00
Again I do not wish to communicate with EA anymore as the, one-a-day emails and terrible support/service is beyond frustrating. As stated to them via email, if the requested [redacted] or middle offer [redacted] isn't agreed upon I will plan on taking legal action as it was agreed upon via email from EA they would correct this issue and if unable they would issue reimbursement

Initial Business Response /* (1000, 5, 2015/12/15) */
Hi Revdex.com,
Thank you for sending this over.
I will look into the issue and reach out to the customer.
Kind Regards,
[redacted] W
EA Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/12/16) */
(The consumer indicated he/she...

DID NOT accept the response from the business.)
The company are treating my case as a joke, providing no help whatsoever and giving me a worthless response. Further they have stated they will be closing my case. This is unacceptable and an utter disgrace.
Final Business Response /* (4000, 9, 2015/12/18) */
Hello Revdex.com,
Thanks again for sending this over.
I have made [redacted] aware of action we are taking to resolve this issue.
This issue is effecting a large number of players, we are actively working to address the issue as soon as possible.
We apologize for any inconvenience caused, and appreciate the patience while this process is taking place.
I have provided my personal work email to [redacted], should he have any further questions regarding this.
Kind Regards,
[redacted] W.
EA Customer Relations
Final Consumer Response /* (4200, 11, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have just received an email that my account has been deactivated. I have never broken the terms of service and thus I cannot see why my account has been closed. Furthermore, EA Sports is violating their rules. Their rules clearly state if the terms and services are violated you will receive a coin wipe and an in game message that is all. Instead my account has been deactivated and on top of that for no reason. They were unable to tell me why I "broke their terms of service." I have spent all my money on this game and I either want a refund for the thousands of dollars or my account restored with a 2 million coin compensation. This is absurd and unjust in anyway.
Complaint Response Date bumped because: Holiday

Initial Business Response /* (1000, 5, 2016/02/05) */
To whom it may concern,
Many thanks for sending this customer's concerns over.
As discussed with this customer, EA has a responsibility to our customers to ensure we are providing the best gaming experience to our customer's. As per our...

Terms of Service agreement, sometimes we are required to perform updates that are necessary to improve the stability of our games as well as eliminate any in game bugs.

Additionally, we would not be in a position to offer a refund on physical or digital purchases as the content is available to the customer once the game has been updated.
Thank you for your time,
[redacted]
EA Customer Relations World Wide Customer Experience
Initial Consumer Rebuttal /* (3000, 7, 2016/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company does not understand that I do not want to update the game. This update is unnecessary and invasive. Now because I refuse to update, I have no acccess to purchase content. The only remedy is to provide physical copies of the game at a discount or provide a refund so that I may purchase my own copies without forfeiting the money I've spent on products I can't use. Physical copies [redacted]'t require the update, I can bypass [redacted] unwanted forced content that way.
I'd rather not give up the game because I enjoy it but I do not want to update or upgrade my game. I do not want to use Origin. Period. This should have been announced before I bought the content then this wouldn't be an issue.
Thank you
Final Business Response /* (4000, 9, 2016/02/11) */
To whom it may concern,
As explained to the customer, EA Origin is not a third party tool as it is owned and supported by EA. Whilst I understand the customer's frustration, as stated in our Terms of Service agreement; sometimes we are required to perform updates that are necessary to improve the stability of our games as well as eliminate any in game bugs.
Should this customer choose to obtain physical copies of the Sims games, the game would need to be redeemed via Origin using a Product Registration Code, as such; the same rules would still apply.
As the customer has chosen not to update her game, we will not be in a position to troubleshoot this matter, as such; we consider this matter closed.
Warm regards,
[redacted]
EA Customer Relations World Wide Customer Experience

Initial Business Response /* (1000, 5, 2015/07/06) */
We are investigating the issue and will address a solution in any future iterations should there be similar circumstances in the mode.
Electronic Arts
Worldwide Customer Experience

[redacted] code that was redeemed is a single use code that can only be applied to one account/[redacted] ID, and it cannot be shared with o[redacted]r users on [redacted] console. 
Battlefront 2 Disclaimer: [redacted]
"Access to [redacted]:...

[redacted] may require a single-use redemption code, which expires December 31, 2019."

Initial Business Response /* (1000, 5, 2015/07/08) */
We have reached out to the player to discuss the issue but have not heard back since our first contact. Should the player still need assistance, they are welcome to reach back out to us and we can confirm they are able to contact us with any...

further issues.
Electronic Arts
Worldwide Customer Experience

We have looked over the players account and found that not only were warned but they have purchased coins 7 times. After further review we have decided to ban the players FIFA online play entitlement. 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...⇄ /> EA Help

This has been re-reviewed by the Terms of Service and Fifa teams and the account was found to be violating the Terms of Service. The action taken on this account will not be overturned. Our decision in this matter is final and will not be revisited.

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: I already did what the merchant mentioned 3 times. They fail to provide a reason or evidence. I have also requested calls from management with no response. 
Sincerely,[redacted]

This player's account has been re-reviewed by the Terms of Service and Fifa teams, and we have confirmed the violation occurred. Due to this we will not be overturning the action taken on the account.

We have reached out to the customer to address the issue and we are currently reviewing the information provided.  We will be following up with the customer once we have a final answer.Electronic ArtsEA Help