Electronic Arts, Inc.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

To whom it concerns,
Thank you for bringing this matter to our attention
I have reviewed the message from the player, and the account in question
I can confirm that this sanction has been reviewed on several occasions directly by the FIFA studio.As per the results of these investigations, we
are unable to assist the customer further with this sanction and instead, the customer must contact our terms of service team directly
Details on how to contact the Terms of Service team can be found here: https://help.ea.com/en-us/help/account/information-about-banned-or-suspended-acc...⇄ support are unable to assist further with this issue directly
Thank you,
EA Help

Complaint: ***I am rejecting
this response because: I spoke to a woman named *** who I emailed the files needed to yesterdayShe said the game was not compatible to my computer and am getting a refund for the incompatible gameI don't understand how it was incompatible but I'd like the refund I was told of for the game and expansion pack both since neither will work right due to what I was toldSincerely,*** ***

Complaint: ***I am rejecting this response because: Your TOS team is a joke how can I get a second offence for the first time I did something wrong? In what universe is a 2? Every one complains about your TOS team and their lousy work
Anyways i've gave up on EA and will not be buying ANY product from them again since they don't give a damn about their customers and always assume that their right
BTW this is the third account that has been screwed from your systemtimes I did nothing wrong and contacted the TOS team and they said that the action was correct, this time I know I did something wrong but the punishment was a big mistake as it was for a second offence not a first
Sincerely,*** ***

To whom it concerns,Thank you for bringing this matter to our attention.I have reviewed the message from the player, and the account in question.I can confirm that this sanction has been reviewed on several occasions directly by the FIFA studio.As per the results of these investigations, we are
unable to assist the customer further with this sanction and instead, the customer must contact our terms of service team directly.Details on how to contact the Terms of Service team can be found here: https://help.ea.com/en-us/help/account/information-about-banned-or-suspended-acc...⇄ support are unable to assist further with this issue directly.Thank you,EA Help

We have reached out to the customer and the issue is under review at this time We will be contacting the customer once we have more information to provide
Electronic Arts
Worldwide Customer Experience

Initial Business Response /* (1000, 7, 2016/01/29) */
Dear ***, Revdex.com,
Thank you for bringing this matter to our attention
I'm currently working with *** towards a resolutionAs soon as everyone is happy with the proposed resolution I will update the complaint
Regards,
***
EA
Customer Relations

Initial Business Response /* (1000, 5, 2015/12/24) */
Hi Revdex.com,
Thanks for sending this on to me I *** reach out to the user and work with him towards the resolution of this issue
Kind regards,
***

Initial Business Response /* (1000, 6, 2015/08/26) */
To whom it concerns,
We have reached out to *** and hope to address her outstanding concerns regarding her recent purchase
Thank you for bringing this to our attention
Sincerely,
***
Electronic Arts Customer
Experience

Complaint: ***I am rejecting this response because: I can't see the business's responseSincerely,*** ***

Complaint: ***I am rejecting this response because:
I have already contacted this address, given my details and waited hours for a response telling me that the ban is justifiedI have NEVER cheated in this game, there is NO reason this account should be bannedPlease assign an actual human to my case and have a look at my account
Sincerely,*** ***

We have reached out to this player to gather some information so we can look into this issueAt this time, we are investigating what happened to the player's NHL content, as well as their experience with our support staffWe haven't resolved this issue yet, but are currently working towards a
resolution

We have spoken with the customer in regards to their concerns about both the balance updates to the game, as well as their request for refundsIn terms of the former, this is a common part of most any game’s (owned by EA or otherwise) life cycle and is intended to preserve a fair and balanced game experience for playersThe right to do this is acknowledged by anyone who creates an account to play Galaxy of HeroesAs for the latter, approval for a refund was not provided
Upon a previous interaction with our support staff, it was very clearly stated that the matter would need to be addressed with a partnering companyThe email being referenced was intended by that support agent to serve as a request for the refund to be fulfilledAt no point did the support agent act under or claim to have the authority to approve the refund
We have provided direct contact information to the customer and are more than happy to discuss any further concerns they may have

Initial Business Response /* (1000, 7, 2015/11/11) */
To whom it concerns,
We have reached out to *** through our internal customer support tools and hope to resolve any outstanding issues as soon as possible
All the best,
***
Electronic Arts Customer Experience
Initial
Consumer Rebuttal /* (3000, 9, 2015/11/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Due to the unprofessional handling by their customer service staff previously, I need EA relationship manager to reply me and give me written(hard-copy) complaint reply letter, this apology letter should be arranged by mailing post to meAnd the hard-copy letter should be signed by EA the customer manager!
I need this complaint letter as an apologize to me
Final Business Response /* (4000, 11, 2015/12/04) */
To whom it concerns,
We have reached out to *** through our internal customer support systemWe hope to follow up on any of ***'s further concerns on this matter and help improve his experience
Thank you for bringing this to our attention
Sincerely,
***
Electronic Arts Customer Experrience
Final Consumer Response /* (4200, 13, 2015/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
***
You guys as the key part of EA customer experience department, however, you guys do not have the right customer service attitude and apply the international standard to face highly customer complaints
You guys just forget and forgive the previous bad customer service handling worksAnd keep insisting reject to issue any complaint letter
That's really unacceptable and not a good image of an International corporation
I need EA's written apology letter!
Written Letter,
Please follow up with this, the letter should includes the apologize about *** H.(from the EA Customer Experience Specialist Team)'s previous unprofessional following up & email replies, EA's bad server connectivity & bad mobile customer experiences
The complaint apologize letter (signed by the manager of EA Customer Relations ) can be shipped to me by USPS or EMS
*** C

Complaint: ***I am rejecting this response because: I have already contacted the google play store and they have told me that I need to contact the app developer to resolve my issueEither refund me for my purchases or get rid of the caps on attributes and return the auction house to the previous version before you took it over and only list your items.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2016/03/04) */
Dear ***, Revdex.com,
Thank you for bringing this matter to our attention
I'm happy to report that after reaching out to *** this issue is now resolved
Kind regards,
***
EA Customer Relations
Initial Consumer Rebuttal /* (2000, 7,
2016/03/08) */

Initial Business Response /* (1000, 5, 2016/02/08) */
Greetings,
Thank you for your report
I was sorry to hear of this customer experience and hope I might be able to provide some guidance regarding this matter
EA offers our players an opportunity to return their games via the "Great
Game Guarantee", no questions asked should they experience technical issues, in game issues or if the game is just not for themIn short, if you dont love it, return it! This offer and terms associated to it are nearly entirely unique in our industryMore information regarding this offer can be found by following the link below
https://help.ea.com/en/article/what-s-the-great-games-guarantee/
Unfortunately, I have been unable to locate any contact with customer support from this player associated to this issue (second refund request)I recommend contacting the team via our customer service portal by visiting help.ea.comHere you will be able to chat live with a member of the team or request a call back to investigate this issue
Thank you for your time and understanding
Kind regards,
***,
EA Customer Relations World Wide Customer Experience
Initial Consumer Rebuttal /* (3000, 7, 2016/02/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company is correct in that there isn't a request for a refund for the second version that shows in their systemThe problem is, unlike the first version I purchased, the second one doesn't offer the option for a refund on their systemAnd Asking for a refund through emails, forums or through the initiation of a ticket doesn't work because no one actually replies or contacts me backAlso, as I previously mentioned in the initial description, when I spoke with the person in chat that person made it clear that the only way to request a refund is through the web site, I find myself in this situation asking you for helpI have tried my best and exhausted all possible ways to resolve this before coming to you
Final Business Response /* (4000, 9, 2016/02/15) */
Greetings,
Many thanks for your update
Unfortunately, we have still to receive any contact from this customer regarding this matter
As mentioned in my previous reply, I recommend contacting the team via help.ea.com to set up a telephone call back request, email correspondence or live chat session with one of my colleagues
Thank you for your time, patience and understanding
Kind regards,
***,
EA Customer Relations World Wide Customer Experience

Complaint: ***I am rejecting this response because:
I heard from the
company and they are off Saturday and SundayThey want to resolve it but the funds will not be available they said on my original form of payment 5-business daysWhat's funny is I don't have the original form of payment so I don't know why that was brought upIt was something I believe that I could use that card again to purchase an item in the store cause the card remains on fileWhat if I don't want to purchase an item at the storeThey'd be getting their money and that's what it boils down toIs were is the money goingSo I don't accept until we get the funds or a response back.Sincerely,*** ***

Complaint: ***I am rejecting this response because: the whole reason I started this complaint is because the ea support team is not able to give me an updateWhen I contact the help team for an update they tell me that I need to email the specialist assigned to my caseWhen I email the specialist assigned to my case he doesnt respondThis is the whole basis of the complaintInitially the specialists would respond in a timely fashion but I have not gotten a response in over two weeks nowI have since contacted the ea support team for an update and their only answer is that I need to continue to wait for a response from the specialist teamI again contacted the ea support team yesterday and got the same responseI have done what you suggested I should do and I am still not getting any information on the status of my caseI filed the complaint in hopes that someone could help me either get my case resolved or at least get someone from the specialist team to communicate with me. Sincerely,*** ***

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: ***This is the only means to have this particular matter resolvedThank you for your time and understanding in this matter