Electronic Arts, Inc.

Complaint: [redacted]I am rejecting this response because:I have already been in touch with the Company via their email service on two occasions - their response was similarly unsatisfactory. surely there must be someone at EA who has the ability / discretion to reactivate a child's FIFA online account? In their reply to Revdex.com EA say this matter is "commonly known in the community as against the terms of service" - our son has been a FIFA player since the age of 7 - he is now 13 - we and he have never heard of this before. The company should have some form of warning system to advise consumers during game play if there is an issue that contravenes their terms and conditions. Further if as they suggest there is any element of criminality or fraud surely this too would suggest they should provide a mechanism to notify parents of any irregularity on the conduct of the child's account? We have repeateadly asked EA for specific details of thee alleged offences ( e.g. Date / quantity) of these transactions they say contravened the rules - these have not been provided - the company is acting entirely unreasonably by refusing to provide this information. We do not feel that our son is being given a fair hearing. He has played the game for 6 years without incident until now. 
Does the company understand the impact its actions in excluding a child from game play has on the child in relation to his peers? Does the company not have the ability to reactivate the account  but make some other form of sanction - e.g. The player cannot trade players for A specific penalty period. 
Our child has spent a lot of money on this game over many years andis being treated in a abysmally by a global organisation. We would expect an entity with a prestigious name like EA to have a customer service dept which would at least enter into some form of meaningful dialogue rather than simply reiterating that their terms have been breached. It is contrary to natural justice to treat a child in this fashion I'd they are unaware that their behaviour was in any way contrary to the operating terms of the product.
Sincerely,[redacted]

We've confirmed the player's account was not compromised at the time of the violation. The Terms of Service team has provided their final resolution on this case and will not be reversing the action taken.

Hello, 
 
We've reached out to the customer directly about this issue, and we'll continue working with them to reach a solution. 
 
Thank you!
 
- EA Help

Complaint: [redacted]I am rejecting this response because:
The message you (the Revdex.com) forwarded from EA unfortunately did not answer any of the questions I have nor did it solve my problem. I have already emailed the 'specialist' Terms of Service team at the email address [redacted] The reply I received stated that after another 'investigation', they had come to the conclusion that my account had broken one of the hundreds of rules included in their terms of service. Which rule that was they apparently still cannot tell me. I find the treatment I have received from them extremely disheartening. As someone who has played and hugely enjoyed the Ultimate Team feature of FIFA since it was introduced in 2009, I am deeply saddened to not only be banned from playing anymore, but also to be accused of cheating or breaking the ToS. I would be very grateful if they you could again re-consider the decision to permanently suspend my account.
Kind regards,
[redacted]

To whom it concerns,
 
Thank you for bringing these concerns to our attention.
I have contacted [redacted] directly through email to provide further detail and help ensure that he has received all purchased content for this title.
I will ensure that all of Vince's purchases and fulfilled and...

have invited him to reply to me directly in my communications.
 
Thank you,
 
EA Help

We are in contact with this customer and have responded to the complaint.- EA Help

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]

Initial Business Response /* (1000, 5, 2016/02/23) */
Hello Revdex.com,
Thank you very much for passing on our Customers concerns to us.
Unfortunately in this case the customer has not contacted our support at all and the last contact we have from our customer is when they created a Revdex.com last time...

back in December 2015.
Having also reviewed [redacted]'s Revdex.com report, it appears the Revdex.com is being used, to a degree, as a method to bypass front line customer service. We strongly advise [redacted] to contact our team directly via help.ea.com should he have any further concerns in fear this action (creating multiple Revdex.com reports) may be seen as an exploitation of the customer service function.
We recommend the closure of this case and again encourage [redacted] to contact the team directly at his convenience.
Kind regards,
EA Customer Relations World Wide Customer Experience.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted them after the date they are saying and I do contact their support but my issue is not getting fixed!
Final Business Response /* (4000, 9, 2016/02/25) */
Hello Revdex.com,
Thank you for updating us on our customers concerns.
I have reviewed the customer's account once again and I am unable to see any tickets/cases that have been created after December. If this is the case and the customer has indeed created a ticket/case I would be very interested in the ticket ID so we can look further into his concerns. Would it be possible to provide the ticket IDs that have been created?
Thank you.
EA Customer Relations.
Final Consumer Response /* (4200, 11, 2016/02/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
these are some of the case numbers
I would like to be contacted by phone at XXXXXXXXXX
#XXXXXXXX
#XXXXXXXX
#XXXXXXXX

Complaint: [redacted]I am rejecting this response because:
EA's helpdesk is horrible.  Questions are rarely answered and of they do respond, it's usually a link to something that has nothing to do with your issue.  MY concern is different in that it had to have been someone that works for, or is affiliated with, EA, as they are the only ones with the access to change things within the game.  Of course they want me to submit a helpdesk request because they know it'll just go into the great beyond and they hope I'll get frustrated and give up like most people do.  I reject their response and ask that someone CALL ME, since EA allowed this tampering of my account.  This is not a small thing, because the next time someone accesses my account without permission, who knows what they will do.  No. Reject.
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/07) */
Good Morning,
Thank you for bringing this customer's concerns to our attention. We have reviewed this case and the details in our records are as follows:
This customer was first sanctioned for breech of our terms of service for cheating on...

June 23rd and informed of such with a 1 week ban and reset placed on their account.
Subsequently on the 9th of July they were sanctioned again for a follow up offence since the last action and have been banned permanently from online play on this title in accordance with our terms of service.
We regret we need to take this action however we must maintain the integrity of play so that our community as a whole may continue to enjoy the game as intended. After reviewing this case this ban will not be overturned, however this customer is free to enjoy any of our other titles on their account at this time.
We would additionally warn this customer that we do track these incidents so similar actions in other products may result in further actions being taken, however as long as the customer abides by our terms of service there should be no further concerns.
Best Regards,
EA Customer Relations - World Wide Customer Experience
Initial Consumer Rebuttal /* (3000, 7, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am offended being accused of cheating. They never told me what I did. They never responded to any of my appeals. I played the game on XBOX One and never got accused of cheating. I wasnt even that good, in fact I got killed way more times that I killed the opponenent. I formatted my hard drive and reinstalled thinking I had a virus but all EA does is ignore the consumer, accuse them falsely, and say nothing. I appreciate the copy and paster rubber stamp responses, but will someone tell me what I did?
Final Business Response /* (4000, 9, 2015/08/12) */
Good Evening,
Thank you for providing us this update. We have re-examined the evidence that was collected on the instances in question. After doing so our previous decision remains in effect, and no further appeals will be considered on this matter as the action has been manually investigated and confirmed to be legitimate.
Please note that we do not provide evidence of what was done as that would allow those parties who habitually break these terms on various accounts to bypass [redacted] anti-cheating efforts and negatively impact our player base. As such no further evidence will be provided in this case.
We stand by our previous statement and would again draw this customer's attention to the terms of service that were agreed to on account creation and all subsequent updates.
Thank you again for your assistance in bringing this to our attention and allowing us to address these concerns.
Best Regards,
EA Customer Relations World Wide Customer Experience
Final Consumer Response /* (4200, 11, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I didnt do anything wrong and played legitamately.
Ill not buy another EA procudt and encourage others to do the same.

Complaint: [redacted]I am rejecting this response because:  It still has not been resolved.  They are still investigating and that's what their response is.  Meantime I'm still prevented from using the online service. Sincerely,[redacted]

Thank you for getting in touch with us. We have reached out to this customer to assist them with their issues, and everything should now be resolved.

Complaint: [redacted]I am rejecting this response because: I did respond by e-mail and they have done nothing. I received the 1st e-mail from [redacted] on 4-24 @ 2:04 p.m. He was wanting more information. I responded to his e-mail by using his original e-mail and using reply button to answer in detail 5 issues. This e-mail response from me was sent 4-26 @ 12:31 p.m. central time. I received a 2nd e-mail from [redacted] on 4-27 at 5:05 p.m. central time. He wanted to touch base with me as he had not seen anything back from me. I used the reply button to respond to that 2nd e-mail and sent my reply back @ 5:33 p.m. central time. I told him I sent a reply back yesterday on 4-26. One minute after I sent that reply at 5:34 p.m. I got a message stating this e-mail could not be delivered. Message has no text content. I tried again at replying using the e-mail he sent to TOUCH BASE. I asked how am I suppose to respond to his e-mail if they are coming back undeliverable. I sent that at 5:39 p.m. The same message came back right away at 5:39 - message could not be delivered. But then one minute later at 5:40 p.m., [redacted] responds with an e-mail and he said: "apologies as that e-mail did not get to him which is why he didn't see it. Feel free to just forward that e-mail over to me which will help not having to rewrite". So they must have received those e-mails I sent by his response.  I copied & paste what I wrote on the original e-mail I replied to back on 4-26 and sent it on [redacted] most recent e-mail from 5:40 pm and sent @ 5:43 pm central time. Did not get any return un-deliverable message back so figured it went thru. I also sent it again this morning on 4-28 around 7 am. So when I see their response here on the Revdex.com, as me not getting back, that is not true. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/11) */
The customer has informed us the issue has been resolved and we welcomed her to contact us should she have any further questions.
Electronic Arts
Worldwide Customer Experience
Initial Consumer Rebuttal /* (2000, 7, 2015/08/12) */
(The...

consumer indicated he/she ACCEPTED the response from the business.)
They responded quickly and worked with me via email.

We've worked with the Terms of Service and Fifa teams to ensure the action taken was in accordance with the Terms of Service the player agreed to. After an in-depth review of the player's account, we have confirmed the violation and will not be overturning the ban.

Complaint: [redacted]I am rejecting this response because:
The company has only contacted me to claim they...

are unable to perform a specific fix, however they have not offered any alternative actions to address the problem.  Their only recommendation is that I stop using the broken part of the product.  Further, they have provided no viable method to resolve any future problems with their products.
Sincerely,[redacted]

To whom it concerns,
 
 
We have reached out to [redacted] through our internal customer support tools and hope to resolve any outstanding concerns promptly.  Thank you for bringing this to our attention.
 
Kind regards,
 
ELECTRONIC ARTS CUSTOMER EXPERIENCE

Complaint: [redacted]I am rejecting this response because:
I feel that at the very least EA can say that they understand what has happened and let me know that if something happens again, then they will ban the account. But I have been away from the account for a little over a month. Today when talking to one of their advisors, he said the first problem occurred a month ago, and the second had occurred just recently. While I accept that something was done on the account, I had no control over it. Yes, it may be in their terms and services that if someone else does bad stuff I will accept the consequences, but I feel they can at least be somewhat sympathetic to the situation. I worked so hard to get to where I was before these incidents took place, and now everything is gone. I am only hoping that they could be more sympathetic and try to understand how frustrated I am. I have now lost motivation to play their game, and surely they do not want to lose a loyal, paying customer.
Sincerely,[redacted]

The root cause of the issue has been determined and we are working on the resolution while keeping the customer up to date with any new information that comes to light on the issue.
Electronic Arts
Worldwide Customer Experience

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.
EA Case Number [redacted]
Sincerely, [redacted]