Electronic Arts, Inc.

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]

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:
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]

Complaint: [redacted]I am rejecting this response because:
 
There is nothing wrong with my device. This problem occurs during H2H matches and several live events excluded Road to Riches. If it was my device the problem would occur in all lives event as well as the H2H matches. I am a consumer and have made several in app purchases. Therefore, as a mogul game developer, you should have enough competent engineers to detect the problem! My performance within the games greatly decline due to this bug or glitch. Every time the game is updated it is an inconvenience to your consumers! Please rectify the issue. Here is a link of all the members who are complaining, [redacted]. Yet EA Sports continues to ignore the cries of their consumers. Please resolve the issue as well as all of these members issues in which you choose to ignore.Sincerely,[redacted]

We are currently attempting to walk the player through contacting support so the studio can provide support. We have yet to receive a reply from the player. Once we have received a reply we will insure the studio works directly with the player on their concerns. 
Electronic Arts Worldwide Customer Experience

Initial Business Response /* (1000, 5, 2015/09/07) */
To whom it may concern,
Many thanks for sending this customers concerns over to us.
I have reached out to this customer and will be communicating with him directly to discuss the concerns raised.
[redacted]
Electronic Arts Customer...

Experience

We have discussed the matter with the player and the issue has been addressed.  We welcome them to contact us at help.ea.com for any future issues and we will be happy to assist.Electronic ArtsWorldwide Customer Experience

We have contacted the player on this issue to provide more information on the issue. The player has not responded to our e-mail so we are considering the issue closed. The player has been provided with out contact information if they wish to further discuss this issue.
Electronic Arts Worldwide...

Customer Experience

Complaint: [redacted]I am rejecting this response because:
 
I was just a formal reply to give me a complaint id. Need to proceed with my complaintSincerely,[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.

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

Initial Business Response /* (1000, 6, 2016/02/15) */
Hello Revdex.com,
Thank you very much for passing ** our customer concerns to us.
We are currently working with the customer in order to help assist them with their concerns. The matter is not yet resolved however we wanted to provide you with...

an update on the matter.
Thank you.
EA Customer Relations.
Initial Consumer Rebuttal /* (3000, 8, 2016/02/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
For weeks now EA has been telling us they are working on this, but there has been zero actual progress. At some point they need to fix the issue - they took my son's money and he doesn't have access to his account. He also spent hundreds of hours building his team, so we want it restored to the way it was before the account was hacked. EA needs to quit the pretense and fix my son's account.
Final Business Response /* (4000, 10, 2016/02/25) */
Hello Revdex.com,
Thank you once again for passing ** our customers concerns to us.
We are delighted to advise that we have now resolved this matter with the customer and the case is now closed.
Thank you.
EA Customer Relations.
Final Consumer Response /* (2000, 12, 2016/02/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
EA found my son's account and returned it to him. This was the outcome we were asking for.
While it took some time, it seems like EA went to great lengths to recover this account, so we are ultimately happy with the effort and response once it was escalated.
The Revdex.com was instrumental in having the issue escalated and ultimately resolved, so thank you very much. And thank you to the customer relations rep at EA who ultimately got the issue resolved, as well as the tech group that found the account.

Greetings,
 
Many thanks for your report regarding this players experience with FIFA 17.
 
I have contacted this player directly and advised them on their best current course of action.
 
Thanks for your time and understanding in this matter.
 
Kind...

regards,
 
-George T. – Customer Relations -EA Help |

We have reached out to the customer but have not received a response back at this time.  Should the customer still be experiencing the issue, they are welcome to respond back to us or open a case at [redacted] and we will be happy to assist.
Electronic Arts
Worldwide Customer Experience

After a full account investigation, we found the player was not violating the Terms of Service and have overturned the ban on his Fifa 17 account. We have reached out to the player to apologize for the inconvenience this issue caused.

It appears the violation was confirmed by us already. We will be upholding the action taken against the account and will not discuss this matter any further. 
EA Help

Complaint: [redacted]I am rejecting this response because: This is not a solution at all. The company only says that they won't unban my account. I don't agree with that. I would like to get my account unbanned. Or it is also possible that they will only ban me on fifa 16 so I will be able to play fifa 17. Sincerely,[redacted]

As previously advised, unfortunately we are unable to assist with Terms of Service queries through this channel. Customer Support is not in a position to provide details, discuss, or overturn any action taken on an account due to breach of Terms of Service. If you require more information about the violation, please contact Terms of Service directly to request this specifically and await their response. We sincerely apologize if there is in any delay, and ask for your patience while they address your query.

Given the sensitive nature of this issue, we have a dedicated team who is tasked to address such matters. Should you have some additional information regarding this matter, please email "[email protected]". Additionally the EA Terms of Service that the player agreed to states, "You are responsible...

for the activity on your EA Account. Your EA Account may be suspended or terminated if someone else uses it to engage in activity that violates this Agreement."
EA Terms of Service: http://www2.ea.com/terms-of-service

Initial Business Response /* (1000, 5, 2015/06/22) */
We are investigating the issue and will address a solution in any future iterations should there be similar circumstances in the mode.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the...

response from the business.)
The response from EA is completely unacceptable.
1- They have been investigating for 9 months since September 2014.
2- There is no need to wait for similar circumstances in the future, because every single game released has this problem. The problem doesn't happen sometimes but it's always there in every game.
Since this problem was brought to EA in September 2014, their response indicates no solution and lack of any interest from their part in solving this problem.
Final Business Response /* (4000, 9, 2015/06/29) */
We've provided the information available around this situation and have confirmed that our FIFA team is currently investigating it. Updates will be provided to our users when they become available, but we [redacted]'t have further details at this time.
Final Consumer Response /* (4200, 11, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no solution or even a reply that makes sense.