Electronic Arts, Inc.

I also wanted to add that there is 36 pages of similar complaints of the game locking up. This proves the game obviously has a problem. They should take responsibility for their problem and issue refunds for defective products. A copy of the url with all the complaints is below.[redacted]

Initial Business Response /* (1000, 5, 2015/06/01) */
We have reached out to the player and the issue has been addressed and welcomed the customer to contact us back should they have any further questions.
Electronic Arts
Worldwide Customer Experience
Initial Consumer Rebuttal /* (2000, 7,...

2015/06/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Looking into the report, you were playing a player who caused an issue where they were able to ultimately pause the game and causing the game to be stuck. I apologize for the frustration caused. When reports are filed to the studio regarding game bugs, the studio looks into the root cause and looks for the solution to eliminate any glitch or exploit. Once the studio has the solution for it and something we can resolve on our end, they will roll out a fix to have it resolved.
Also, players found to be exploiting in-game glitches are subject to violations to their account. You can also report the player causing the issues as well using this page as reference: http://help.ea.com/en/article/how-to-report-cheating/
If you have any questions or further issues with the game, [redacted]'t hesitate to contact us and open a case using our Help Site at help.ea.com and we will be happy to assist with any account or technical issues you run into.
Best regards,
Unfortunately, there is not much to add further to the response other than the information I provided. There is an issue happening with the game that the studio has been investigating but until the root cause is know, it is hard to determine if it is even something we can fix on our end. Until they know the root cause, I am unsure what the fix would be and have no news if it is something that will be resolved in Madden 16.
Along with that, there isn't any compensation granted to players that may be falling into the Pause Glitch if another opponent does it. There is no way to track the games when it happens nor a way to confirm if it occurs to a player. I apologize that the trouble is occurring and, as mentioned, you can report the players that are causing this to happen with the link I provided.
I'd be happy to look at your account and your record to see if there is something I could get granted in regards to compensation. However, with the information you provided in your Revdex.com report, I am not locating any accounts with Madden 15 or any cases under email address xxxxxxxx.com. Let me know the email address and Gamertag/PSN ID you use to play the game and I can take a look.
Thank you for the response. Looking at my previous email, I do not recall saying that there is nothing we are doing about it nor is there something we can do about it I apologize as I am unsure how to further explain to you the issue is being investigated and, until we know the root cause, I am unsure what the resolution will be. From the previous emails, this is basically the third time I've mentioned this and there is nothing further past that. I apologize if you feel this is an unacceptable response but that doesn't change the nature of the issue.I've looked into the issue further and the screenshots I was able to break down the details for your account today. Generally, when someone reports a pause glitch, they are only granted a 1-time exception of 2,000 Coins. However, I granted the exception to have 2 Game Changer Packs added to your account which you will see next time you log in. Though I cannot guarantee the same will happen in the future, I'm happy to assist with providing the packs to your account.
Thank you again for the feedback on the game along with the other information you provided. If you have any questions, [redacted]'t hesitate to let me know

Initial Business Response /* (1000, 5, 2015/10/19) */
Hello Revdex.com,
Thank you very much for highlighting our customers concerns to us.
I have reviewed the customer previous history with us and I can see that he has called us many times asking for compensation, to which some of the time he has...

been granted. It appears that the customer is always wanting more. The customer has not stated which game or case he is referring to so I am unable to locate where his concern may be.
I will reach out to the customer and discuss their concerns with them.
Thank you.
[redacted],
EA Customer Service.

Initial Business Response /* (1000, 5, 2015/08/11) */
The customer filed the same issue in a Revdex.com complaint in April 2015 under Revdex.com CASE#: XXXXXXXX and the issues have been addressed and the customer has been informed of the information and methods of reporting players. She has also been informed...

on how to ignore, mute, and report players to help address the trouble she is having with players as well. She was also informed that her reporting the players help in removing players violating the Terms of Service. Also, we can confirm she is able to contact us should she have any other issues.
Electronic Arts
Worldwide Customer Experience
Initial Consumer Rebuttal /* (3000, 7, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
there has been no change in policy to block free passes [redacted] the paid member rooms. Until this happens I will not accept their response.
Yes players can mute people in the room but we still have new passes [redacted] in everyday that 5 days to harass and scroll sexually explicit vulgarities at members by name. I have been called everything from a [redacted] to a lying [redacted] too many times to count. Each time this happens I (and many others) report the abuse from the game room lobby as well as send screen shots to EA through their help desk. These offensive passes [redacted] be banned within minutes instead of being ignored for 5 days til their free passe [redacted] This issue has gone on for far too long and telling people to mute is NOT acceptable.
Final Business Response /* (4000, 9, 2015/08/17) */
The player is welcome to continue using the methods provided in-game to report, block, and mute players while our Terms of Service team actions accounts based on the reports submitted to them. With that, the player is welcome to contact our Customer Support should they have any further account or technical issues and we will be happy to assist.
Electronic Arts
Worldwide Customer Experience
Final Consumer Response /* (4200, 11, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
EA has done nothing to stop the harassment and stalking. Now there are players who are making death threats and threatening to burn my house down.
They also said they doing to call mine and my husbands employers and listed in lobby where we work!
Also threatened to break windows in our home and have given out my actual street address many times in lobby of the circus canasta room. The players have been reported by many people over the past few months and still have their memberships!All this has been documented and sent to EA through their reporting system with screenshots and they are failing at enforcing their so called TERMS OF SERVICE

Complaint: [redacted]I am rejecting this...

response because: As The TOS (TERMS OF SERVICE) Department responsible for Verifying the product Forces users to perpetually agree to new terms of service in order to access their origin digital distribution platform without recourse or the option to decline without all software being disabled even though there is no explicit indication that the software in question whether purchased at a physical location or digital merchant can be arbitrarily be considered an authorized vendor at the date of purchase or there after.
The point of the matter is, I made a purchase in good faith, I used the product on and off over the course of two years, the product in question was accepted as being valid for that duration, and for some arbitrary reason pertaining to the classification of vendor this product was remotely disabled because without prompt the TOS was changed Invalidating a purchase wherein the scope of law pertaining to my personal protection as a consumer at the time of purchase where considered void. Without notification.
The response I have received does not address this issue, does not explain why the classification was changed, nor makes any attempt to dissuade others from purchasing their product from the same vendor that is still selling and advertising these products.
Moreover the response I have received has only encouraged me to repurchase the product in question.

Dear [redacted],[redacted] here again for the EA Customer Relations team. I recently reached out to you concerning your Revdex.com Complaint (#[redacted]) and it appears I unfortunately haven't heard back from you. Please let me know by either replying to this email or by updating the Revdex.com if you have any further questions or concerns. You can also find my original email below which contains full details of your case.Regards,[redacted]EA Customer Relations

Complaint: [redacted]I am rejecting this response because: while the company has made contact, they have yet to provide the missing content and compensation for lost prizes, rewards and so...

on.  They have not yet even provided a list of what I will receive and when.  Essentially, they have done nothing.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
 
My apologies for what I have done. I am really regretful what I have done. I promise you people I learned a lesson. This was my first time using a mod in this game. I never did it in last 8 months from the day of buying FIFA 17.
I want to play this game very much and want to buy the FIFA 18 too. I promise I will never use any mod or patch or hack in any game. Just please Unlock my account. And I want to report this site.
https://letsfut.com/
This site has been promoted to me through my gmail address where they are taking money to provide you this kind of mod. And I am really regretful that I used one. But I thought it's safe and official as they promoted also I didnt have any idea that EA has such strict rules as many friends of mine in origin uses this program.
I really hope you people be merciful regarding this. If you check my history since my buying of FIFA 17 untill that week of first week of june I never used any hack program. Please consider this and be a little merciful to me, I promise I will never use any hack program like this in the game. And I didnt continue to use the program with my FIFA. I just played a whole weekend league using this program.
If you cannot give me my access back, then please consider and tell me. Is there any way for me to get a little discount on FIFA 18 so that I can PreOrder FIFA 18? and will I be able to play FIFA 18 online?
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
Electronic arts did not provide all the information about when and how that action was taken. I need detail information and exact time and report from EA about the accusation they have on me. They just say coin distribution in FUT 18, I do not know how and what made them believe that I did it. Therefore, I would like my account and Fut 18 team to be restored or detail information of investigation they did to accuse me  Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I never got any responso about this matter from EASincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/06/16) */
We will contact the customer and provide a solution for this issue.
- EA Worldwide Customer Experience
Initial Consumer Rebuttal /* (2000, 7, 2015/06/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The...

Company, EA Games, has responded and the issue has been resolved. Thanks to [redacted] C., EA Games Representative, for immediate response, and his efforts in resolving the problem. Thank you, also Revdex.com for your help in this matter.
C. [redacted]

Complaint: [redacted]I am rejecting this response because:
 
EA offered no remedy. Moreover, their standard for evaluating a complaint is if their broken, bloated and larcenous game is functioning "normally."
my complaint is not that the game functions abnormally, but that it was designed with the intention to make as much money off the customer while providing as little substance as possible in what is a pattern of complete disregard for consumer expectations. This company has no concept of value.Sincerely,[redacted]

We encourage this player to report other users for using cheat programs by following the steps listed in the following FAQ: [redacted]Bug reports can be submitted via the [redacted] website and will go directly to the development team for investigation/resolution. If the player wishes to obtain a refund they will need to contact [redacted] to discuss their refund options in line with [redacted] refund policies.

It is absolutely clear that the EA did not analyze anything, not even a reason for which they gave me account banned. why I struggled to get the account back if I knew that I cheated? There's nothing on my account to prove I cheated. my teams are not expensive, my record of wins draws and defeats is not extraordinary. the EA mock loyal customers, are so many people on the EA forums,on anwer EA,on reddit receiving account banned without reason. because sbc,the EA believe that if you sell a player silver or bronze with 10k means you cheat. I lost everything I worked for when he appeared this game. and this because of their. It is my latest game bought from EA  and definitely to convince my all friends to stop buying any game from them,how I was treated by them in this issue they do not deserve anything.

Initial Business Response /* (1000, 5, 2015/06/30) */
Hello Revdex.com,
Thank you very much for bringing our customer concerns to our attention.
I have reached out to the customer to offer a call back to help address her issues.
Thank you,
EA Customer Service

[redacted]I am rejecting this response because: It's not the outcome I desired, and would like the complaint sent to EA's ToS team.Sincerely,[redacted]

To whom it concerns,
 
Thank you for bringing these concerns to our attention.
We will review the case and the contacts made through it and take corrective action where necessary.
We will also contact the customer directly to resolve any remaining concerns or...

issues.
 
Sincerely,
 
EA Help

Initial Business Response /* (1000, 5, 2016/02/26) */
Hello,
We have reached out to [redacted] through our internal channels to discuss this matter more with her.
We have advised [redacted] that we are monitoring the Pogo Chat Rooms to prevent these issues from happening, but that any detailed...

information she can provide about these incidents would help our team to appropriately investigate and track users who may be breaking the Terms of Service.
We encourage [redacted] to continue reporting these users as our Terms of Service team reviews every report of users who may be abusing the chat, tools, or harassing other players. As always, we will be unable to provide any detailed information about actions taken against these users as this would be against Data Protection laws.
Regarding a refund request, we have advised [redacted] that we would need to speak with her in more detail regarding this as refunds can be requested at any time, but eligibility depends on the type of account and subscription made.
As we have not heard back yet from [redacted] regarding the above, we do encourage her to contact help.ea.com in future if she has any queries.
Kind regards,
EA Customer Support

We have discussed the matter with the customer. The issue has been addressed and we ensured they are able to get in contact with us in the future with any further concerns not concerning goodwill or compensation. Electronic Arts Worldwide Customer Experience

Hello [redacted],
 
A player should never be trading their coins from in game Madden Ultimate Team (MUT) for MUTHead coins. We do not own and are not affiliated with MUTHead. It’s practically purchasing coins. A player can purchase MUTHead coins and then trade them with a player to get MUT coins so it is a violation of the Terms of Service.