Electronic Arts, Inc.

Initial Business Response /* (1000, 5, 2015/12/16) */
To whom it may concern,
Many thanks for sending this customers concerns over to us.
I have reached out to this customer on both the email address association with his Origin Account and the email address associated with this complaint,...

however; I have yet to receive a reply.
I am happy to discuss this further, should the customer get back to me.
Warm regards,
[redacted]
Electronic Arts Customer Experienc

Hello Revdex.com,
 
Thank you very much for bringing the customers concerns to us.
 
I am delighted to advise that I have already spoken with the customer regarding this matter and the issue is now resolved.
 
Thank you.
 
[redacted],
EA Customer Support.

If [redacted] player would like to obtain a refund for [redacted]ir purchase we encourage [redacted]m to review [redacted] EA warranty policy; [redacted]/. For any purchases made on [redacted] console we encourage [redacted] player to contact [redacted] support to discuss [redacted]ir refund options as we do not have access to [redacted]ir billing system.

We are currently investigating the root cause of the issue and continuing to work with [redacted] as we move further into the case.
Electronic Arts
Worldwide Customer Experience

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 "[redacted]". Additional information regarding this process can be found by following the link...

below.[redacted]Thank you for your time and understanding in this matter.

If the customer wishes to dispute the action taken on their account, they should contact our Terms of Service department directly with any information relevant to dispute the action by following the steps outlined here: [redacted]
This is the only means to have this particular matter resolved. Thank you for your time and understanding in this matter.

Initial Business Response /* (1000, 5, 2016/01/26) */
We've reached out to this player to further discuss this matter. The date of the refund and the date of the charges in question are exactly 5 days from the refund being processed, which may indicate it was a credit versus a charge. We have...

requested the player contact his bank to confirm this information.

Initial Business Response /* (1000, 5, 2015/12/17) */
Hi there,
Thanks very much for reaching out to us.
I've sent an email to [redacted], to explain the situation.
As he has mentioned, our FIFA Studio is currently investigating the customer's account, and will be in touch with him very soon...

with an update.
We apologize for any inconvenience caused, and appreciate the patience while this process is taking place.
I've let [redacted] know how to contact us in future if he has any further questions.
Kind regards,
[redacted] S.
EA Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are accusing me of the following things after they found that my account violated their TOS.
"Thank you for contacting us regarding the action that was taken on your account.
The action pertains to the following violation:
Promote, encourage or take part in any activity involving hacking, cracking, phishing, taking advantage of exploits or cheats and/or distribution of counterfeit software and/or virtual currency/items.
After thoroughly investigating your account and concern, we found that your account was actioned correctly and will not remove this sanction from your account.
Thank you,
EA Terms of Service"
I [redacted]'t have the knowledge to do any of those things, they [redacted]'t want to go into specific details and if these things occurred on December 13th, 2015, I only logged in to my account before 4pm pst and the only things that I did was list the cards that I traded with using a very popular and legal method used by many. I believe this was either a case of mistaken identity or that some one may have hacked my account.
Also, if EA do not want to give me my account back, then I demand a refund. Ultimate team is the mode where I have spent the majority of my time and money and since it looks like I will no longer have access to that mode. I want my money back. This company has decided to take action on my account, I am innocent, I have never done the things that they have stated, I have know knowledge of how to even do those things.
Regards,
[redacted].
Final Business Response /* (4000, 9, 2015/12/28) */
Hello again,
Thanks very much for contacting us.
As [redacted] has advised in his email, the FIFA Studio have investigated this account and found it to be in breach of our Terms of Service.
Should he wish to dispute the action taken on his account, he will need to contact our Terms of Service team directly at [redacted]@ea.com if he feels this was made in error. I regret that as this is a Terms of Service matter, that we would be unable to provide further assistance through the Customer Support channel for this incident and that only the Terms of Service team can make changes to his account at this point.
Thank you for your patience and understanding in this matter.
Sincerely,
[redacted] S.
EA Customer Support

Complaint: [redacted]I am rejecting this response because: after being treated in a poor and unprofessional manner in various back and forth emails with an individual who would during the entire time of our  correspondence  only say his name was [redacted] and his supposedly tile is that of Executive & Public Relations nor would he provide me a telephone number so we could solve this matter via a telephone conversation quickly rather the process had to be draggged out over two weeks. During said,  correspondence this representative on several accounts me snide remarks regarding my emails that I had sent to him in my efforts to explain in great detail everything that had occurred (which were several issues) he would make it a point to say things like "thank you for your lengthily email, I'll try to read it all" in other emails he would attempt to use words that would imply he felt I was a person of limitled  vocabulary and that my level of intelligence was beneath that if his. I can see now why I was treated by the frontline employees in the manner as I was because it would seem that the problem starts with management and flows down to them.  One can only hope that the true executives of EA feel this way and that this person [redacted] is simply within middle management.  The offer he said that had to come from his superiors was one of items within the game that had a less than $20 value which would imply that EA cares not for the vast amount of individuals who as their customers spend large sums of really money on digital currency which in fact has no true value.  To say, I am offended is beyond words.  I had in an effort to resolve this situation let his snide remarks go so that this could be put behind us but now that the end of the process has occurred it's time to speak plain and clear.
I had suggested a compensation package that by the industry standard level from other companies such as this was extremely fair not in any way could it be considered extreme or shall we say "over the top" but rather was insulted with a offer that shows the true and hard reality of The atmosphere that exist within the company  regarding how the customer is perceived from EA's point of view, that of being  take me or subservient to their needs and one in which not to give a damn about.
in my response letter to this [redacted], I said all of this in addition I stated that I would be sending copies of all of our  correspondence to various high ranking executives within EA such as CEO [redacted] while also sending copies to [redacted] of LucusFilms as this is a game in which the story is about the Star Wars Franschise Its my hope that either Mr[redacted] or or their Disney Executives would not want loyal Star War fans to be treated by a company they have given the rights to do such a game.
Sincerely,[redacted]

Greetings,
 
Many thanks for your update.
 
I will contact this customer directly in the next 24 hours regarding this issue.
 
Many thanks for your assistance and patience in this matter.
 
Kind regards,
 
-[redacted] T. – Customer Relations -EA Help

The customer has been in touch with our support and the issue has been investigated and addressed.  We cannot assist further through this channel, nor can we overturn the violation.  Should the customer have any other questions or issues, they are welcome to open a case at help.ea.com and...

we will be happy to assist.
Electronic Arts
Worldwide Customer Experience

Complaint: [redacted]I am rejecting this response because: I would like my account back even if they keep my coins I would like my account back especially since they never wanted me before banning me and I don't feel that I broke the rules I have spent money on FIFA points to do Fut drafts and open packs and have done well in getting elite in Fut champs so I have no reason to break the rules Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/03/21) */
To whom it may concern,
Many thanks for sending this customers concerns over!
I have reached out to this customer and addressed all of the concerns raised, as such; we consider this matter resolved.
Warm regards,
[redacted]
EA Customer...

Relations World Wide Customer Experience
Initial Consumer Rebuttal /* (2000, 7, 2016/03/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Resolution was met. I am happy with response. Thank you

Complaint: [redacted]I am rejecting this response because I have contacted the Terms of Service team 5 to 6 times with rejections each and every time. I am unsure how it can be said "the correct action was taken" when no one has spoken to me regarding evidence that I can provide (i.e. Bank and Paypal statements).
I reject this response from EA and demand a better response.
Sincerely,[redacted]

We show no evidence of the account being compromised during the time of the ToS violation. The ban on the account will be upheld and we will not be able to revisit the matter. 
Electronic Arts Worldwide Customer Experience

Initial Business Response /* (1000, 5, 2015/09/04) */
To whom it may concern,
Many thanks for sending over this customer's concerns.
I have reached out to this customer and will be communicating with him directly to discuss the matters raised.
[redacted]
Electronic Arts Customer Experience...


Initial Consumer Rebuttal /* (3000, 7, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received two e-mails from a representative of a comapany. One e-mail stating that they could no do the refund and that they could not see why my account was restricted. They informed me that I would have to contact someone else within the company about these matters. First of all, I have. This is why I responded with a Revdex.com complaint. Second of all, no one seems to know why my account has been banned. Weird. I want answers and I want my money back.
Final Business Response /* (4000, 9, 2015/09/09) */
To whom it may concern,
With regards to the customer's request for a refund, I have informed the customer that as the transactions he is seeking to refund were not made via EA, we cannot assist in having these refunded.
Any queries relating to Terms of Service restrictions can only be discussed with the Terms of Service Team, I have provided the customer with their contact details.
Kind regards,
[redacted]
EA Customer Relations World Wide Customer Experience
Final Consumer Response /* (4200, 11, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You have SOLVED no issues. Thanks for taking my money and wasting my time.

Initial Business Response /* (1000, 5, 2015/07/09) */
The issue has been addressed and we ensured they are able to get in contact with us in the future with any further concerns.
Electronic Arts
Worldwide Customer Experience
Initial Consumer Rebuttal /* (2000, 7, 2015/07/10) */
(The...

consumer indicated he/she ACCEPTED the response from the business.)
I was able to get my money refunded through my credit card company...but I was glad to blow the whistle on the shady auto-renewal policy that is apparently standard procedure @ ea sports.

Initial Business Response /* (1000, 5, 2015/12/22) */
To whom it concerns,
Thank you for bringing this matter to our attention.
We have contacted the customer directly to inform him of the reasoning behind his FIFA account access issues.
Warm regards,
[redacted]
EA Customer Relations World...

Wide Customer Experience

Initial Business Response /* (1000, 5, 2016/02/11) */
Greetings,
We have contacted this customer directly and addressed her concern over the phone.
Thank you for your time and understanding in this matter.
Kind regards,
EA World Wide Customer Experience.
Initial Consumer Rebuttal /*...

(2000, 7, 2016/02/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company was very prompt in calling me regarding this matter. I was treated with courtesy and concern and respect and I received an apology and a small gift on their website where I play pogo games. Our conversation was regarding the lack of help and communication that occurred from the beginning of the problem I had with this game website. However, the matter of possible security breach is still an ongoing process between this company and myself. We have excellent communication now and I feel satisfied with the responses from this company. For any future possible problems I have a contact person I can reach directly within this company.

Given the sensitive nature of this issue, we have a dedicated team who is tasked to address such matters. Customer Support does not have an estimated time for when the investigation will be completed. We will be in contact to let them know the outcome of the investigation once it has been completed.