Electronic Arts, Inc.

Initial Business Response /* (1000, 5, 2015/09/14) */
Hello,
Thank you for passing [redacted] concerns of this customer to us.
We have reached out directly to them via our internal support process to address their concerns with them, and work towards a resolution of this...

case.
Regards
[redacted]
EA Customer Experience
Final Business Response /* (4000, 8, 2015/09/25) */
Hello
After making contact with this customer, and offering to assist them in troubleshooting any specific technical or gameplay issues that they might be experiencing, the customer has ceased responding to us.
As we have not been able to discuss this further with the customer for a week now, we can only presume that they no longer wish to address this issue directly with us.
Should they wish to respond again, we would be happy to continue to work with them on this issue.
Regards
[redacted]
EA Customer Experience

Initial Business Response /* (1000, 5, 2015/10/29) */
To whom it may concern,
I have reached out to this customer via email to let him know that I have added the missing content to his account.
[redacted]
Electronic Arts Customer Experience
Initial Consumer Rebuttal /* (2000, 8,...

2015/10/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I had already tried to request closure to the ticket as they have reached out in an email mentioning that they had added the missing content to my account. I checked their game client using my account and the product does show up now. Unfortunately, the Revdex.com website did not have such an option to close the case after the company had reached out with a response.

Initial Business Response /* (1000, 5, 2015/07/03) */
Dear [redacted], Revdex.com,
Thank you for bringing this matter to our attention.
If you wish to dispute any action taken on your account by our Terms of Service team you would need to contact them directly on the below email address. We have an...

official disputes process where you can appeal any action taken.
Please send an email to the below address with full details of the case and they will get back to you with a decision.
[redacted]@ea.com
I'm afraid we wouldn't be able to comment any further on this matter and only the Terms of Service team can assist further.
Kind regards,
[redacted]
EA Customer Experience
Initial Consumer Rebuttal /* (3000, 7, 2015/07/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I followed that procedur, and it failed. The last word in the response says that they will no longer respond to emails . I sent a response to their email but I have no faith that I will be further correspondence and since I did not actually cheat I cannot believe that they did any actual research. I then tried to speak with live support . They are unable or willing to speak with me . So the answer to this complaint is that there is no real dispute procedure . The customer sends an email they immediately respond that the decision was correct and then you just supposed to accept that . They have no ability to speak to a live person concerning the possibility of an account be shut down taking away hundreds of dollars spent over the last couple months .
Final Business Response /* (4000, 9, 2015/07/09) */
Dear [redacted],
Thank you for updating us.
I'm afraid the final decision in regards to any action taken on your account rests with the Account Disputes team. As such we unfortunately aren't in a position to discuss this matter any further.
I can also assure you that action is only taken on accounts when we can verify that a breach of our Terms of Service has taken place.
I apologize that we weren't able to assist any further in regards to this particular matter.
Regards,
[redacted]
EA Customer Experience
Final Consumer Response /* (4200, 11, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The dispute team is unwilling to communicate. The one respsonse I received says they investigated and the action was appropriate. There are two clear issues with this:
1. I did not exploit.
2. I sent in a ticket after accidently selling back the stack of 50 chairs (game item) right away to via the ticket system. Oddly that ticket to this day is not listed on my ticket history. Normally they dissappear for a bit while being routed and handled. So basicly I reported myself and got punished for it.
Now that team has nothing in place for me to talk to someone. Apparently the EA customer service team is unwilling to corresponde within their company. Very unsatisfying.

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.

Complaint: [redacted]I am rejecting this response because: it has now been a week since I made the complaint and they have not offered me any update or support. I have spent thousands on this game and they have since banned me and even with prove they are not acting quick enough. It is shocking customer service and this is happening with a friend too.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

Complaint: [redacted]I am rejecting this response because:
I am not sure what more I can possibly do here. Customer Service apparently cannot help. The Terms of Service team offer no support, no explanation as to why or how they concluded that my account should be banned, and have now closed my case. In their own words, "After completing two full investigations into your complaint, we consider this matter closed." How can it be closed when I'm not even told what I have supposedly done wrong, to allow myself to then defend my position? I know that I have broken no rules. I have now lost a number of weeks play time of this game as a result. I will not be giving up until my account is un-banned and I can continue playing the game that I purchased. EA is like a closed book that will not display any information. In what world is guilty until proven innocent, although we won't tell you what law you broke, acceptable? "You are under arrest, you have the right to an attorney, however you will not be told what law you have broken and you will receive no further correspondence from us, so good luck defending yourself!" It's absolutely ridiculous. Please, please, please can EA put some more effort into supporting and helping a loyal customer as I feel like I'm continually walking into a brick wall.
I have CC'd the Terms of Service team, so hopefully they can provide some meaningful assistance for me.
Sincerely,[redacted]

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.

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]

We have discussed the matter with the player and the issue has been addressed.  We confirmed the customer is able to contact us should they have any issues in the future.
Electronic Arts
Worldwide 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.

Initial Business Response /* (1000, 10, 2015/07/29) */
We've followed up with the customer regarding this complaint, and worked with them to address their concerns as well. The customer has been provided with details about how they can contact us in the future should they need assistance again, and...

we'll be happy to help if we hear from them in the future. Thank you.
Sincerely,
EA Customer Support

If the customer wishes to dispute the action taken on their account, they can contact our Terms of Service department directly from the e-mail address registered on their account, 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.

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.
Thanks for the help.
Sincerely, [redacted]

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.

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.

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

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

We are in contact with this player and have responded to this issue.
- EA Help

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