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. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/08/04) */
We are investigating the issue and will address a solution in any future iterations should there be similar circumstances in the mode.
Electronic Arts
Worldwide Customer Experience
Initial Consumer Rebuttal /* (3000, 7, 2015/08/05)...

*/
(The consumer indicated he/she DID NOT accept the response from the business.)
"In future iterations"
So, exactly what I was saying. Leave it broken, so that when FIFA 16 comes out there is a high demand for a game that actually works properly.
This has been an issue for almost a full year now. There is no excuse for not fixing it prior to this point. You are EA.. You have the man power and financial stability to create a game patch/update. Come on.
Final Business Response /* (4000, 9, 2015/08/11) */
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.
Electronic Arts
Worldwide Customer Experience
Final Consumer Response /* (4200, 11, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Well it has been almost a full year since the problem arose. Since there has not been a patch yet, I think it is safe to say there never will be.
Thank you for the by the script response. I expected nothing less.

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]

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.

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.

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

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]

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.

Complaint: [redacted]
I am rejecting this response because: YOU MADE ME MOVE MY CHARACTERS TO hARBINGER....BUT ONLY MOVED HALF. MOVE THE REST....PUT THEM ON SAME REALM AS THEY WERE MEANT TO BE. THIS IS WHY MY GAME HAS BEEN SCREWEED UP THE WHOLE [redacted] TIME.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/12/29) */
Greetings all,
Many thanks for your report.
Unfortunately, this report does not contain any information regarding then players experience or issue. It is with this fact in mind that we request [redacted] to contact the team via help.ea.com...

regarding their concerns.
Having also reviewed [redacted]'s Revdex.com report, it appears the Revdex.com is being used, to a degree, as a method to bypass [redacted] 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,
[redacted],
EA Customer Relations World Wide Customer Experience.

We received the customer's dispute and reviewed the account.  Though they admitted to Coin Buying after being informed of the original violation that was flagged, we confirmed the actions the customer had taken went against our Terms of Service and the account penalty was confirmed to be...

correct. The decision will not be overturned nor will it be revisited in the future.  We welcome them to contact us at [redacted] should they have other concerns or anything else we can help with.
Electronic Arts
EA Help

We are contacting this player to help them with the issue. For any future billing issues they are free to open a new case at help.ea.com.- EA Help

Initial Business Response /* (1000, 5, 2015/06/17) */
We are investigating the issue and will address a solution in any future iterations should there be similar circumstances in the mode.
Electronic Arts
Worldwide Customer Experience
Initial Consumer Rebuttal /* (3000, 7, 2015/06/18)...

*/
(The consumer indicated he/she DID NOT accept the response from the business.)
This response gives no timeline for rectifying the issue. It states they are addressing the solution in future iterations. Doesn't solve the issue that those of us that buy this game for this feature bought a flawed product that EA has not done anything about.
Final Business Response /* (4000, 9, 2015/06/23) */
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.
Electronic Arts
Worldwide Customer Experience
Final Consumer Response /* (4200, 11, 2015/06/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The issue has not been addressed. It has been ignored. No resolution what so ever.

Initial Business Response /* (1000, 6, 2016/01/08) */
TO whom it may concern,
We have been in contact with MR [redacted] over the phone at this time.
Once we had verified the accounts with him over the phone we deleted the requested accounts.
As such, we consider this case closed at this...

time.
Kind regards
[redacted]
EA Customer Relations
Initial Consumer Rebuttal /* (2000, 8, 2016/01/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes I do accept this and thank them for their help
one thing I wanted to note they really need to make
a way that participants of Pogo can delete their
accounts without it being a hassle providing that
the accounts are within good standards and have
not been banned.

I have reached out to this player to address the issues they're having with their EA/Origin games. We have asked the user to follow some steps to resolve this and prevent the issue from happening in the future, and it appears that at this moment this is resolved.

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. It should be noted that it took over a week to get in touch with the EA correspondent because she would not give me a phone number to call, would only agree to call me between 7AM and 8AM, and wouldn't respond to my emails for days at a time on three separate occasions. Sincerely, [redacted]

Initial Business Response /* (1000, 6, 2016/01/11) */
Hello Revdex.com,
Thank you very much for sending us our customers concerns.
I have now reached out to the customer and addressed their concerns with them. In this case the complaint is made to ourselves however the issue is with Fire Monkey...

support. I have reached out to the FireMonkey team to help the customer become engaged with them.
I am happy to report this has now happen and the customer is happy with this resolution.
Thank you.
EA Customer Relations.
Initial Consumer Rebuttal /* (2000, 8, 2016/01/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted] from EA as reached out to myself and redirected me to correct studio with Firemonkeys to address issues. Closing issues on my side. [redacted]

This is not a computer generated response and, as mentioned previously, we have determined the correct account action has been taken and we cannot assist further through this channel, nor can we overturn the violation.
Electronic Arts
Worldwide Customer Experience

We have attempted to contact the player but have not received a response to our e-mail or phone call. We have provided our contact information so the player may contact us if they wish to seek assistance with this issue.Electronic Arts Worldwide Customer Experience