Electronic Arts, Inc.

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

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

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]

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]

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.

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

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]

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]

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.

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

Complaint: [redacted]I am rejecting this response because you ea tos where to contact me and as of to date they have not. Upon phoningcusromer services I now fond my review was rejected. No explanation no reason as to why the sanction was put on me in the first place and still no reply from the tos you said would be in correspondance with me. Yet more awfull customer support from your company. I have spent to date over £756 on your virtual comodity and yet you have treated me with utter contempt. I have acted within the games perameters. I dont cheat amd I strong object to how ive been treated as a loyal customer. I wont be going away on this mattet, I have spent too much money to just bury my head. If you wont help or come to some agreement where ypu reinstate my accpunt I shall make it my personal bussiness via my youtube chamnel amd or networks to inform fellow gamers of this u just act yet more bad publicty for ea. unfairly banning honest customers. I await your responce amd trust this time you give it ypur utmost attention
:Sincerely,[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

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]

Complaint: [redacted]I am rejecting this response because:that is a computer generated response. They will not speak to me, nor explain to me exactly what I did. I have spent over 10,000$ in 6 months.  And they will not even speak with me.  I would like to receive my money back for this. Every time I speak with someone hey tell me they can't assist me and they toward me to someone else via email. Sincerely,[redacted]

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.

Complaint: [redacted]I am rejecting this response because:It is not a refund. But I will speak to them.Sincerely,[redacted]

Initial Business Response /* (1000, 6, 2015/11/17) */
Hello Revdex.com,
Thank you very much for passing ** our customers concerns to us.
I have reached out to the customer to attempt and discuss his concerns. Unfortunately the customer had become irate and refused to speak to us hanging the phone...

up.
I have addressed both of the customers concerns regarding the security key and the Rakghoul plague event. I have provided the customer with as much information as possible on how to avoid the event and on his security key replacement.
Unfortunately the customer has advised us that he does not wish to continue speaking with us on these matters.
We now consider this case closed on our end.
Thank you.
EA Customer Service.

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.

This player has already submitted a dispute against the action taken on his account and we have confirmed a ticket is in queue for this player. Due to the fact that these have to be manually investigated, we currently do not have an ETA on when the investigation will be completed. Once the...

investigation has been completed we will contact the player via e-mail. If the player has any further questions or concerns they are welcome to contact our support at http://help.ea.com.Electronic Arts Worldwide Customer Experience