Electronic Arts, Inc.

To whom it concerns,
 
Thank you for bringing this customer's mater to our attention.
I have reviewed the issue in full and have since been in direct contact with the player.
I hope that I have been able to resolve this matter to the player's satisfaction but if there are any remaining...

issues, we invite him to reply to us directly.
 
Sincerely,
[redacted] – Executive & Customer Relations
EA – Worldwide Customer Experience

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, 2015/08/20) */
Greetings,
Thank you for your report.
We were sorry to hear of this customers experience and hope that a resolution can be found in the near future.
I have reached out to this customer directly to address this with them. We would like...

to encourage them to reply at their convenience so this matter can be addressed in a timely manner.
Thank you for your time and we look forward to assisting this customer in the very near future.
Kind regards,
[redacted],
EA Worldwide Customer Experience.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am thankful to Revdex.com and to the executives in charge of EA for looking into this issue.
The matter has been resolved in a very agreeable way. The lower tier of EA's customer service was disappointing and unfair but once this was properly escalated, I can't praise enough the quality, dedication and competence of their top tier customer service. The issue was found and properly handled.
Thank you Revdex.com and EA.

The issue the player reports was addressed and compensation was issued to players who experienced the issue. We have provided this information to the player on this issue. If the player has any further questions or concerns, they may reach us at [redacted]
 
EA Help

Initial Business Response /* (1000, 5, 2015/09/08) */
Greetings,
This is [redacted] from our customer relations team in EA, I'm getting back in touch with you in regards to the issues you are encountering on Madden 16.
First of all I apologize for any inconvenience caused by this issue, I have...

now taken ownership of your case and if you need anything in regards to this issue you can get in touch with me directly.
I've taken the time to investigate this case fully and it appears that the even though the entitlements are linked to your Madden account the packs aren't coming through to your account which is why our agent was positive that you were going to receive the content.
I have already manually granted the Playmaker pack which should already be available however we are currently unable to grant the 40 packs you receive along side with the starter pack. As the this content should be on your account I would like you to try a workaround which may enable the missing packs.
In the Playstation Settings menu select PlayStationTMNetwork/Account Management and then choose the Restore Licenses option.
If you become unable to start content you downloaded from PlayStation(r)Store or become unable to use add-on content, this might fix the problem. If you not please get back to me and I will continue to work with towards the resolution of this issue.
Kind regards,
[redacted].
EA Customer Relations World Wide Customer Experience
Initial Consumer Rebuttal /* (3000, 7, 2015/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The workaround provided did not work. I replied to the email they sent, letting them know it did not work. I am still awaiting a reply to that email.
Final Business Response /* (4000, 9, 2015/09/12) */
Hello,
Thank you for your update. We are currently working with this user in order to resolve this issue. We have been in touch with him since this update via our internal system and we are looking into his issue.
Should the customer get back to you please feel free to update the Revdex.com.
Thank you,
Kind regards,
[redacted].
EA Customer Relations World Wide Customer Experience
Final Consumer Response /* (4200, 11, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Still in contact with EA however no fix has occurred as of yet.

We have reached out to the customer but have not heard back at this time.  Should the issue still be occurring, we welcome them to contact us back and we will be happy to assist.
Electronic Arts
EA Help

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

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

To whom it may concern, 
 
We have reached out to the consumer in regards to this matter, and we have provided them with information and troubleshooting steps to resolve the issues they have encountered.
 
Regards,
EA Customer Relations | World Wide 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]

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]

We have looked into the feedback provided by the player and have verified the game is working as intended.  We have informed the player of this and that we do not have the ability to issue a refund for a purchase made with a 3rd party. We have informed the player to let our support know if he...

has any further questions we can assist with by contacting us through [redacted]Electronic Arts Worldwide Customer Experience

Initial Business Response /* (1000, 5, 2016/01/06) */
Hi Revdex.com,
Thank you for sending this over.
I have reached out to the customer and we are working towards a resolution.
Kind Regards,
[redacted] W
EA Customer Experience
Initial Consumer Rebuttal /* (2000, 8, 2016/01/07) */
(The...

consumer indicated he/she ACCEPTED the response from the business.)
[redacted] helped me restore all functions to my laptop and helped me with the original issue I called about. Everything is up and running as expected now.

Initial Business Response /* (1000, 5, 2016/01/08) */
To whom it may concern,
Thank you contacting us regarding this. We have reviewed this case at the highest level, and are satisfied that the sanction applied was correct. As such it will not be possible to fulfill this customer's...

request.
We have reached out to them through our internal support tools and notified them of the result of the review.
Kind regards
[redacted]
EA Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2016/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unacceptable. Vague response with no proof of supposed violation.
Final Business Response /* (4000, 9, 2016/01/13) */
To whom it may concern,
We have investigated the customers issue and emailed them to advise that his account has been permanently blocked. This was put in place according to our Terms of Service as transactions were preformed outside our in-game limits and a pattern of play was detected that provided an unfair advantage over other players.
As this has been communicated to the customer we now consider this matter closed.
Kind regards
[redacted]
EA Customer Relations
Final Consumer Response /* (4200, 11, 2016/01/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No their response was the same as before. Banned from a paid service for a vague reason with no proof or evidence. Their response was the same as before. Stonewall the customer.

Complaint: [redacted]I am rejecting this response because: Requesting a credit for the games their rep could not help me with and the games they did not provide.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.
it doesn't matter what myself or anyone else does at this point they will not budge on their stance. It's a farce and a slap in the face to anyone that has bought the game 
Sincerely, [redacted]

We will contact the player and respond to this complaint.
- EA Help

Dear [redacted], Revdex.com,Thank you for bringing this matter to our attention.I have reached out to you directly via the email address provided on this Revdex.com Complaint with further information on this matter. If you could please review this and reply at your next convenience.I look forward to hearing from...

you.Regards,[redacted]EA Customer Relations

Initial Business Response /* (1000, 5, 2015/10/26) */
To whoom it concerns,
Thank you for bringing this matter to our attention.
We will contact the customer directly and resolve any concerns.
Best regards,
[redacted] S.
EA Worldwide Customer Experience

Initial Business Response /* (1000, 5, 2015/11/23) */
Hello Revdex.com,
Thank you for bringing this case to attention, very sorry to hear this customer has experienced issues the Battlefield Hardline.
I will investigate the report, reach out to the customer and work towards a resolution.
Kind...

Regards,
[redacted].
EA Customer Relations