Electronic Arts, Inc.

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]

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

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

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

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.

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 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

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

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

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, 2015/06/17) */
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, 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.

To whom it may concern, 
I have reached out to this player to address the concerns raised, as such; we consider this matter resolved. 
Warm regards, 
[redacted] – Executive & Customer Relations - EA Help

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

We've reached out to this player to assist him with this Origin account issue. The player is now able to access his account again and was able to update his security information. Thank you for bringing this matter to our attention!

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

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]

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.

We have contacted the player and resolved the issue.
- EA Worldwide Customer Support