Electronic Arts, Inc.

Initial Business Response /* (1000, 5, 2016/03/04) */
Dear ***, Revdex.com,
Thank you for bringing this matter to our attention
I'm happy to report that after reaching out to *** this issue is now resolved
Kind regards,
***
EA Customer Relations
Initial Consumer Rebuttal /* (2000, 7,
2016/03/08) */

Complaint: ***I am rejecting this response because:
I heard from the
company and they are off Saturday and SundayThey want to resolve it but the funds will not be available they said on my original form of payment 5-business daysWhat's funny is I don't have the original form of payment so I don't know why that was brought upIt was something I believe that I could use that card again to purchase an item in the store cause the card remains on fileWhat if I don't want to purchase an item at the storeThey'd be getting their money and that's what it boils down toIs were is the money goingSo I don't accept until we get the funds or a response back.Sincerely,*** ***

Complaint: ***I am rejecting this response because:
Yes
I did receive a response direct from EA on emailI attach a copy of the text for reference
I do not feel this email makes any attempt to address the complaint or offer any solution for me
All the email does is direct me to the FIFA forum post that I already knew ofThe post advises about the glitch, what they did with the update, and says they will keep everyone updated on the matter
The email also shows they are very focused on their upcoming release of the new FIFAgame, and seems to just side step any discussion of the real issue here and my complaint regarding the money spent during the broken glitch in the game
I feel that I have wasted the money on the game because of the following reasons:
The aim is to build your best squad to play games and win games to progress through the leagues and achieve Division one titles
As I was not winning many games and felt a better team would help, I would buy points to buy packs and get new ‘improved’ (Inform or Team Of The Year, etc) playersI was managing to compete somewhere between Division 7-5, maybe getting to Div on a few occasionsI actually have a full spreadsheet that details all games and progress through the divisions that also shows this
Also playing against standard teams (ones in the game from the start) It felt I would really struggle and find they out played my Upgraded ‘Improved’ players every time
This would then mean I would buy more to further improve the team and so on and so on
Now, since the upgrade was released for the game, I have managed to get up to Div and am comfortably holding div much better and the squad is better when it plays than it ever previously was
This is my complaint to clarify, the fact the improved players did not make any difference, and in fact were lower quality, making me think I needed even higher upgraded players, I kept spending the money to try to gain this upgrade benefit I was lead to believe I would get
As a comparison, let’s take a car tyre! I am pumping air in to the tyre to inflate it(money spent on Points to improve players)but there is a puncture in the tyre, so the air is just passing through and doing nothingUntil I fix the puncture I am just wasting the air I am pumping in? A pointless exercise to pump the tyre up until the puncture is fixed!
This I feel was what was happing to me in FIFA during the glitch
I have not felt the need to spend any money in game since the fix was released, further highlighting the fact that I was spending un required money in to the game when I did not need to
The Microsoft transactions confirm this, as I only spent money from Oct 1st (start of the game) until July 7th (the fix was made 12th July)
So, until I have a satisfactory response on this matter I will keep the complaint on going
Many thanks
Regards
***
*** ***

Initial Business Response /* (1000, 5, 2015/08/04) */
We will contact the customer and provide immediate assistance
- EA Worldwide Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/08/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
EA has
completed the transfer as I requested

If the customer wishes to dispute the action taken on their account, they can contact our Terms of Service department directly with any information relevant to dispute the action by following the steps outlined here: ***This is the only means to have this particular matter resolvedThank you for your time and understanding in this matter

Complaint: ***I am rejecting this response because: As the evidence that is supplied isn't sufficient grounds of coin selling and I wish for my account to be unbanned.
Sincerely,*** ***

We have performed multiple in depth investigations on this player's accountDue to the evidence we've found, we will not be reversing the action taken on the account

Initial Business Response /* (1000, 5, 2016/02/08) */
Greetings,
Thank you for your report
I was sorry to hear of this customer experience and hope I might be able to provide some guidance regarding this matter
EA offers our players an opportunity to return their games via the "Great
Game Guarantee", no questions asked should they experience technical issues, in game issues or if the game is just not for themIn short, if you dont love it, return it! This offer and terms associated to it are nearly entirely unique in our industryMore information regarding this offer can be found by following the link below
https://help.ea.com/en/article/what-s-the-great-games-guarantee/
Unfortunately, I have been unable to locate any contact with customer support from this player associated to this issue (second refund request)I recommend contacting the team via our customer service portal by visiting help.ea.comHere you will be able to chat live with a member of the team or request a call back to investigate this issue
Thank you for your time and understanding
Kind regards,
***,
EA Customer Relations World Wide Customer Experience
Initial Consumer Rebuttal /* (3000, 7, 2016/02/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company is correct in that there isn't a request for a refund for the second version that shows in their systemThe problem is, unlike the first version I purchased, the second one doesn't offer the option for a refund on their systemAnd Asking for a refund through emails, forums or through the initiation of a ticket doesn't work because no one actually replies or contacts me backAlso, as I previously mentioned in the initial description, when I spoke with the person in chat that person made it clear that the only way to request a refund is through the web site, I find myself in this situation asking you for helpI have tried my best and exhausted all possible ways to resolve this before coming to you
Final Business Response /* (4000, 9, 2016/02/15) */
Greetings,
Many thanks for your update
Unfortunately, we have still to receive any contact from this customer regarding this matter
As mentioned in my previous reply, I recommend contacting the team via help.ea.com to set up a telephone call back request, email correspondence or live chat session with one of my colleagues
Thank you for your time, patience and understanding
Kind regards,
***,
EA Customer Relations World Wide Customer Experience

Complaint: ***I am rejecting this response because: I have never committed any sort of violation and I have also yet too so any proof of my " violations " Every time I try to reach out to the terms of service team I receive that same automated replyIve been a long supporter of Electronic Arts and cannot believe the way I am being treatedThere is thousands of youtubers, BIG youtubers that advertise coin selling and what not yet they are all still very activeWhy doesnt this prestigious Terms of service team actually go after people that are ACTUALLY ruining the game for everyone elseBut instead, you attack small innocent people that dont have a voiceI play this game with fairness and to release from reality,not to make money or cheatI would really like if I was able to see some proofMay I also mention, which I should have in my complaint, that my account was breached/attempted to be breached and I never received nothing from Ea regardingI found out by doing digging on my accountThe attack happened somewhere in*** *** Can we please work together to find a positive solutionThank you.Sincerely,*** ***

We show no signs or proof that any agent was responsible for the compromise of the accountUnfortunately we will not be able to assist any further with this mater
Electronic Arts Worldwide Customer Experience

I regret that we are unable to assist further with this query, as the Terms of Service team have provided their final resolution in the case and will not be removing the action from this account

We've reached out to the player to provide some additional information on this badgeAfter that information was provided the player was successful in earning the Horseplay badge for No Limit Texas Hold'emThank you for bringing this matter to our attention
Sincerely,
EA Help

Initial Business Response /* (1000, 5, 2016/02/22) */
Hello Revdex.com,
Thank you very much for passing ** our customers concerns
Unfortunately in this matter Real racer is supported by our FireMonkey team and not our team hereI have reached out to the customer and discussed this with him
directlyI have also reached out to our Firemonkey team and they have advised that the customer has been informed of the outcome of their investigation
I have advised the customer to contact the FireMonkey team directly should he have any further concerns on this matter
Thank you
EA Customer Support

Our previous statement still standsIf the player would like further assistance they are welcome to contact our phone support at ***
EA Help

As this query is related to an action taken by the Terms of Service team, this matter would need to be addressed to their team
Any additional or supplemental information that was not provided in previous disputes to the Terms of Service team, can be provided to them by contacting the Terms of Service team directlyEA Help does not have the ability to overturn a Terms of Service decision, and we regret that we cannot assist further through this channel
For more information on how to contact the Terms of Service team, please see our article on EA Help: ***

Complaint: ***I am rejecting this response because:
I was told the exact same thing by the EA Help person in ***I did as I was told, and I received an email saying that "We have have done all investigations possible on this issue and will not reverse this decisionPlease do not expect further responses on this matter"This is really odd, considering that I've not broken any rules in the gameIf I may also add, I have over games across several platforms, and nothing like this has ever happened to me before
Attached is the response I got from EA Help on email and ***.Sincerely,*** ***

Complaint: 12135340I am rejecting this response because:
EA Sports have contacted me through a customer relations person named ***They email I am supposed to email for account disputes will no longer answer me*** said she is hoping that she receives a response from the studio today or tomorrowI have been talking to her for almost two weeks now and it's still not fixedThe studio is taking their sweet time to give some back their account who didn't do anythingI am hoping you guys can help somehow speed up the process as I'm missing out o content in the game and it's not fair because I do not have my account*** has been super friendly and stuff but I just want my account back, and it's taking the studio a long time to unlock me accountSo technically I'm not rejecting the companies response, it's just hey are taking too long to answer and since my problem hasn't been fixed yet I have to reply to you guys or this case would have been closedPlease do everything in your power to help get my account backI love FIFA and can't stand to live without it, it has helped me through some tough times since I'm in and out of the hospital and without I'm super boredI can't do stuff with my friends due to my diseases so I just played FIFANow without it, I have nothing to doPlease do everything you possibly can to help unlock my account
Sincerely,*** ***

Complaint: ***I am rejecting this response because:
Sorry for my laungage BUT THIS IS FKING BULL***
So you didnt unban my 1st accountI dont know whyI made few days ago new account because I dont want to wait so much time not playing FIFA
I added k fifa points and GUESS WHAT? I GOT BAN AGAIN
WTF IS WRONG WITH YOU THERE AT EA?
I played maybe games on that new account and go ban? FOR FKING WHAT?
FOR ADDING FIFA POINTS FROM XBOX SHOP?
I just dont know what to do nowShould I visit my bank, call the police? ***
** *** *** *** * ***
*** * *** ***
Can you do something with this?
I have enough of this ***Why would I spend any money if you just banning people for buying fifa points
Maybe something wrong is with my console?
Please
Sincerely,*** ***

Complaint: ***
I am rejecting this response because: I would like the five day limit extended as I did receive an email from a *** *** Executive and Customer
Relations (***) instructing me to respond to his email address but every-time that I do that I receive a notice of none receipt and that my message to EA could not be delivered because I currently do not have a case open with them Apparently there is flaw in their mail delivery systemI require more time to contact the company and to make my decision. Sincerely,*** ***

We show that the player contacted support on 5/During a phone support call they stopped responding so our support disconnected the callWe suggest if the player requires further assistance that they contact our support at http://help.ea.com/contact-usIf they wish to receive a refund for the
game they will need to contact the location they purchased the game from and seek a refundWe are unable to assist with refunds made with 3rd parties as the purchase was not actually made with us but with a retailer.
EA Help