Electronic Arts, Inc.

Initial Business Response /* (1000, 5, 2015/12/16) */
Hello Revdex.com,
Thank you very much for passing ** our customer concerns to us.
I have been able to reach out to the customer directly via our internal tools and I am happy to report their issues are now resolved.
We now consider this...

matter resolved.
Thank you.
[redacted].
Initial Consumer Rebuttal /* (3000, 7, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business did unlock my accounts. However, they are holding me responsible for this despite admitting my account was compromised while I had a mobile authentication app from their company on my phone that has not going missing or stolen. Also while this whole ordeal has been going on a second charge was made to the bank account. I provided [redacted] with a bank statement showing that no money had come back and a second charge and been made. He provided no explanation why this charge had been made. As it is my mother's bank account she is meeting with her banker tomorrow to further investigate things from our end. As before I can provide the Revdex.com with any correspondence or documents I have provided to EA/Bioware.
Final Business Response /* (4000, 11, 2015/12/22) */
Hello Revdex.com,
I am very happy to report that we have contacted the customer once again and have now fully resolved their issues.
The customer has agreed that the case is now resolved on both sides.
Thank you once again for forwarding our customers concerns to us.
EA Customer Relations
Final Consumer Response /* (2000, 15, 2015/12/23) */
I wasn't sure how to go about this, but I would like to close my case. We finally got the issue resolved. [redacted] was quite helpful and I am satisfied with the results.

Initial Business Response /* (1000, 5, 2015/12/21) */
Hi Revdex.com,
Thank you for sending this over.
I will reach out to the customer and assist.
Kind Regards,
[redacted] W
EA Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/12/23) */
(The consumer indicated he/she DID NOT...

accept the response from the business.)
Not as of yet. I received an email yesterday from [redacted] W. Requesting contact information along with account information for Electronic Arts. All information he requested was provided. Did not receive a call nor email following up today. His email states he's available M-F 9am-6pm gmt yet did not leave a phone number to contact. Electronic Arts help line is a recording with no option to speak to a live person. Thanks
Final Business Response /* (4000, 9, 2015/12/30) */
Hi Revdex.com,
I have been in touch with the customer and we are working towards a resolution.
Kind Regards,
[redacted] W
EA Customer Relations

We will not issue any compensation for this players feedback. Our previous answer still stands and we will not discuss this matter any further with this player. If they have any further questions or concerns they are welcome to contact our support at http://help.ea.com.
EA Help

Complaint: [redacted]I am rejecting this response because: they simply sent me an email detailing the issue that I am already aware and made no attempt to compensate me as per my request. Sincerely,[redacted]

Initial Business Response /* (1000, 7, 2016/03/10) */
Hi Revdex.com,
Thank you for raising this to our attention. We have reached out this user through our channels on the 24th of February and have been discussing this with him since. I've sent a new proposal to this user on Saturday the 5th of March...

and we are yet to hear back from the user. Once we have a response from our this consumer we should be able to move forward towards case resolution.
Kind regards,
[redacted].
Final Business Response /* (4000, 10, 2016/03/16) */
Hello Revdex.com,
Thank you for raising this to our attention once again. We have been working with this user since the escalation was brought to our attention.
There was a development with this case on the 5th of March allowing us to proceed with the account deletion request however we haven't heard back from the user since. We've sent several emails to his various accounts however he remains unresponsive. I've invited him to get back in touch with me if need me.
Kind regards,
[redacted].
EA Customer Support.

Complaint: [redacted]I am rejecting this response because:
 
Dear EA, 
 
I am unaware of recent contact with you, I was referring to your comments on my Revdex.com feedback. If I have contacted you recently as you state, perhaps my account is still being controlled/influenced by those who hijacked my account. I had a lot of coins, so perhaps they are trying to get my details again.
I believe I fell victim to a fake response on your [redacted] page, which linked me to a fraudulent website during the period when TOS violations took place. 
I hadn't really played FIFA much around that period, so I imagine they had plenty of time with my account.
In regard to the 'botting' accounts, I literally have no idea to what you are referring and I imagine they are linked to the people whose [redacted] link I clicked on.
I hope the people who took the coins from my account have been banned too.
 
Thank you for taking the time to read my appeals through the Revdex.com; I felt it was the best way to contact you with that attscks on my account on going. I understand that I am unlikely to get my account back, but wanted to try as I hoped you'd see my point of view.
Sincerely,[redacted]

The advisor this player has been working with was out of the office and unable to respond immediately, but we are working with this player to resolve the issues they are experiencing.

We reached out to the player to address the concerns raised around their refund request. We have worked with them directly, as well as provided contact information for any future concerns that may arise.

Initial Business Response /* (1000, 5, 2015/05/25) */
Greetings,
Thank you for your report!
We were sorry to hear of this customers experience and hope a resolution can be found in the very near future.
I have just reached out to this customer directly. 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 Business Response /* (1000, 5, 2015/11/23) */
To whom it concerns,
Thank you for bringing this matter to our attention.
We will reach out to the customer directly in order to resolve his concerns as quickly as possible.
Best regards,
[redacted].
EA Worldwide Customer Experience

Initial Business Response /* (1000, 5, 2015/09/04) */
To whom it may concern,
We have investigated our customers issue and contacted the customer directly by phone and are working with them to fully resolve their issue.
Thank you!
[redacted], EA Customer Experience.

Complaint: [redacted]I am rejecting this response because: Nothing has been done so far. Just broken promises via email and absolutely no hope of a resolution.Sincerely,[redacted]

The customer has discussed the issue with us and the issue has already been addressed.  As previously mentioned, we cannot assist further through this channel, nor can we overturn the violation.
Electronic Arts
Worldwide Customer Experience

To whom it may concern,
Many thanks for sending these concerns over.
I have reached out to this customer and resolved the concerns raised, as such; we consider this matter resolved. 
Warm regards, 
[redacted] – Executive & Customer Relations - EA Help

Dear Electronic Arts, I recently wrote a review of Electronic Arts on the Revdex.com website, regarding a locked account which I believe was done unfairly. They stated that I should get in touch with their customer service team, which I have and was met again with an accusatory and unhelpful tone on EA's live chat service. This is a long running dispute, I have contacted EA many times, with little to no help towards solving this issue. I have proven to them, on numerous occasions that suspicious activity on my account around the time in which they state a TOS violation occurred on my account. I lost a lot of coins, and then was banned. I reported this at the time, but it seems to have been forgotten. It is rather distressing, considering the amount of time and effort put into my Ultimate Team, that this has occurred. I have been an upstanding member of the FUT community, I even contribute towards their database in a role as a WWE editor. With this in mind, I believe it extremely unfair, that my evidence has been so quickly dismissed, and exchanged for a accusatory tone from Electronic Arts. Considering, the recent debacle with their in game chemistry system, and the issues of refunds surrounding that, I believe that their customer service is really letting the player base down. I am so fed up of meeting generic responses, automated replies and horrendous customer service from this company. People spend hundreds, if not thousands on your games, the least they should expect is a solid, personal customer service experience, rather than one of walls and limited responses. I understand that you must get hundreds of attempts to unlock accounts, most of which I imagine have been locked for legitimate reasons, but please take into account these facts and understand that my point is fair, and that what you've done to me by locking my account in this manner was unnecessary and unfair. *Been playing FUT since, FIFA 09; no infractions to my name. *Regular poster on EA FIFA Forum. 5000+ posts. *WWE Editor for the Barclays Premier League. Thank you for taking the time to read my complaint, I am hoping that this time, I can get a fair hearing in dealing with my issues, instead of the disappointing tone taken with me in the past. I am innocent, of these TOS violations. email: [redacted] GT: [redacted] Yours Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/07/06) */
Thank you for bringing this to our attention, we will reach out to Mr. [redacted] and work with him directly to address the situation.
Initial Consumer Rebuttal /* (2000, 8, 2015/07/07) */
(The consumer indicated he/she ACCEPTED the...

response from the business.)

We've contacted this player to gather the information needed to assist her with the refund she has requested. At this time, the refund has been processed and the player notified.

Complaint: [redacted]I am rejecting this response because: I am taking this dispute to arbitration, see the attached picture for EA's reply to my email that took half an hour to write. EA please provide the dates in which the violation apparently happened on my account, if anything ever did happen to my account it would have been in November last year as I moved out to my own place. Funny how EA have waited until after Christmas/new year/TOTY/Black Friday/Cyber Monday and then wait until March to react??? Please provide date of offence 
Sincerely,[redacted]

To whom it concerns,
 
Thank you for bringing this matter to our attention.
I have been in direct contact with this customer to discuss these concerns in detail.
Although I have not received any response, I hope that I have been able to resolve any remaining issues and we invite him to...

respond should he have any further concerns.
 
Thank you for your time,
 
EA Help.

We have confirmed that the ToS violation was done by the player. We have also found a total of 26 botting accounts tied to this player as well. Also our records show the player has attempted to get around the ban by contacting support to have their gamer tag removed from the ban EA account so they may attach it to a unbanned EA account. All of this has been confirmed by both myself and by the studio. We will be upholding the ban as requested by the studio.
Electronic Arts Worldwide Customer Experience