Electronic Arts, Inc.

Complaint: [redacted]I am rejecting this response because: Not a single attempt to contact me has been made by EA. In fact they have started some of the same practices of uding...

bots in the auction houses of other games that EA runs. They have started using them in [redacted] and Fifa. I want a full refund for every dollar I have spent on EA games due to them rigging their games in every way.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
Complaint ID:
[redacted]
 
I did not understand exactly what you meant in your post, you will try to solve a problem? I send email to [redacted] vain because after I sent the first mail they did not want to give me...

unban. now expect their second response. I sent second mail a few Sincerely,[redacted]

Initial Business Response /* (1000, 8, 2016/03/24) */
Hello Revdex.com,
Thank you for passing ** our customers concerns to us.
I have reached out to the customer and advised of the conditions in open PVP warzones as to what is considered as harassment and what isn't.
I have also offered the...

customer a call back to discuss any of his concerns and to answer any questions he may have.
Thank you.
[redacted],
EA Customer Relations.

Initial Business Response /* (1000, 5, 2016/01/12) */
Dear [redacted], Revdex.com,
Thank you for bringing this matter to our attention.
I have reached out to [redacted] and provided our final stance on the matter. Due to the public nature of this complaint I can't provide any additional details regarding the...

case here.
Regards,
[redacted]
EA Customer Relations

Thank you for this report.
We will investigate this matter and get in touch with [redacted].

Initial Business Response /* (1000, 7, 2015/12/16) */
Dear [redacted], Revdex.com,
Thank you for bringing this matter to our attention.
I have reached out directly to [redacted] regarding this matter and would encourage him to view my correspondence at his next convenience.
Kind regards,
[redacted]
EA...

Customer Experience
Initial Consumer Rebuttal /* (2540, 9, 2015/12/16) */
My account email is [redacted]@ecfs.org
Final Consumer Response /* (4200, 13, 2015/12/17) */
They said they have no knew information for me.
Final Business Response /* (2600, 11, 2015/12/17) */
Dear [redacted], Revdex.com,
I have reached out directly to [redacted] with details regarding the issue he is experiencing.
Unfortunately at this time I'm not able to elaborate further and would encourage [redacted] to keep an eye on there inbox for any updates.
Regards,
[redacted]
EA Customer Experience

Revdex.com:First...

of all, I am happy with the help the Revdex.com has given me. I have reviewed the response made by the business in reference to complaint ID [redacted] and although I am not personal satisfied with the result, I no longer wish to continue this case as my account has been threatened to be deactivated by the business and I do not wish to lose it.Sincerely, [redacted]

To whom it concerns,
 
Thank you for bringing his matter to our attention.
A brief overview of the rules pertaining to FIFA and resulting account sanctions can be reviewed here: [redacted]
 
At this time, this sanction has been...

reviewed directly by our Terms or Service team, the FIFA studio and myself personally.
The customer must contact our Account Disputes team directly should he wish to dispute this matter further.
Details on how to achieve this can be found at the following link:[redacted]
We will be unable to assist further in engaging with an account dispute through any other channel and we must now consider this matter closed.
 
Sincerely,
 
EA Help

Greetings,
 
Many thanks for your report!
 
I was very sorry to hear of this players experience and do hope I might be able to assist. I will now reach out to this player directly and work with them until a satisfactory resolution is found.
 
Kind regards,
 
[redacted] –...

Customer Relations-EA Help |

Complaint: [redacted]I am rejecting this response because: Electronic Arts didn't try to solve the problem, instead they're covering up for their mistakes and asking me questions on how to improve their service. I don't care about giving any feedback or improve their service. As a matter of fact I only care about the game. I asked agents [redacted] and[redacted] to just give me my draft token which they said they can't do that because you got disconnected multiple times, however there's no written policy about draft tokens not being given in case of disconnection. Another thing is that EA doesn't announce responsibility in case of peer-to-peer disconnection which the main point of controversy these days and the reason of most of the complaints. They tried to cover up for their networking issues, as I explained to agent [redacted] that my network is totally fine and everything is working, he didn't provide what's the next step should be. EA's agents are always blaming the customer instead of helping them. I bought a service and I expect that service along with its support in return I got nothing but rudeness and humiliation from the support team. The whole call with agen [redacted] was just something to prove that they contacted the customer but most of the call was him asking me what I think the reason I got disconnected!!! speaking about support that;s their job and only their job for any customer we're not to give any solutions, rather we receive ones.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/07/17) */
We have discussed the matter with the customer and we are looking to get it addressed while confirming the player is able to get in touch with us if they have any questions.
Electronic Arts
Worldwide Customer Experience
Initial Consumer...

Rebuttal /* (3000, 7, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I believe that the representative that contacted me was dealing with me in good faith. The truth of the matter is that the initial problem was dealt with was handled somewhat. The problems with games not playing or loading except for the game slingo ricochet that still doesn't load. The problem with the companies customer support that was the main reason for the filing of the complaint has NOT been addressed. Even though I understand the complexities of software issues and the interactions with other programs is frustrating to say the least, what is more frustrating when an advisor (customer service) keeps sending you to a different person (handing off) to soothe the customer is poor customer support. This is what the complaint is about.
Final Business Response /* (4000, 9, 2015/07/28) */
The concern with the case handling has been addressed and we welcome the player to contact us again should he have any further questions or concerns.
Electronic Arts
Worldwide Customer Experience
Final Consumer Response /* (2000, 11, 2015/07/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Mr. [redacted] has handled this complaint professionally. I truly believe that he means well and has a desire to solve customer complaints. He is although just a cog in a giant machine. While I was attempting to solve another game issue I took note of numerous other complaints such as the one I filed.
Will the site fix it's game issues, I [redacted]'t know. Has Mr. [redacted] addressed the customer service issues, I [redacted]'t know. Has the issues of customer service been fixed, I honestly doubt it.
In conclusion I am willing to give Mr. [redacted] the benefit of the doubt and say that he was able to fix the customer service issues.
A side note
thank you Revdex.com for addressing these issues for me I found your dealings of the matter professionally handled. KEEP UP THE GREAT WORK YOU DO.

Initial Business Response /* (1000, 5, 2016/02/15) */
Hello
Thank you for sending this to us. We have reached out to this customer through our internal support system to address their concerns with them.

To whom it may concern, 
I am in communication with this customer and we are working towards a resolution. 
Thanks, 
[redacted] – Executive & Customer Relations - EA Help

Initial Business Response /* (1000, 5, 2015/12/17) */
Hello Revdex.com,
Thank you for sending this over.
I will investigate and reach out to the customer to assist.
[redacted] Regards,
[redacted] W
EA Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/12/18) */
(The consumer indicated...

he/she DID NOT accept the response from the business.)
The person [redacted] is just telling me I have to wait.. I have been waiting 5 days now with no access to the game which iv spent a lot of money on. They're investigating my account but won't give me a time frame which is unacceptable. I'm the customer and I'm being treated like this.
Final Business Response /* (4000, 10, 2015/12/21) */
Hi Revdex.com,
I have been in touch with the customer to advise on this situation.
The issue is currently effecting many players, the studio are actively working to resolve the issue as soon as possible.
The customer will be notified once the issue has been resolved.
Kind Regards,
[redacted] W
EA Customer Relations
Final Consumer Response /* (4200, 12, 2015/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is totally unacceptable 8 days now without access to the game mode which I play. The customer relations is not solving anything as he [redacted]'t have the power to restore my account. This matter needs to be looked into quickly as I'm running out of patience with ea I am the customer and this is how they are treating me all I get told is to be patient.

Initial Business Response /* (1000, 11, 2016/01/18) */
To whom it may concern,
I have contacted Mr [redacted] directly by phone and he has assured me his issue is now resolved.
I have reached out also by email should he have any follow up questions.
Kind regards
[redacted]
EA Customer...

Relations.
Initial Consumer Rebuttal /* (2000, 13, 2016/01/19) */
Company has responded with an RMA and item has been sent back for refund. Will await crediting of our account before closing incident.

I purchased elites cards during that day with coins I earned properly I never broke a TOS agreement ever..NONE OF THE PLAYERS exploited the set you put out a set that allowed that to happen..I never ONCE BROKE A TOS agreement I bought players off the auction house correctly..This whole issue was THE COMPANIES FAULT not the players fault now I have cards taken away that I bought before this set and a bunch of coins gone because I purchased cards off the auction house LEGALLY and fully within the TOS agreements...ive given EA over 9500+ usd of my money and this is how you are going to treat a customer who plays and buys packs and does things by the TOS. ridiculous 
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/07) */
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
Initial Consumer...

Rebuttal /* (3000, 7, 2015/08/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company refused to accept that they have made a mistake with this expansion pack, instead blaming it on my laptop and stating that I do not own the correct video card to play the game. I do not believe this is true, as I own several other expansion packs besides Island Paradise and have never had a single problem with any of them involving graphics or gameplay. Even if the customer service member I communicated with is correct about my video card, it does not state anywhere in the Origin client or the Electronic Arts website that an upgrade is needed to play this game.
Final Business Response /* (4000, 9, 2015/08/21) */
We have addressed the issue with the player and not meeting system requirements for a game will cause game issues. Our system requirements are posted on several of our Help Pages along with game boxes. The player is welcome to contact us back should they have any other issues.
Electronic Arts
Worldwide Customer Experience

Complaint: [redacted]I am rejecting this response because:Sincerely,
It is unbeliveble, they ban me and write this:
"After thoroughly investigating your account and concern, we again found that we actioned your account correctly after it was found to have violated our User Agreement. We will also be unable to provide any details regarding our internal procedures."
 
What does it mean "We will also be unable to provide any details "? It's illogical, they ask me I have sell coins, who buy it? EA Sports sure know it
or
"What players I sell for violeted User Agreement?" I need know NAME - COINS - AND ALL DETAILSIt's VERY ILLOGICAL, is same as the police came to you and arrest you.You don't know why, and try to ask them why you are arrestet, they answer you that they are unable to provide any details regarding our internal procedures.And the bad things in this story, as soon as Nazi, they not process you, they ban and stop play after you pay a lot of money.[redacted]

Initial Business Response /* (1000, 5, 2015/05/18) */
We are contacting the customer to address this issue directly.
- EA Worldwide Customer Experience

Initial Business Response /* (1000, 5, 2016/03/07) */ Hello We have reached out to this customer via our regular support channels to request additional information that would allow us to assist them. As yet we have not been able to obtain this from the customer. We would be happy to work with this...

customer to help them with their issue, but until they respond to us with the information we need, we are not in a position to assist further. Regards Initial Consumer Rebuttal /* (3000, 7, 2016/03/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have went through their normal channels.. And they gave me the run-around. Stating they would help but offer no solution. Placing me on hold for ridiculous amount of time. Continously Opening up cases, as a facade to claim their doing something. Promising me callbacks and never following through. Also stealing money from their clientele, well I can't speak for other but myself. They make rules and regulation on their programs and then changed their policies as they see fit . The issue is far from resolved Final Business Response /* (4000, 9, 2016/03/15) */ Hello, We previously reached out to the customer to request further information in order to investigate their issue and assist them with it. We would still be happy to work with them, and will do so once they provide the information that we requested on several occasions since this complaint was lodged. Regards Final Consumer Response /* (4200, 11, 2016/03/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have not attempted to reach out in any regard.