Electronic Arts, Inc.

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]

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

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

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, 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.

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

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, 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, 2016/03/07) */ 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.

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

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.

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

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

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.

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]

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]

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]

We have discussed the matter with the player and the issue has been addressed.  We confirmed the customer is able to contact us should they have any issues in the future.Electronic ArtsWorldwide Customer Experience

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

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.