Electronic Arts, Inc.

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

We've reached out to this player to provide her with troubleshooting steps to resolve the error message she receives when attempting to play certain Pogo games. We are waiting for the player let us know if she requires further assistance or if the issue has been resolved.

Complaint: [redacted]I am rejecting this response because I have already followed these steps and my account is still blocked. EA have not taken into account the fact I was compromised by a hacker when the terms were broken. I reported the hacker before action was taken to block my account.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/11/04) */
Hello Revdex.com,
Thank you very much for passing ** our customers concerns to us.
I have now reached out to the customer and have asked for them to let me know a good time to call them to discuss their issues.
Thank you.
EA Customer...

Service.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
POGO AT EA WAS ONLY CONCERNED ABOUT THE Revdex.com REPORT, SUGGESTED I USE ANOTHER ROOM TO PLAY IN. ALSO TOLD ME THEY WOULD BE BANNING THE NAMES THAT ARE USING PROGRAMS TO DISRUPT THE CHAT WHICH HAS NOT HAPPENED. THE SAME USER IS STILL THERE LOCKING UP CHAT AND POGO HAS DONE NOTHING TO PUNISH THEM. I HAVE DECIDED NOT TO RENEW ANY OF MY 3 ACCOUNTS. I PAY TO PLAY ON CLUB POGO, WHY SHOULD I BE LIMITED TO CERTAIN ROOM WHILE EA ALLOWS THIS PERSON TO DISRUPT THE CHAT IN GAME ROOMS. I'M FED UP WITH CLUB POGO AND EA.
Final Business Response /* (4000, 9, 2015/11/09) */
Hello Revdex.com,
Thank you very much for the update.
I am very sorry to hear that our customer is still getting frustrated with this issue. I had called our customer last week and advised her to use another chat room that is censored (as she is using non-censored rooms). Using a censored room is a work around to avoid any players attempting to grief her or her friends. At the time the customer had accepted that this was a temporary work around until our studio was able to resolve this issue.
I had advised our customer that our Terms of Service team would be looking into the reports that she had sent on however I did not tell the customer that we would ban any one. I advised the customer that we would look into the reports however we would not be able to update her on the reports directly and the customer understood this at the time.
We understand that there can be frustrations with not being able to use any room that you wish to chat in however, we are not limiting the customer to only one room. The customer is also able to have her friends join the censored rooms with her, if you chooses to join these rooms.
As discussed with the customer this issue is currently being looked into and at the moment I cannot provide an ETA on when it will be fixed.
I will reach out to the customer once again to address any concerns she may have.
Thank you.
EA Customer Service.
Final Consumer Response /* (2000, 11, 2015/11/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept EA's response. But so far they have done nothing to the person who is causing all the havoc. However, I do not accept the fact EA is asking me to change chat rooms due to 1 person's behavior, when all the proof has been sent and he is allowed to remain controlling uncensored game rooms that we pay $39.99 a year to be in. People have been banned from club pogo owned by EA for far less than what this person is doing. I call it unfair practice. You may close the case and thank you.

You want to know how i'm playing currently online? Cause Installed NHL 2018 and if I open NHL 2018 it then allows me to play madden. If you guys at EA sports went to your official forums you could read messages from stuff people has posted online about how to trick the system so they can get into there account they are locked out of. Tell you what I'm at work right now but I will take some pictures tonight showing that I can play my madden game by open NHL first then going back and opening Madden.  Without the NHL game installed on my system I would never been able to play Madden at all. I will also show you a picture of the UK mailing address that is not mine that is attached to the account.
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
Well you need to get better at your job if you think a violation occurred. 
Not SincerelySincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/01/26) */
To whom it may concern,
Many thanks for sending this customer's concerns over.
As explained to the customer, we (EA) do not run PunkBuster; Even Balance are the name of the company who developed PunkBuster. As such, the customer must...

appeal any PunkBuster sanction with Even Balance by opening a ticket, we (EA) cannot overturn PunkBuster bans.
I have provided the contact details for Even Balance.
Thank you for your time,
[redacted]
EA Customer Relations World Wide Customer Experience
Initial Consumer Rebuttal /* (3000, 7, 2016/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No resolve
nothing was fixed and ask for discount or a refund
Punkbuster is a 3rd party that is contracted by EA
they will not stand be hide the customer and will not help to make this right
Final Business Response /* (4000, 9, 2016/02/02) */
To whom it may concern,
Many thanks for sending this customer's concerns over.
As advised previously, as EA do not run Punkbuster; we would not be in a position to assist. I would recommend that the customer contact Even Balance to discuss.
Thank you for your time,
[redacted]
EA Customer Relations World Wide Customer Experience

Complaint: [redacted]I am rejecting this response because:
 
I do not think this is fair considering the amount of money I have spent on the game, I was NOT given a awning and due to this I think I deserve a second chance.Sincerely,[redacted]

We have looked into the action taken against the account and have found it just. We will not be able to overturn the action against the account. The player may review FIFA's rules at: [redacted]If the player has any further questions or concerns they...

are welcome to contact support at [redacted]Electronic Arts Worldwide Customer Experience

Initial Business Response /* (1000, 5, 2015/12/21) */
To whom it concerns,
Thank you for bringing this matter to our attention.
We have contacted the customer directly to inform him of the reasoning behind his FIFA account access issues.
Warm regards,
[redacted]
EA Customer Relations World...

Wide Customer Experience

Initial Business Response /* (1000, 5, 2015/12/23) */
Hi Revdex.com,
Thank you for raising this to our attention I will get in touch with the user and look into this further.
Kind regards,
[redacted]
EA Customer Support.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/25) */
(The consumer...

indicated he/she ACCEPTED the response from the business.)
[redacted]of EA was more than helpful. During this holiday time he was able to escalate my case to the proper team in ea and they were able to see that I got hacked and which players were taken. I logged on today to all of my players back and I am extremely happy and grateful for [redacted]s help.

To whom it concerns, 
 
Thank you for bringing these concerns to our attention.
We have been in direct contact with [redacted] to discuss this matter further.
We hope this matter has now been resolved and we have invited [redacted] to respond to us directly should she have any...

further questions or issues.
 
Thank you,
 
EA Help

Complaint: [redacted]I am rejecting this response because:   As stated in my previous message, terms of service has already been contacted but they still claim that action taken on my account was the right thing to do not considering the fact that its actually has been wrongfully banned. Spending over hundreds of dollars in building my fifa ultimate team club only for it to be wrongfully wiped out by some EA Terms of Service team is totally unacceptable. Please forward this claim to the right department. Sincerely,[redacted]

To whom it may concern,Many thanks for sending this players concerns to us.
Regrettably, for account security reasons; I cannot disclose any further information relating to this players account. However, we have a dedicated team who are tasked to address such matters. Should you believe this...

account action to be incorrectly applied or have some additional information regarding this matter, please email the following address:
[redacted]Additional information regarding this process can be found by following the link below:[redacted]Thank you for your time and understanding in this matter.Warm regards, [redacted]

Initial Business Response /* (1000, 5, 2016/02/15) */
To whom it may concern,
We have contacted this customer directly to advise that this game Plants vs. Zombies Garden Warfare is only an online game and requires an Xbox gold membership to play.
This is stated on the box and if this was...

not visible in the retailers due to the retailers lock box, then this will need to be addressed with the retailer directly.
As such we consider this matter closed.
Kind regards
EA Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2016/02/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This does not address or compensate for my time...gas back and forth to this retailer...or the misleading practice of labeling thus item with a very tiny black box. I do not consider an apology adequate resolution....
Final Business Response /* (4000, 9, 2016/02/17) */
To whom it may concern,
We will not be providing compensation for this issue as we have advised the customer that they will need to address this with their retailer.
As this has been addressed we now consider this matter closed.
Kind regards
EA Customer Relations
Final Consumer Response /* (4200, 11, 2016/02/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, the retailer did not design the teeny tiny box stating additional purchase needed. Second, I am quite certain EA is completely aware of these items being displayed in a lockbox as video games have been sold this way for a very long time. Lastly, no retailer will accept a return for an opened video game. The only option I have is to sell it for MUCH less than I paid for it, or to try to sell it on ebay. Because I feel the notice that additional purchase is required is very tiny and placed on the package where it is very easy to miss, I feel this complaint still rests with EA. The packaging is deceptive. The game cannot be played after I purchased it. I cannot get a refund. I also wasted several hours attempting to install, play and troubleshoot this issue. I am completely unsatisfied. I do not feel my complaint has been addressed AT ALL. VERY unhappy with this company and their lack of regard for customer satisfaction.

Complaint: 12069974I am rejecting this response...

because:
yes, it is true that as of this morning (4/3/17) I have in fact been contacted by [redacted] from EA and we have just started a conversation in regards to what has happened and how this situation can be remedied. So until this conversation has concluded and my original complaint has been solved, I think this matter should stay active. Then  will be more than happy to inform you wither or not the actions taken by EA addressed my complaint.
Sincerely,[redacted]

To whom it concerns,
 
Thank you for bringing this matter to our attention.
We will contact the customer directly through email to discuss these concerns further and bring this case to a final resolution.
 
Sincerely.
 
EA Help

Complaint: [redacted]I am rejecting this response because:
I am not satisfied with the service that is being received by Pogo/EA my subscription was drafted out of my checking account on 10/27/2016 but not resolution to the problem. Also today is 10/29/2016 and I am unable to play bowling from my laptop, it is a Windows 7 laptop and I am using Firefox. At the moment I am trying my best to give this company a chance because I've been a customer for years and I really feel the customer service is terrible. What will is take to resolve this issue? I really deserve a yearly subscription for the bull st that I am dealing with, but I can only communicate with EA via email not by phone. We are currently in 2016 and the only source of communication is email. EA you need to do better.
My contact # is [redacted]
[redacted]
Sincerely,[redacted]

Initial Business Response /* (1000, 8, 2016/01/08) */
Hello
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, and received no response.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]