Electronic Arts, Inc.

We have investigated the players ban dispute and can confirm the user has violated the Terms of Service. We have also verified that our Terms of Service team has provided information pertaining to the violation to the player. We are considering this matter closed and will not revisit the...

issue.
Electronic Arts
Worldwide Customer Experience

Complaint: [redacted]I am rejecting this response because:
You CAN compensate my account in the amount of 850 doughnuts - in game currency is not monetary refund in the likes of [redacted], or [redacted] etc.. 
 
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/10/07) */
Hello Revdex.com,
Thank you very much for passing ** our customers concerns to us.
I have now reached out to the customer in order to address any of their concerns.
Thank you.
[redacted],
EA Customer Service.
Final Business Response /*...

(4000, 13, 2015/10/22) */
Hello Revdex.com,
I have reviewed the customer information and unfortunately they customer has been dealing with Zendesk directly and not our support team here in EA. I am however delighted to advise that we have reached out to the Zendesk team and they have advised that they have now added all of the missing currency to the customer account plus some extra as compensation for the delays.
This issue is now closed on our side as the matter is resolved.
Thank you.
[redacted],
EA Customer Service.

Complaint: [redacted]I am rejecting this response because:
I was told by several people that it will take 72 hours, I have...

waited for 2 weeks and im unable to play a game which I have purchased from you! Everybody else on the forums has had their ban lifted and I haven't... Sincerely,[redacted]

Initial Business Response /* (1000, 7, 2015/10/07) */
To whom it concerns,
Thank you for bringing this matter to our attention.
We will contact the customer directly and resolve where possible.
Best regards,
[redacted] S.
EA Worldwide Customer Experience

We are in contact with this customer and providing appropriate assistance.
- EA Help

We are in the process of meeting this customer's request and they will be updated accordingly.
- EA Help

Complaint: [redacted]I am rejecting this response because:they just passed the...

Buck saying that they no longer have the content that I paid them for and giving me directions for how to retrieve it from Microsoft. Those directions did not work. They ripped me off for $55 and I will never buy another product from them. Sincerely,[redacted]

Hello,
Under data and privacy legislation, including U.S. COPPA legislation (Children's Online Privacy Protection Act), online account access for underage accounts is not allowed. This info is disclosed on the game’s packaging or product description page. 
Therefore, if a child account is...

created certain restrictions will be in place in accordance with these regulations. As each title is different, the age rating for each title has been adjusted to adhere to these laws as well - some titles may be unavailable to underage users. In these cases, it's best to consult the game's box details prior to purchase to ensure your child meets the age rating for the game.
For more information, please see the following links:
https://help.ea.com/en-us/help/account/how-do-i-set-up-an-origin-account-for-my-...⇄ /> https://help.ea.com/en-us/help/account/aging-up-an-origin-account-to-an-adult-ac...⇄ /> https://help.ea.com/en-us/help/mobile/ea-and-age-restrictions-for-mobile-games (COPPA applies to all EA titles, not just mobile)

To whom it may concerns,Many thanks for sending this customer's concerns over to us! As mentioned to this customer, the reason that EA cannot refund this product is that it was not purchased through EA directly, and we have no visibility over the transaction. Therefore, we have no possibility to reverse the transaction. The customer has been provided our Warranty Policy for his reference.The customer has been provided with additional troubleshooting and I am currently awaiting a reply.Warm regards,[redacted]EA Customer Relations World Wide Customer Experience

We are currently discussing this issue with the player and hope to have this issue resolved soon. Electronic Arts Worldwide Customer Experience

Initial Business Response /* (1000, 5, 2016/04/05) */
To whom it may concern,
We have been in contact with the consumer in this case, and have advised them on our policies regarding refunds.
We have addressed the players complaint regarding the claim of harassment towards the player from...

the game Studio.
At the time of writing we have not heard back from the consumer in the last 7 days. We have reached out to the player to inform her that we have closed our case on our end.
We now consider this matter closed.
Regards,
[redacted]
EA Customer Relations World Wide Customer Experience
Initial Consumer Rebuttal /* (2000, 7, 2016/04/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]I am rejecting this response because:
EA still has not addressed my primary complaint. the deluxe edition of [redacted]) was marketed as containing key features available to play on install. these features were only available through a code packaged in [redacted] deluxe edition box. [redacted] game itself was a standard edition and [redacted] code is only applied to a single player on [redacted] system. Previous games from EA have had codes that once redeemed gave [redacted] content to all shared accounts on [redacted] physical game console. I purchased [redacted] deluxe edition of [redacted] game based on this previous behavior from EA.
I have attached screenshots of [redacted] description of [redacted] game from [redacted], screenshots of [redacted] disclaimer regarding specific content from EA, and screenshots of [redacted] warranty policy from EA. [redacted] game description did not explain [redacted] deluxe content was for a single player, [redacted] EA disclaimer did not state [redacted] content was for a single player, and [redacted] warrant that [redacted] business suggested I use is not applicable. [redacted] purchase date was more than 90 days ago and [redacted] game is not damaged.
I maintain that EA engaged in false advertising by failing to disclose [redacted] bonus content that was purchased for an additional $20 over [redacted] standard game would not be available to all shared accounts on [redacted] physical game console.
[redacted] acceptable outcome for me would be a $20 refund or credit to [redacted] main [redacted] account at my home ([redacted] price difference between [redacted] standard and deluxe edition) OR three additional download codes for [redacted] three shared accounts on [redacted] console that did not get [redacted] bonus content that was advertised in [redacted] deluxe edition.
Sincerely,[redacted]

To whom it concerns,
 
Thank you again for your response.
I can confirm that he Terms of Service team have concluded the recent dispute they received with regard to this account.
They have also contacted the player directly with their findings and as these details directly reference this player's account, we regret that we cannot discuss the specifics on a public forum.
As outlined in our previous response, the only means to dispute any sanction with us is to contact the Terms of Service team directly.
This can be achieved by emailing [redacted] or by following the steps outlined at the following link: [redacted]
Any dispute in relation to action that had been taken on an account can only be handled directly by the Terms of Service team through these means.
 
Sincerely,
 
EA Help

Initial Business Response /* (1000, 5, 2015/06/16) */
We are investigating the issue and will address a solution in any future iterations should there be similar circumstances in the mode.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the...

response from the business.)
While I would love to believe that you are actually investigating the problem, I have a hard time believing you since your company has been copying and pasting that answer since October of last year. I truly doubt that you you are working to fix this 9 month old problem in FIFA 15 when you intend to release FIFA 16 in 3 months. I am not asking for anything that wasn't advertised by your company. You released a broken/unfinished game and never fixed. Please make things right.
Final Business Response /* (4000, 9, 2015/06/22) */
We've provided the information available around this situation and have confirmed that our FIFA team is currently investigating it. Updates will be provided to our users when they become available, but we [redacted]'t have further details at this time.
Final Consumer Response /* (4200, 11, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The only info you have provided is that you are aware of the problem. Your company has been saying that since the game was released last year. You've fixed problems that have come up after this one, but absolutely nothing has been done to fix this one. You haven't even issued an apology. These games have a shelf life of 12 months, so even if you fixed this problem today, it would have been broken for 10 months and working correctly for 2. But again, I have a hard time believing that you are working on this one when the new one comes out in 2 months. This game isn't even featured on your website anymore. Hard to believe the same line you've been giving me for 10 months. I have never been treated so poorly as a consumer in my life.

Initial Business Response /* (1000, 5, 2015/07/20) */
To whom it may concern,
I have reached out to this customer and will be communicating with her directly to discus the concerns raised.
[redacted]
Electronic Arts Customer Experience
Initial Consumer Rebuttal /* (3000, 7, 2015/07/21)...

*/
(The consumer indicated he/she DID NOT accept the response from the business.)
I am unable to discuss this matter due to the fact that I work very long hours on those days she has available for a call-back.
I just want my money refunded. That is all.
I have responded to the business/[redacted] as follows...
Hi [redacted],
Thank you for getting in contact with me.
In regards to discuss this matter via telephone during the days and hours you offered, unfortunately I am at work during those hours.
I am presently taking a break from work to reply to this letter.
All I'm asking for is a refund of my money.
I hope this matter can be resolved.
Thank you for your time and understanding.
Sincerely,
[redacted]
Final Business Response /* (4000, 9, 2015/07/23) */
To whom it may concern,
Following the customers recent email to me, I was able to address and resolve her concerns.
As such, we consider this case resolved.
[redacted]
Electronic Arts Customer Experience
Final Consumer Response /* (2000, 11, 2015/07/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The problem has been resolved and I got what I paid for and I'm very happy. The matter has been resolved professionally.
Thank you...
Have a great weekend!

This query is in regards to a violation of our Terms of Service agreement. EA Help and customer support are not in a position to provide details about the action, nor would we be able to overturn the decision by the Terms of Service team.
 
Since these matters are serious and require careful...

investigation, we have a dedicated team tasked to address such matters. If this was a mistake, or you have more information we missed the first time around, please email the Terms of Service team directly at [redacted]
 
When contacting this team, please be sure to provide all the required information. For details on this, please see our article on EA Help "Information about banned or suspended accounts": 
 
 
[redacted]
 
 
For details on the rules for FIFA 17, check out our article here:
 
[redacted]

Complaint: [redacted]I am rejecting this response because:  I have already contacted the listed email ([redacted]) four times and the reply has always been the same "You have broken EA rules, we cannot reinstate your fifa ultimate team club" in regards to the fact that my account was wrongfully wiped out by EA. Account was hard hacked by a third person. So please kindly forward this claim to the right department so my fut can be reinstated back thank you. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: no attempt at an actual resolution has been madeSincerely,[redacted]

The Terms of Service team has reviewed this player's account and confirmed the account was caught violating the Terms of Service. Due to this we will not be reversing the action taken on the player's [redacted] account.
[redacted] Rules: [redacted]