Electronic Arts, Inc.

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

Initial Business Response /* (1000, 5, 2015/08/14) */
To whom it may concern,
I have reached out to this customer and will be communicating with him directly to discuss the concerns raised.
[redacted]
Electronic Arts Customer Experience

To whom it concerns,
 
We have been in contact with the customer once again to clear up any confusion regarding the requested resolution.
We have also provided the customer with the Full product which had been deactivated during the refund process.
The customer has since responded to thank for the resolution and we now hope that this matter has been fully resolved.
 
Sincerely,
 
EA Help

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

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

Initial Business Response /* (1000, 5, 2015/05/25) */
Hello,
Thank you for contacting us about your NHL 15 issue.
We will reach out to the customer directly in order to discuss this.
Kind Regards,
EA Worldwide Customer Experience

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:...

they have compensated me only 1/4th of my in-game assets. They clearly misread or misunderstood my situation. I have sent them an email regarding this, but I would gladly appreciate it if you told them that I am still missing my 6 million coins.Sincerely,[redacted]

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!

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.)

Initial Business Response /* (1000, 5, 2015/09/29) */
To whom it may concern,
I have reached out to this customer and will be communicating with him directly to discus the concerns raised.
[redacted]
Electronic Arts Customer Experience

Initial Business Response /* (1000, 7, 2016/03/17) */
Dear [redacted], Revdex.com,
Thank you for bringing this matter to our attention.
I have reached out to [redacted] to further discuss this matter.
Regards,
[redacted]
EA Customer Relations
Initial Consumer Rebuttal /* (3000, 9, 2016/03/19) */
(The...

consumer indicated he/she DID NOT accept the response from the business.)
They keep telling me to do the same thing I've already done. I will not go online to play this game. Will never buy a game from them again.
Final Business Response /* (4000, 11, 2016/03/22) */
Dear [redacted], Revdex.com,
Thank you for the update.
I sent you a new list of troubleshooting steps that doesn't require you to go online last week. However I unfortunately haven't heard back from you. If you could please reply to my latest email at your next convenience and I will continue to assist you with this issue.
I look forward to hearing from you.
Regards,
[redacted]
EA Customer Relations
Final Consumer Response /* (4200, 13, 2016/03/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I didn't receive this email.

Complaint: [redacted]I am rejecting this response because: I have re-reviewed the terms of service and I am certain I have not violated them. I have no access to £1000 of in game purchases or the majority of the gsme I purchased.  I have been  banned for an unexplained offence of which I have had no explanation from EA. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/10/27) */
Hello,
Thank you very much for contacting us.
I have reached out to [redacted] directly, and we were able to resolve this issue for him internally and get his Madden NFL team back. [redacted] has my direct contact should he have any further...

questions.
Thank you again for sending this report onto us!
Kind regards,
[redacted].
EA Customer Experience

We've reached out to this player to gather some information so we can look into this issue further. At this time, we have not received a reply from the player with the requested information.

To whom it concerns,
 
Thank you for bringing this matter to our attention.
We have been in direct contact with [redacted] and we have clarified the situation.
We are currently working to resolve his concerns and get him back into the game!
 
Should any Pogo.[redacted] player need further...

assistance in the future, we can be contacted through our help website [redacted]
 
Thank you,
 
EA Help

The player's dispute is still under review. We will notify the player of the results as soon as the review has been completed.

As previously stated, the action has been verified and the player has violated our Terms of Service. We have looked into the players claims 3 times now and the players ban has been upheld. We will not be able to provide any further assistance in the matter. 
Electronic Arts Worldwide Customer Experience

Initial Business Response /* (1000, 5, 2016/03/08) */
Dear [redacted], Revdex.com,
Thank you for bringing this matter to our attention.
I have reached out to [redacted] with a resolution to this matter, I would welcome a reply should [redacted] have any further issues or concerns regarding this...

matter.
Best,
[redacted]
EA Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2016/03/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)

The player received a warning two days before the ban was placed on their account. The day of the ban we have confirmed the player was caught cheating once again. We will not be overturning the ban on the players account and will not be able to discuss this matter any further. 
Electronic Arts...

Worldwide Customer Experience