Electronic Arts, Inc.

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]

Hello, we will reach out to this player and inform them of their support options regarding their issue.
 
- EA Help

Hello, 
We are still in the process of investigating this player's claim and we are updating them as appropriate.
- EA Help

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.)

Customers account was found to be in breach of our terms of service and subsequently sanctioned. 
The studio have reviewed this sanction and as a good will gesture downgraded the sanction to a warning. 
The customer has been made aware of this action.

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. 
I agree with the response from EA,I wait until a fix,but I want to analyze my problem carefully because I am not guilty of anything. is not possible to take banned account because I worked very hard and invested a lot of time to make a decent team. I can not lose everything because of them,they do not distinguish between players fair and cheaters. they can check any in my account to convince. or my record of wins draws and defeats is not exactly good and my teams are not that expensive. This proves that I never cheated. I would like if you can send them stuff that I said,for them to be convinced that I did not cheat. I just did trade with Eriksen IF twice and after I did this I got banned account. doing trade is not illegal. I have a team from BPL,it was Weekend League with requirements Santander League and Bundesliga,I sold two players on my team to have coins to respect the requirements. I sold Kane IF (approx. 55k) and Sigurdsson IF (approx. 45k), in total approx. 100k. with part of this coins,I made two teams for WL and playing. When WL was finished I sold Bundesliga Team and I recovered my coins I had from selling his Kane IF and Sigurdsson IF. After that,I played in divisions and trade with Eriksen IF twice and we came to a total approx. of 170K. ATTENTION,170k is my total,NOT PROFIT.. below I will attach a picture with my team after I sold Kane IF and Sigurdsson IF. check my team and you can see that I have Schmeichel and Baines from monthly rewards. Also you can see exactly the same chemistry that we applied on my players after all that,I entered the webapp and wrote banned account. please send what I said here to EA. Thank you very much for your attention that you give me. 
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

Complaint: [redacted]I am rejecting this response because: I asked legal what to file and where. you are stone wallingSincerely,[redacted]

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

We appreciate the time you took to send us your impressions and ideas, and we can assure you that our Development team is always interested in receiving constructive feedback from our players.To ensure that your ideas are seen by the right people, we recommend posting them on our Suggestion Box...

forum [redacted] so that they can be seen by the Development team. While our Developers may not post in every thread created there, they do read the forums on a regular basis, and are constantly looking for feedback from our players.Thank you for your understanding, and we hope to see your ideas posted on the Suggestion Box soon.

Hello Revdex.com,
 
Thank you very much for passing on our Customers concerns. I have fully reviewed the account and the players concerns. I have reached out to the player internally, via our internal tools to address the matter. 
 
We now consider this matter...

closed. 
 
Thank you.
 
[redacted]
EA Customer Service

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.

To whom it concerns,
 
Thank you for bringing this matter to our attention.
If a customer wishes to dispute any action taken on an account by our Terms of Service department, they would need to do so by following the steps outlined at the following...

link:[redacted]
Once these steps have been completed, our terms of service would investigate the matter and update the customer directly to inform them of the results.
Should the customer have any further questions or issues, they should contact us directly though our help website at help.ea.[redacted]
 
Thank you,
 
EA Help.

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

Given the sensitive nature of this issue, we have a dedicated team who is tasked to address such matters. Should you indeed believe this account action to be incorrectly applied or have some additional information we might have missed first time around, please email "[redacted] Additional information regarding this process can be found by following the link below.[redacted]

We have responded to the customer and the issue has been addressed.  Should the customer have any other issues, they are welcome to contact us at [redacted] and we will be happy to help assist.
Electronic Arts
Worldwide Customer Experience

We will contact this customer and make sure their issue is being addressed.
- EA Worldwide Customer Experience

Given the sensitive nature of this issue, we have a dedicated team who is tasked to address such matters. If the customer wishes to dispute the action taken on their account, they can contact our Terms of Service department directly with any information relevant to dispute the action by following...

the steps outlined here: [redacted]Thank you for your time and understanding in this matter.

Initial Business Response /* (1000, 5, 2015/12/17) */
To whom it may concern,
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.
Sincerely,
[redacted]
EA Worldwide Customer...

Experience
Initial Consumer Rebuttal /* (3000, 7, 2015/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received an explanation from company but it is unacceptable I paid good money for this game and they have stopped me playing by locking my account with the reason suspicious activity there is no suspicious activity on my account me and my sons play it and it has never happened before happy to take money for game then lock customer out of account and wont put it back on very poor customer service unacceptable
Final Business Response /* (4000, 9, 2015/12/21) */
Hi there,
Thanks very much for reaching out to us.
I've sent an email to [redacted], to explain the situation.
As he has mentioned, our FIFA Studio is currently investigating his account, and will be in touch with him very soon with an update.
We apologize for any inconvenience caused, and appreciate the patience while this process is taking place and being investigated by our studio.
Kind regards,
[redacted]
EA Customer Support

Final Consumer Response /* (4200, 11, 2015/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I have said time after time there is nothing wrong with my account have been given no detailed explanation as to why ea have done this my family and I have not been able to play this particular game now for over a week I have contacted ea and been given no help at all this is very bad to me as a customer I will not close my complaint until ea fix my account and stop treating me this way.

We've reached out to the player regarding this issue to offer our assistance. The player has let us know that the coins have been returned to him. Thank you for bringing this matter to our attention.
 
Sincerely,
EA Help