Electronic Arts, Inc.

Initial Business Response /* (1000, 5, 2016/01/15) */
Greetings,
Many thanks for your report.
I was very sorry to hear of [redacted] experience and do hope a resolution can soon be found.
I will now contact this customer directly via email and take personal responsibility of this...

matter.
Thank you for your time and I look forward to a swift resolution.
Kind regards,
[redacted],
EA Customer Relations World Wide Customer Experience.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was contacted by EA Customer relation. A person that I spoke to was very helpful and did his best to resolve my case. After about a week and sending back and forth some emails. I informed that I could not access my old account anymore due to an issue which the EA stusio is aware and still working on. But I was granted to a new account all of the money that I spent . I also recievd some extra content due to inconvinience. Therefore, I accept the response from the EA and would like to close this case.

Initial Business Response /* (1000, 5, 2015/05/19) */
Thank you for bringing these concerns to our attention. Ms. [redacted] and our team has had a number of conversations concerning this matter in the past and we informed her that we do investigate every report that is received thoroughly. However due...

to data protection policies we would never inform a third party about actions being taken on another account. As such any action taken against the reported parties unfortunately cannot be communicated to Ms. [redacted].
It has always been and remains our policy to enforce our terms of service and take appropriate action against those members of our community who violate this through their actions and we will continue to investigate these parties on the back of any report we receive form any customer. Additionally we have informed Ms. [redacted] if she is concerned about her safety as she has stated that we would encourage her to report such to her local law enforcement and we will be happy to assist in any and all investigations they may choose to engage in.
As Ms. [redacted] has been informed of all of this over numerous correspondence in the past several months, and has been instructed on how to submit these reports to us for review through the appropriate internal channel, we unfortunately cannot provide any additional information here and this has to be our final response on this matter. Thank you for your assistance in bringing this matter to our attention and allowing us the opportunity to address these concerns.
Best Regards,
EA Customer Relations World Wide Customer Experience
Initial Consumer Rebuttal /* (3000, 7, 2015/05/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have done everything that EA is telling me to do and to no success. The name of the so called person was in the room today calling me very vulgar names and saying he was going to put my picture up all over the internet and make it go viral. I have went to the [redacted] State Police and they are working with me they sent a Warrant to EA and no one has responded back. Is that taking care of their customer. NO. It is not just me that is being attacked on their site there are numerous other players that have filed complaints with the Revdex.com and with pogo and the guy is still in there spewing our personal information on POGO.COMs website. When you do have issues pogo tells us to report include the persons screen name in the report abuse form and a little explanation about what is said. For the last week it has really got out of hand he is telling the other players in the room my husbands real name and saying that my husband is a pedophile and that he has screen shots of my husband saying this. This is enough I have run a business myself for 23 yrs now and have never ever dealt with any issues like this. This man has told the room that he had been to my place and took pictures of me and my resort and he was going to post them all over the internet on [redacted] sites. Now he keeps saying he is going to stop in my store and has how am I going to be able to defend myself if he is coming in my place all he has to do is shoot me soon as he comes in the door. Do you not see how serious this is pogo and to tell me that you have told me over and over how to report problem players. I have talked to Customer Relations in California and it was an open case I was told if any more problems you would change my name again they are not even doing that or refund any money I have from rest of subscription. This disgusts me pogo tells us to abide by their Terms of Service agreement if we do not we get banned for a certain amount of time the first warnings then after that if you are a repetitive person that breaks the rules you are suppose to lose your screen name this fool that has been stalking me just makes up new names. Terms of Service Number 11 RULES OF CONDUCT you may violate the terms of service if as determined by EA in its sole discretion you - post trasnmit promote or distribute content that is illegal. Harass, threaten,embarass, spam or do anything else to another player that is unwanted, such as repeatedly sending unwanted messages or making personal attacks or statements about race sexual orientation religion, heritage etc. organize, effectuate or participate in any activity group, guild that is harmful abusive hateful racially, ethically , religiously or otherwise offensive obscene, threatening bullying , vulgar sexually explicit defamatory, infiringing, invasive of personal privacy ..... They are constantly posting a message I sent of my medical problems I had sent to another player and he got it he is posting it all over the pogo rooms and internet that is invasion of my privacy I report him every day up to 20 times I was told I can report before pogo starts to do nothing they look at you as a trouble maker I was told that by the corporate office in California a lady named [redacted]. I am discontinuing my pogo then if they are not going to help me in fact since everytime I come in the room he calls me a very vulgar name starting with the letter C I have decided I have had enough. I am still not done with this by no means this man has threatened me on YOUR website and it is up to you to protect us players to an extent as you expect us to respect your rules. I am also contacting my local law enforcement as you suggested because the man has SAID ON YOUR SITE THAT HE HAS BEEN TO MY PLACE AND TOOK PICTURES OF ME PICKING MY NOSE AND MY BUSINESS AND HE INTENDS TO PUT THEM UP ON THE INTERNET. IF I had not went to your site 7 yrs ago I would never have run into this [redacted] now 7 years later it is worse as it has ever been and you chose to do nothing. Not good business practice. I have run my own business now for 23 yrs so I know how to work with the public. Sorry you feel this way pogo then I guess I will do what I have to do too and end my account with pogo when my account runs out. I am in fear of my life I have screen shots of him threatening me and you are acting like it is nothing. NO not good enough Pogo gives out free passes [redacted] this is what this guy uses if you was to get rid of the free passes ** would help your site a lot just a suggestion.
Sadly [redacted]
Final Business Response /* (4000, 9, 2015/05/27) */
Thank you for bringing Ms. [redacted]'s concerns to our attention.
We stand by our previous statement regarding this complaint that all proper means of reporting these actions have been communicated to Ms. [redacted]. As such our previous response is our final word on this matter.
With regards to the comment she has made that we have not replied to the Warrant, as these matters would normally go through our legal department customer service would have no visibility on this however we would recommend speaking with the investigating officer and having that officer contact us directly and we would be happy to assist in ensuring a response is received.
Thank you again for bringing this to our attention and should Ms. [redacted] have any further concerns about any other matters we would be happy to assist her through our usual channels at help.ea.com.
Best Regards,
EA Customer Relations World Wide Customer Experience

Complaint: [redacted]I am rejecting this response because: I have followed the steps outlined with no resolution being provided. You closed the case despite the allegations made aginst me being false and not true to any extent. I explained perhaps how you may have come to the conclusion of 'coin distribution' in an earlier e-mail to one of the TOS team members, but that email was taken up on blind eyes it seemsSincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: The contact has been changed to Iwin games from EA, Popcap and POGO. I just want help with the Book worm Deluxe game and to be refunded via new games for the games they lost, and someone that has the expertise in doing this for me.  I have sent countless emails for help and they have not resolved my requests.Sincerely,[redacted]

We are not sure what this player is stating about telemarketers as we do not cold call anyone. We do call you when requested for support. If this player would like to speak to an agent about their issue they may contact our support at http://help.ea.com/contact-us.
EA Help

This player has already submitted a dispute against the ban on his account and we have confirmed a ticket is in queue for this player. Due to the fact that these have to be manually investigated, we currently do not have an ETA on when the investigation will be completed. Once the investigation has...

been completed we will contact the player via e-mail. If the player has any further questions or concerns they are welcome to contact our support at [redacted]Electronic Arts Worldwide Customer Experience

Initial Business Response /* (1000, 5, 2016/02/26) */
Hello there,
We have reached out to [redacted] via our internal channels to assist him with his query about Plants vs. Zombies GW2.
We are happy to report that we were able to resolve this for [redacted] and we hope that he has a more positive...

experience with EA going forward.
Best regards,
EA Customer Support

The Privacy Policy is a legally binding contract we have with all of our players, and thus we will not be able to share any information regarding what actions are taken against another player's account. If the player in question is found to be violating the Terms of Service appropriate action will be taken.

The GTN is a player to player auction house so we cannot remove the credits from the player that sold the item and return the item that was purchased. We encourage this player to relist the item purchased on the Galactic Trade Network so they can earn back the credits spent.

Initial Business Response /* (1000, 5, 2015/09/15) */
Hello Revdex.com,
Thank you for passing ** our customers concerns.
I would like to inform you that this issue has already been addressed in the Revdex.com below:
https://goldengate.app.Revdex.com.org/complaint/view/XXXXXXXX/b/375af7cd30
The customer has...

created another Revdex.com complaint (this is the 3rd) regarding the same issue. I have outlined to the customer that our studio are currently investigating his concerns. We have offered the customer a onetime good will gesture of 7,500 of in game currency which the customer has declined.
Thank you.
[redacted],
EA Customer Service.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not satisfied with the Electronic arts customer service team. I will excercise my right to complain against a company that fails to resolve product issues and provide satisfactory customer service. I have declined a conpensation offer from EA that I felt was unsatisfactory. I was given false information and am a victim of customer negligence. These have escalated from the poor customer service that I continue to recieve from the EA customer service team. I will continue to open cases against this company until I am satisfied.
Final Business Response /* (4000, 9, 2015/09/22) */
[redacted] Revdex.com,
Thank you very much for providing the customers update to us.
As previously stated we have worked with the customer on their original Revdex.com complaint which can be seen here:
https://goldengate.app.Revdex.com.org/complaint/view/XXXXXXXX/b/375af7cd30.
The customer has declined our offer of compensation.
Thank you.
[redacted],
EA Customer Service
Final Consumer Response /* (4200, 11, 2015/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am 100% UNSATISFIED with the service that I received from EA.
Thank you for getting back to me.
I would like to clear up some of the issues that you have mentioned in your mail.
As previously discussed with you, the emails between you and [redacted] were unfortunately being affected due to an issue on the mail box. [redacted] nor you were able to receive emails. Due to this we have offered you 7,500 in game currency as a gesture of goodwill, which you have declined so far.
Thank you for outlining the issues you have been experiencing. I have spoken to our Madden studio regarding these issues and they have advised that the pause bug is still an issue and they are indeed working on resolving this, I would kindly ask that you keep an eye on our forums for updates on this issue. However they have advised that the warping issue you have mentioned is no longer an issue for Madden 16, they have asked that if this is happening to you could you provide any sort of video/screenshot that our studio can see this bug happening. If you can provide this they will be able to investigate further.
In regards to the "warp tackle" our studio team / game testers are very interested in seeing this in action. We are happy to address any potential bug that may be causing you frustration. However, in this case we will need assistance from you. Can you record this glitch happening so our teams here can attempt to recreate the issue? I understand that this may be frustrating for you however the more information you can provide to us will help us resolve any possible issue. If you wish to record and upload this glitch, please attach it directly to this email.
> Thank you for sending on the recorded shots for me, I can now send these on directly to our studio team for further review. Please note that at this time I do not have an ETA on when this issue will be resolved. All I can ask you to do is to keep an eye on the forums and future patch notes for updates on this matter.
>
> I understand that not having this issue fixed straight away can be very frustrating. Please rest assured our studio are investigating that matter as a top priority.
>
> Thank you once again for sending this on to us.
Unfortunately, I will not be able to change the amount of goodwill (7,500 in game currency) that I am offering. I apologize if this is frustrating for you.

Hello!
 
Many thanks for your report and apologies for any confusion caused.
 
From my review, it appears my colleague [redacted] is currently working with this player to address their concerns. I anticipate a satisfactory resolution will be found in the near future.
 
Thanks for...

your time and understanding,
 
[redacted] – Customer Relations -EA Help |

Complaint: [redacted]I am rejecting this response because:
business didn't actually respond to the issue of the complaint.  The ban just expired.  
 
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/01/11) */
Hi Revdex.com,
Thank you for sending this over to use, I will investigate and assist the customer.
Best Regards,
[redacted] W
EA Customer Relations

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. EA has reached out to me directly...

and has expressed interest in improving security for their users to reduce the risk of my incident being repeated to other users. Nothing has changed yet, but these things do take time. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:The steps that have been provided by the customer service have already been tried before contacting Revdex.com, The team which they have told me to contact doesn't offer any help in bringing back my account.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: They need to extend my membership due to the fact their flagging of my account took 1 month off of a paid membership.  Then I will consider the matter settled. Sincerely,[redacted]

To whom it concerns,
 
Thank you again for your update.
We have been in direct contact with the customer in order to discuss this matter further.
As the transfer of coins from one title to another is not a facility that we offer, we weer unable to proceed in this manner at this time.
We have taken action internally to correct any miss-information which had been provided with the customer and provided compensation for any inconvenience caused.
We now consider this matter closed from our side.
 
Thank you,
 
EA Help.

We located the account using the e-mail provided by the player on this Revdex.com complaint and confirmed the coin purchasing. We will be upholding the action taken against the account and will not discuss this issue any further. 
Electronic Arts Worldwide Customer Experience

We will be upholding the ban on the account and will not be able to assist any further with this matter. 
Electronic Arts Worldwide Customer Experience

Complaint: [redacted]I am rejecting this response because: EA TOS does not provide any real help. They constantly ignore me and give the same automated response back.Sincerely,[redacted]