Electronic Arts, Inc.

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]

I have a question regarding my complaint, I have the "warning" email from EA received on July about the TOS violation and the punishment in the form of a coin wipe on Fifa 16.After more than two months, buying a new game and playing legitimately, I have been banned without doing anything wrong or...

violating any TOS. In fact, when I realized someone got access to my account I contacted EA inmediately.
Should I attach a copy of their email or what should I do?:(
Thank you

We have reviewed the case and provided a response to the player as requested.
- EA Help

Complaint: [redacted]I am rejecting this response because:
 
did not address the complaint
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/07/13) */
We have discussed the matter with the customer. The issue has been addressed and we ensured they are able to get in contact with us in the future with any further concerns.
Electronic Arts
Worldwide Customer Experience
Initial Consumer...

Rebuttal /* (2000, 7, 2015/07/14) */
I feel that their response was what was needed, and I believe the problem has been resolved.

I cannot thank you enough for the quick action to forward my issues to them, and, the quick response action from them....THANK YOU!!!!!

Initial Business Response /* (1000, 5, 2015/07/06) */
When a player files an in-game report against the player they believe is breaking the Terms of Service, the Terms of Service team does an in-depth review of the account in question. Any action taken against a player found to be in violation of...

the Terms of Service cannot be shared with the reporting party, so once reported players will not receive any further communications beyond the initial thank you for your report message.
Please continue to report the players via the in-game reporting feature, so the Terms of Service team can investigate.

The chargebacks filed on the account were done solely on the customer which caused the ban on the account.  We have addressed this by providing the exception to have the account ban removed though several chargeback violations were made to the account.  Due to this, the issue has been addressed and we can confirm the customer is able to contact us in the future should they have any other issues or concerns.
Electronic Arts
Worldwide Customer Experience

To whom it may concern,Many thanks for sending this players concerns to us.
Given the sensitive nature of this issue and as Customer Support are not in a position to assist, 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:[email protected] information regarding this process can be found by following the link below:https://help.ea.com/en-sg/help/account/information-about-banned-or-suspend...⇄ you for your time and understanding in this matter.Warm regards, Elaine – Executive & Customer Relations

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

team.
 
Given the sensitive nature of this issue, we have a dedicated team who is tasked to address such matters. Should the player feel this action was incorrectly applied or have some additional information we might have missed first time around, please email "[email protected]".
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": 
 
 
https://help.ea.com/en-us/help/account/information-about-banned-or-suspended-acc...⇄ />  
 
Please note that breaches of the Terms of Service are taken very seriously, and in some cases a warning will not be given depending on the offense. The reason is that these actions damage the game, and the FIFA Studio is dedicated to protecting the game and making it fair for all users.

Better Business...

Bureau:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
The business reached out to me and let me know that I was missing the content I had originally purchased and they gave it to me. 
Sincerely, [redacted]

To whom it concerns,
 
Thank you again for getting in touch with us.
However the Terms of Service team are the only means to resolve this matter further.
If they have already provided their final response to you, then we would recommend that you review that contact carefully to ascertain the outcome of their investigation.
Customer Service are unable to resolve this matter further directly and we cannot overturn any final decision which has been already been provided directly to the customer by the Terms of Service team.
 
Sincerely,
 
EA Help

Initial Business Response /* (1000, 6, 2015/12/24) */
Hey there,
Thanks very much for contacting us!
I've reached out to [redacted] personally to let him know how he can contact our Terms of Service team to review his account. I regret that as this action was taken by our Terms of Service team,...

that our Customer Service team would not be able to make any changes to his account regarding actions that have been taken by the Terms of Service team.
As mentioned, unfortunately we would be unable to make any changes or provide any information about his account, and we would strongly advise that he reach out to our Terms of Service team to dispute the matter.
As always please do not hesitate to contact us again!
Kind regards,
[redacted] S
EA Customer Support

Initial Business Response /* (1000, 5, 2016/01/06) */
To whom it may concern,
Many thanks for sending this customers concerns over to us.
As explained to the customer, this matter is currently being handled by our Terms of Service Team. As such, Customer Support are no in a position to...

assist. I would recommend contacting the Terms of Service Team on [redacted]@ea.com.
Warm regards,
[redacted]
EA Customer Relations World Wide Customer Experience
Initial Consumer Rebuttal /* (3000, 7, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have explained many times already that the TOS team is not resolving the issue and the next thing EA did was to refer the matter again to the TOS team.
Secondly, none of my concerns that were written in the Revdex.com.org petition or my previous emails were answered at all. All I am seeing are template replies and no effort is being done to address the issues that I brought up. They are namely, once again in a summmary form 1) I am not a coin buyer and unless EA is able to show that I did indeed provide monetary consideration for the coins, I should not be deemed a coin buyer just because I have more coins in my account and 2) according to their own guidelines, a first time offender receives a warning email so why is it that in this case, I was given such a harsh treatment?
Final Business Response /* (4000, 9, 2016/01/15) */
To whom it may concern,
As previously mentioned, Customer Support are not able to provide any information relating to Terms of Service violations, as such; we would be unable to assist in this case.
Warm regards,
[redacted]
EA Customer Relations World Wide Customer Experience

Initial Business Response /* (1000, 7, 2016/02/25) */
Hi Revdex.com,
Thanks for sending this over.
I have investigated this issue and reached out to the customer on 02/10/16 to offer assistance. To date I have not received a response from the customer.
Thank you again,
[redacted] W
EA Customer...

Relations

We have discussed the matter with the customer. The issue has been addressed and we ensured they are able to get in contact with us in the future with any further concerns. Electronic Arts Worldwide Customer Experience

Initial Business Response /* (1000, 5, 2016/01/27) */
To whom it concerns,
Thank you for bringing this matter to our attention.
We have been in contact with this customer and have engaged in a dialogue to remedy any concerns.
Although she has since become unresponsive and has ceased engaging...

in our dialogue, we have advised her that she may contact us again if she requires any further assistance.
Thank you,
[redacted] S.
EA Worldwide Customer Expeirnece
Initial Consumer Rebuttal /* (3000, 8, 2016/01/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had not "became unresponsive" I replied to each email.They continually try to refer me to the help web page that,as explained in my original complaint does not usually even load up.when it does it will not let me progress past step one of four. Last week,I was able to actually activate my personal challenges. This week one worked,the other did not.I get the same internal error message telling me there's nothing I can do,its an issue on their end. But they need to remedy that issue.It has cheated me of being able to use one or two of the two or three personal challenges for many many weeks.I still am not getting what is promised ,what I am paying for with my membership dues.The message I get everytime I try to activate a "free" personal challenge clearly states it is their problem.It says oops

To whom it concerns,
 
Thank you for bringing this concern to our attention.
We will contact the customer directly to discuss this further and resolve this matter where possible.
 
Sincerely,
 
EA Help.

Initial Business Response /* (1000, 5, 2015/05/14) */
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 Consumer Rebuttal /* (2000, 7, 2015/05/22)...

*/
(The consumer indicated he/she ACCEPTED the response from the business.)
they gave me my account back, with a decent compensation. im satisfied

Initial Business Response /* (1000, 5, 2015/10/02) */
To whom it concerns,
We have reached out to [redacted] through our internal customer support tools. We hope to have any outstanding concerns resolved as soon as possible.
Thank you for bringing this to our...

attention.
Sincerely,
[redacted] J.
EA Customer Experience
Initial Consumer Rebuttal /* (2000, 7, 2015/10/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
everything worked out

We've contacted this...

player to explain that we are unable to remove the content he received from the purchase, which is why we are not able to provide him with a refund. Additionally, we provided the player with some in-game content to as a token of appreciation for his understanding in this matter which we can see has been claimed and spent.