Electronic Arts, Inc.

We have spoken with the customer in regards to their concerns about both the balance updates to the game, as well as their request for refundsIn terms of the former, this is a common part of most any game’s (owned by EA or otherwise) life cycle and is intended to preserve a fair and balanced game experience for playersThe right to do this is acknowledged by anyone who creates an account to play Galaxy of HeroesOnce again, approval for a refund was not providedParticipating players understand that any in-game currencies are non-refundable according to the terms or service, agreement with these terms is also required when creating an account to play
Upon a previous interaction with our support staff, it was very clearly stated that the matter would need to be addressed with a partnering companyThe email being referenced was intended by that support agent to serve as a request for the refund to be fulfilledAt no point did the support agent act under or claim to have the authority to approve the refund
The customer has our direct contact information -- we will be happy to discuss the issue with them further

Initial Business Response /* (1000, 5, 2015/11/13) */
Hi Revdex.com,
Thank you bringing this case to our attention, I will reach out this user and try and work out a resolution with him
If there is any update on your end, please let us know
Kind regards,
***
EA Customer
Support
Initial Consumer Rebuttal /* (2000, 8, 2015/11/17) */
I received prompt response from an EA representative who gave me an acceptable answer

Initial Business Response /* (1000, 7, 2015/07/09) */
We have discussed the matter with the customerThe 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

As previously stated, the player is welcome to contact our support if they want an update on their issue or require assistanceThey may reach our phone support at ***
EA Help

We have investigated the ban on the players accountWe have confirmed that the player has broken our Terms of ServiceWe have also confirmed that our Terms of Service team has informed the player what action was done to receive the banWe are considering this matter closed and will not revisit
it.
Electronic Arts Worldwide Customer Experience

Initial Business Response /* (1000, 5, 2016/01/11) */
We've reached out to this player to gather additional information on the missing contentAt this time, we are working with the player to confirm the items have been received by the different characters on her account

Complaint: ***I am rejecting this response because:
*** business is stating that *** code is for one player accountI am aware that *** code is for one player account nowIt was not advertised as such on *** purchase date and was not noted in any of *** literature on *** packaging or retailer websites at *** time*** game was advertised as a deluxe edition with additional content unlocked at beginning of game play***re was no advertised limitation of *** content being limited to a single player*** underlying assumption is that *** content would be available to any player on *** game console at *** physical location where *** game was installed
I maintain that EA engaged in advertising by not stating limitations of *** download code on packaging of *** game*** advertising led me to pay extra for a version of *** game that is not useful for my household
Sincerely,*** ***

We have reached out to the customer and provided information regarding the details consisting with this report Should the customer have any other issues, they are welcome to contact us at *** and we will be happy to help assist
Electronic Arts
Worldwide Customer Experience

Initial Business Response /* (1000, 5, 2015/09/08) */
To whom it may concern,
Many thanks for sending this customers concerns over to us
I have reached out to this customer and will be communicating with him directly to discuss the concerns raised
***
Electronic Arts Customer
Experience
Initial Consumer Rebuttal /* (2000, 7, 2015/09/10) */

The player's dispute is being reviewed by the Terms of Service and Fifa teamsThe Terms of Service team will notify the player via e-mail once the review has been completed

Complaint: ***I am rejecting this response because: I've already tried to reach Terms of Service but they are not answering my emailsThey only respond my emails with automatic emailsSo I need to find a solution immediately nowPlease do not stall to meSincerely,*** ***

Initial Business Response /* (1000, 5, 2015/05/13) */
We have discussed the matter with the customerThe 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, 2015/05/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Consumer Response /* (3000, 11, 2015/05/19) */
I'm still discussing my problem with the company.The response from them are super slow and the treatment are unfair.Two of my friends are in the same situation with me but they got unbanned since they contact ea.But they only said my ban could not be lifted.I have tried to reply the email about my dissatisfaction but still no response was received
Final Business Response /* (4000, 13, 2015/05/20) */
We have discussed the matter with the customerThe 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, 2016/01/12) */
Dear ***, Revdex.com,
I have reached out to *** directly and will work with him to bring this matter to a resolution
Regards,
***
EA Customer Relations

To whom it may concerns,
Many thanks for sending this customer's concerns over to us
I have reached out to this customer and addressed all of the concerns raised, as such; we consider this matter resolved
Warm regards,***EA Customer Relations | World Wide Customer
Experience

Given the sensitive nature of this issue, we have a dedicated team who is tasked to address such mattersShould you have some additional information regarding this matter, please email "[email protected]"Additional information regarding this process can be found by following the link
below.***Thank you for your time and understanding in this matter

To whom it concerns,
Thank you again for your response
As advised in our previous message, customer support are unable to affect this account sanction and the Terms of Service team need to be engaged directly to resolve this matter further
Once again, the steps on how to contact the Terms of Service team to dispute this sanction further are located at the following link: ***
Sincerely,
EA Help

Complaint: ***
I am rejecting this response because: ***s this is a diff reason then the character move...just something to show u they lie. Hi ***Thank you for your reply.The reason you are still missing the heroic moments is, that you have not logged in any other character yet.In order to trigger the heroic moments for the two other characters on the server The Harbinger you need to activate and log in with themEspecially since you have transferred one from another server there.I have possessed your account but did not want to activate any of the characters you still have on the original server Prophecy of the Five to see if your strongholds are still thereCould you please log into the server Prophecy of the Five to confirm that your stronghold are still there? Thank you!I hope this explains the situation but if you need further assistance feel free to contact me againand to make matters worse I DID NOT MOVE MY CHARACTERSi dont subscribe.....why would I pay to move a character? does that make any sense what so ever to you???????????
Sincerely,
*** ***

Hello, we have contacted the player and we will assist them with their issue
- EA Help

Hello,
I do not wish to proceed with technical support from EA, I would like to receive credits for the game pack which included games and for the other games they did not provide to meThanks

Initial Business Response /* (1000, 5, 2016/02/01) */
Hello,
Thank you for sending this to usWe reached out to this customer via our support system, and have resolved the issue with them
Initial Consumer Rebuttal /* (2000, 7, 2016/02/02) */
(The consumer indicated he/she ACCEPTED the
response from the business.)
Bug has been fixed finally and compensation received