Electronic Arts, Inc.

Complaint: ***I am rejecting this response because:
I have already tried emailing your terms of service representatives but they are unwilling to help with thisI have filed a complaint with the Consumer protection services of *** which I have attached to this letterYour fraudulent locking of my account has just been met with unwillingness on your part to help me get my account back.
I demand my money back, or my account backAnd I am unwilling to budge from that
Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/08/11) */
To whom it may concern,
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, 2015/08/13)
*/

To whom it concerns,Thank you for bringing this matter to our attention
If a violation of our terms of service is found on an EA account, the EA account would be sanctioned in keeping with the severity of the violation.Account sharing is not permitted as per the EA terms of service due to security
issues inherent to such activity
Customer service are unable to affect terms of service disputes and should you wish to dispute this sanction further, you must contact the terms of service team directly by [email protected] or by following the steps outlined at this link: https://help.ea.com/en-us/help/account/information-about-banned-or-suspended-acc...⇄ also review the following links for details regarding our terms of service policies:http://tos.ea.com/legalapp/WEBTERMS/US/en/PC/http://download.dm.origin....⇄ /> Sincerely,
EA Help

We have reviewed the player's ban dispute as well as all of the Terms of Service violations that occurred on the account, and we stand by the action takenPlayers are solely responsible for all activity on their accountAccounts may be terminated if someone else uses it to engage in activity that
violates the Terms of Service or is otherwise improper or illegalTerms of Service: ***

To whom it may concern,
I have reached out directly to this customer from our internal tool to advise that the content purchased requires the user to already have a base game which is not visible on their accountI have offered to refund this and am waiting to hear back from the customer at
this time.
Kind regards
Executive & Customer RelationsEA Help

Initial Business Response /* (1000, 5, 2016/01/29) */
To whom it may concern,
Many thanks for sending this customer's concerns over
I have spoken with this customer and address all of the concerns raised, as such; we now consider this matter resolved
Warm regards,
***
EA Customer
Relations World Wide Customer Experience
Initial Consumer Rebuttal /* (2000, 7, 2016/02/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
EA promptly contacted me and addressed the issue with my account
***

Complaint: ***I am rejecting this response because: I have already done all of the above that you sent me and still getting nowhere just give me my account back.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/10/06) */
Hello Revdex.com,
Thank you very much for passing ** our customers concerns to us
I have now reached out to the customer in hopes of discussing their issue and helping them resolve it
Thank you
***,
EA Customer Service
Initial
Consumer Rebuttal /* (3000, 7, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Company rep responded to my complaint, trying to blame me and my ISP for dropped connections to their serverHe told me that the games were hosted peer to peer and that it was not an EA issue, that the drops were from either me or the person I was playing
I informed the rep via email that I was not playing another person, and that all issues happen when I am playing the online solo challenges.I told him that the only peer I could be connected to was EA servers, and I listed the error codes that I keep ssingI also advised him that I have moved my console from a wifi connection to a hardwire with no change in the connectivity to the gameI also advised him that no other devices ever lose connection to the internet or internet related activities, so my ISP is not to blameAll tests show 40mb dl spped and over 5mb upload, well above recommended sppeds for online gaming
I have yet to hear a response from this rep or anyone else from EA
Final Business Response /* (4000, 15, 2015/10/13) */
Hello Revdex.com,
Thank you very much for the update
As discussed with the customer the issue he is facing is on his ISPDespite the customers claim to have replace his equipment and have a technician out to his property this may not have been needed (unless advised by his ISP) as the problem may be in his line stability and not in the speed or the equipmentI have advised this to the customer directly and I have asked him to continue to work with his ISP in order to resolve any issues he may be having with his internet stability
In-regards to the customer request for a refund of the game and all in game currencyUnfortunately as the issue is on his ISP we will be unable to refund any of these costs
Thank you
***,
EA Customer Service
Final Consumer Response /* (4200, 17, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As my isp has been contacted, and a technician has tested my connection and replaced my equipment, and this issue happens on no other games I play, this is an apperant attempt to pass *** buck to someone elseEA is acting like a very uncaring company and seems to have very shady business practices
I do not wish to speak to the representative that has been "helping" me, and wish to speak to someone else further up the chainI did make this statement in my response to the rep, and have had no response since that communication

A case for this player has been created so our support staff can reach out to further assist the player with this issue

Initial Business Response /* (1000, 6, 2015/11/20) */
Hi there,
I have reached out to *** directly to discuss this issue with him internallyHe has made contact with us and we hope to review his request and work on resolving this for him
Thank you for sending this onto us!
Kind
regards,
*** S
EA Customer Experience
Initial Consumer Rebuttal /* (3000, 8, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Was advised by pogo that within 5-days they would credit my master card account with funds requestedBecause of previous actions on their part it's a wait an see....time will tellAt which time Revdex.com will be advised of the outcome....in the meantime let me express my graditude and thanks for your quick responsewin or loose enough time has been spent on pogoIf I,m successful "great" if not just another of life,s lessons....again thank you*** ***
Final Consumer Response /* (2000, 10, 2015/11/30) */
my MasterCard account has been credited with the amount requestedWithout your help I wouldn't t have had this satisfactionAgain I thank you for all your assistance***

Initial Business Response /* (1000, 5, 2015/07/29) */
Hello,
We've reached out to the customer regarding this complaint, and will work with him directly to ensure that his concerns are addressed and discussedAnother update will be provided once a resolution is reached; thank you for bringing
this to our attention
Sincerely,
EA Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The account was restored but not with the same status at the time it was bannedAll weapons, attachments had to be purchased againAll settings had to be restored as well
Due to the amount of time spent and inconvenience associated with this error, it is fair to expect a letter of apology and monetary credit toward an upcoming release in the Battlefield series specifically Battlefield
This will allow successful resolution of this claim
Final Business Response /* (4000, 9, 2015/08/05) */
Hello,
We have remained in contact with the customer, and will continue working with them directly in an effort to address any remaining concerns or questionsThank you
Sincerely,
EA Customer Support

Complaint: ***I am rejecting this response because:after days nothing has been done to resolve my issue Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/11/27) */
Hello there,
Thank you very much for sending this onto us
We have spoken with *** regarding his concerns with Madden in his previous case Revdex.com cases, #XXXXXXXX and # XXXXXXXXWe have advised the customer in this response that we
discussed our compensation policies with him, and would not be able to provide compensation for this matter
As suggested previously, we ask that should *** have any issues with Madden that he can contact our customer support directly at help.ea.com and we would be happy to discuss any concerns with him
Thank you for your understanding!
Kind regards,
*** S
EA Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2015/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I dont accept this because they put the text about it at the bottom of the case and made it hard to read and also they are still selling that on different stores and ripping people off
Final Business Response /* (4000, 9, 2015/12/07) */
Hello again,
In reference to ***'s previous Revdex.com cases, #XXXXXXXX and # XXXXXXXXWe have advised the customer in this response that we discussed our compensation policies with him, and would not provide compensation for this issue
As suggested previously, we ask that should *** have any issues with Madden that he can contact our customer support directly at help.ea.com and we can assist
Kind regards,
***
EA Customer Support
Final Consumer Response /* (4200, 11, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
their support doesn't always help me and sometimes they waist my time

They immediately contacted me and to let me know their "experts" were looking into itThen nothing unit I re-contactedAnd now still nothingI have spoken to a lot of other members about this and it seems common that they simply don't pay outMeanwhile charging us for the coins we are to use

Initial Business Response /* (1000, 5, 2016/03/23) */
To whom it concerns,
We have successfully made direct contact with this customer to discuss this matter further
As his title was purchased from a "Rummage Sale", the code associated with the game was already consumed and would not be usable
by any other party
We have asked that the customer provide us with pictures of the title so we may attempt to assist further, but the customer has cease engaging with us
We have recommended that the customer avoid purchasing second hand PC titles from untrusted sources and closed his case at this time
Thank you for bringing this matter to our attention
***
EA Worldwide Customer Experience
Initial Consumer Rebuttal /* (2000, 7, 2016/03/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: ***I am rejecting this response because:
I have already contacted the specialist team, I got a response saying that EA took the right decision and that they would no longer look into this even if I complainedI will explain my problem againA few days ago I listed a player with a low bid price and a high buy it now priceI never thought someone would buy this player at this price, However, someone didBecause of this EA banned me, this is NOT the correct actionI didnt buy or transfer coins, and I dont know the guy that bought the player at a higher priceAlso, the player was listed 40k above his regular priceTis means that I profted 35k after taxThis is not even a high enough amount to buy coins!!!I have been playing fifa for over years, and to be treated like this is a real disappointmentI have worked for months on this account, and I even spent REAL money on that accountSo im basically being robbed of the money that I put into the game! I would be really disappointed with EA if they ignore my request and keep me unrightfully banned
Sincerely,* ***

Initial Business Response /* (1000, 5, 2015/12/21) */
Hello there,
Thank you for contacting us!
I have reached out to *** to inform him of the status of his accountCurrently, some accounts are being reviewed by the FIFA StudioI regret we wouldn't be able to provide further information
on this issue until the investigation is complete, however I have advised *** how to contact us in future
Kind regards,
*** S
EA Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/12/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We have verified that no suspicious login activity was found on the accountEven if the account was compromised, our Terms of Service states in section 1:
"You are solely responsible for all activity on your Account. Your Account may be terminated if someone else uses it to engage in activity that violates the Terms of Service or is otherwise improper or illegal."
We again will not revisit this matter and will uphold the ban.
Electronic Arts Worldwide Customer Experience

We've contacted the player to provide additional clarification on the bundle topper descriptionIn addition to this we've provided information on where he can view the full bundle and topper description, while in-game, prior to completing his purchase so he knows what to expect once he has selected a pack bundle

If a player needs to contact us to update an email address or other account information they can contact us hours a day at help.ea.com and we will be happy to assist
We will contact this customer and make sure their issue is being addressed.- EA Help