Electronic Arts

Initial Business Response / [redacted] (1000, 5, 2015/12/16) */ Greetings, Many thanks for your report I was very sorry to hear of this customer 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 / [redacted] (3000, 7, 2015/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been contacted by [redacted] T from EA Worldwide Customer ExperienceUnfortunately [redacted] couldn't help me receive my account back, and thus I can't connect to my account [redacted] advised me to wait as he was saying that my account is being analyzed, but he couldn't say why it is being analyzed, or when will I get it backtherefore I didn't receive any help in the matter in hands, I would highly appreciate it if Revdex.com could contact EA again, and maybe help me receive my Fifa Ultimate team account back Final Business Response / [redacted] (4000, 9, 2015/12/28) */ Greetings all, Many thanks for your update This account matter is currently being addressed by my colleagues in a specialist departmentIt is my understanding that [redacted] is fully engaged with the team regarding this account discussion at this time Thank you for your time and understanding Kind regards, [redacted] , [redacted] Customer Relations World Wide Customer Experience

We have investigated the players ban dispute and can confirm the user has violated the Terms of ServiceWe have also verified that our Terms of Service team has provided information pertaining to the violation to the playerWe are considering this matter closed and will not revisit the issue Electronic Arts Worldwide Customer Experience

Initial Business Response / [redacted] (1000, 7, 2016/02/02) */ To whom it may concern, Many thanks for sending this customer's concerns over I am currently working with this customer to address the concerns raised Thank you for your time, [redacted] EA Customer Relations World Wide Customer Experience

Initial Business Response / [redacted] (1000, 5, 2016/01/26) */ We've reached out to the player to gather some additional information from him regarding the issue and what troubleshooting steps he has already triedWe've provided him with additional troubleshooting steps, as well as the steps for contacting our customer support staff Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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 [redacted] Additional information regarding this process can be found by following the link below[redacted]

To whom it concerns, We have been in contact with the customer once again to clear up any confusion regarding the requested resolution We have also provided the customer with the Full product which had been deactivated during the refund process The customer has since responded to thank for the resolution and we now hope that this matter has been fully resolved Sincerely, EA Help

Initial Business Response / [redacted] (1000, 6, 2015/12/17) */ Hello there, Thank you for contacting us! I have reached out to [redacted] to inform him of the status of his accountI regret we wouldn't be able to provide further information on this issue, however I have advised [redacted] how to contact us in future Kind regards, [redacted] S EA Customer Support Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/12/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) EA can't give me a time frame in wich this problem will be resolvedOn their own fifa forums I have read about such cases taking months And with 'Futmass' and 'team of the year' around the corner (the biggest deal on each new fifa) I am affraid to miss out on these events I would very much like the play the game before that Final Business Response / [redacted] (4000, 10, 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 I've let [redacted] know how to contact us in future if he has any further questions Kind regards, [redacted] S EA Customer Support

To whom it concerns, Thank you for bringing this matter to our attention FIFA sanctions are applied to an account in the event that the terms of service for the title have been breached As per the following link, activities such as currency trading between accounts is against our terms of service These rules can be reviewed here: https [redacted] If the customer wishes to dispute this sanction further, they can contact our Terms of Service department directly and provide us with any information relevant to dispute the action by follow the steps outlined here: [redacted] This is the only means to have this particular matter resolved further Sincerely, EA Help

Complaint: [redacted] I am rejecting this response because I have contacted the Terms of Service team to times with rejections each and every timeI am unsure how it can be said "the correct action was taken" when no one has spoken to me regarding evidence that I can provide (i.eBank and Paypal statements) I reject this response from EA and demand a better response Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/06/01) */ We have reached out to the player and the issue has been addressed and welcomed the customer to contact us back should they have any further questions Electronic Arts Worldwide Customer Experience Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Looking into the report, you were playing a player who caused an issue where they were able to ultimately pause the game and causing the game to be stuckI apologize for the frustration causedWhen reports are filed to the studio regarding game bugs, the studio looks into the root cause and looks for the solution to eliminate any glitch or exploitOnce the studio has the solution for it and something we can resolve on our end, they will roll out a fix to have it resolved Also, players found to be exploiting in-game glitches are subject to violations to their accountYou can also report the player causing the issues as well using this page as reference: http://help.ea.com/en/article/how-to-report-cheating/ If you have any questions or further issues with the game, ***'t hesitate to contact us and open a case using our Help Site at help.ea.com and we will be happy to assist with any account or technical issues you run into Best regards, Unfortunately, there is not much to add further to the response other than the information I providedThere is an issue happening with the game that the studio has been investigating but until the root cause is know, it is hard to determine if it is even something we can fix on our endUntil they know the root cause, I am unsure what the fix would be and have no news if it is something that will be resolved in Madden Along with that, there isn't any compensation granted to players that may be falling into the Pause Glitch if another opponent does itThere is no way to track the games when it happens nor a way to confirm if it occurs to a playerI apologize that the trouble is occurring and, as mentioned, you can report the players that are causing this to happen with the link I provided I'd be happy to look at your account and your record to see if there is something I could get granted in regards to compensationHowever, with the information you provided in your Revdex.com report, I am not locating any accounts with Madden or any cases under email address xxxxxxxx.comLet me know the email address and Gamertag/PSN ID you use to play the game and I can take a look Thank you for the responseLooking at my previous email, I do not recall saying that there is nothing we are doing about it nor is there something we can do about it I apologize as I am unsure how to further explain to you the issue is being investigated and, until we know the root cause, I am unsure what the resolution will beFrom the previous emails, this is basically the third time I've mentioned this and there is nothing further past thatI apologize if you feel this is an unacceptable response but that doesn't change the nature of the issue.I've looked into the issue further and the screenshots I was able to break down the details for your account todayGenerally, when someone reports a pause glitch, they are only granted a 1-time exception of 2,CoinsHowever, I granted the exception to have Game Changer Packs added to your account which you will see next time you log inThough I cannot guarantee the same will happen in the future, I'm happy to assist with providing the packs to your account Thank you again for the feedback on the game along with the other information you providedIf you have any questions, ***'t hesitate to let me know

Initial Business Response / [redacted] (1000, 5, 2016/02/03) */ 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

We have reached out to the customer to address the issue and we are currently reviewing the information provided We will be following up with the customer once we have a final answer.Electronic ArtsEA Help

Initial Business Response / [redacted] (1000, 5, 2015/12/31) */ Hello Thank you for sending this issue to usWe have reached out to the customer to assist with this via our internal support systems, and the issue should now be resolved Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company reached out to me immediatelyThey will issue a refund in 1-weeksIf I do not get the refund, I will resubmit my complaintThank You very much

The issue the player reports was addressed and compensation was issued to players who experienced the issueWe have provided this information to the player on this issueIf the player has any further questions or concerns, they may reach us at [redacted] EA Help

Complaint: [redacted] I am rejecting this response because:I have already been in touch with the Company via their email service on two occasions - their response was similarly unsatisfactorysurely there must be someone at EA who has the ability / discretion to reactivate a child's FIFA online account? In their reply to Revdex.com EA say this matter is "commonly known in the community as against the terms of service" - our son has been a FIFA player since the age of - he is now - we and he have never heard of this beforeThe company should have some form of warning system to advise consumers during game play if there is an issue that contravenes their terms and conditionsFurther if as they suggest there is any element of criminality or fraud surely this too would suggest they should provide a mechanism to notify parents of any irregularity on the conduct of the child's account? We have repeateadly asked EA for specific details of thee alleged offences ( e.gDate / quantity) of these transactions they say contravened the rules - these have not been provided - the company is acting entirely unreasonably by refusing to provide this informationWe do not feel that our son is being given a fair hearingHe has played the game for years without incident until now Does the company understand the impact its actions in excluding a child from game play has on the child in relation to his peers? Does the company not have the ability to reactivate the account but make some other form of sanction - e.gThe player cannot trade players for A specific penalty period Our child has spent a lot of money on this game over many years andis being treated in a abysmally by a global organisationWe would expect an entity with a prestigious name like EA to have a customer service dept which would at least enter into some form of meaningful dialogue rather than simply reiterating that their terms have been breachedIt is contrary to natural justice to treat a child in this fashion I'd they are unaware that their behaviour was in any way contrary to the operating terms of the product Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 7, 2016/02/15) */ Greetings, Many thanks for your report I was very sorry to hear of this customer experience and do hope a resolution can soon be found We have already contacted this customer directly via email without replyIf possible, we recommend the customer checks their registered email address for our reply regarding this matter Thank you for your time and understanding in this issue Kind regards, [redacted] , EA Customer Relations World Wide Customer Experience Initial Consumer Rebuttal / [redacted] (3000, 9, 2016/02/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have failed to make clear the odds of "winning," stating that it is simply a company secretI find it troubling that a company offering a virtual product with no specified odds of receiving a "prize" when real currency is being used to gamble on receiving a worthwhile, virtual "prize." Again, mysef, along with other members/customers, feel deceivedThe response received by electronics arts failed to provide any relevant information regarding the issue Final Business Response / [redacted] (4000, 12, 2016/02/22) */ To whom it concerns, Thank you for bringing this matter to our attention We have been in direct contact with the customer and provided any and all information possible with reference to this matter We have invited him to contact us again should he have any further questions or issues and resolved his case from our side Sincerely, EA Worldwide Customer Experience

Initial Business Response / [redacted] (1000, 5, 2016/02/11) */ Greetings, We have contacted this customer directly and addressed her concern over the phone Thank you for your time and understanding in this matter Kind regards, EA World Wide Customer Experience Initial Consumer Rebuttal (The consumer indicated he/she ACCEPTED the response from the business.) The company was very prompt in calling me regarding this matterI was treated with courtesy and concern and respect and I received an apology and a small gift on their website where I play pogo gamesOur conversation was regarding the lack of help and communication that occurred from the beginning of the problem I had with this game websiteHowever, the matter of possible security breach is still an ongoing process between this company and myselfWe have excellent communication now and I feel satisfied with the responses from this companyFor any future possible problems I have a contact person I can reach directly within this company

Complaint: [redacted] I am rejecting this response because: My email is different from my accountMy psn id is [redacted] I have been a loyal customer for a very long timeI still have not received word from the terms of service teamI get the same automated response every time and it is horrible customer supportI wish to be contacted by an actual person on the tos team so I can prove I did not break any rules.Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2016/03/04) */ To whom it concerns, Thank you for bringing this to our attention Although we sympathize with this user's situation, account sales and purchases are against our Terms of ServiceAs a result we are not in a position to assist this player with their account query We will follow up with Christopher through our internal support tools directly to provide him with further information Regards, [redacted] Electronic Arts Customer Experience

Complaint: [redacted] I am rejecting this response because:This is starting to become a jokeI do not understand how they have come to a final resolution? seems to me that you guys dont want to help people, but just take there money and runIs it Not There job is to SERVE the customers, not AVOID themEVERYTIME I reach out to this " team " I receive the same AUTOMATED replyI Have literally spent thousands of dollars on your games and additions, and THIS is how you treat me? Ive never done anything wrong! Why am I being treated so poorly? Is that something you can answer or must I try and contact the terms of service team ? All I want is for my account to be reviewed again, My account was breached ! dont know how none of your " investigators " Didnt see anythingIve never committed any sort of violations ! Can you guys please just help