Electronic Arts

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 refundAdditionally, 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

Initial Business Response / [redacted] (1000, 5, 2015/07/27) */ We will contact the customer at the number provided and address their concerns directly - EA Worldwide Customer Support Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have received a prompt response from EA - which I respect and appreciate immensely, however, until this matter is fully resolved, I would prefer this remain openI realize and understand this issue will require time to remedy and I will be patient while these matters are investigated by EA I will continue to welcome any communication from EA and will fully cooperate and assist in any manner possible A new concern of mine is one which I expressed to the EA representative and that is how I am now unable to file a report and attach screen shots of the ongoing stalking & harassmentThis started late last weekWhen I attempt to file a report and attach screen shots, I get an error messageAs of one hour ago, I was still being table stalked & harassed by Whoamiiii Again, I appreciate the hasty response from EA and look forward to a resolution pleasing to all Thanks kindly

We reached out to the player to address the concerns raised around their refund requestWe have worked with them directly, as well as provided contact information for any future concerns that may arise

The Madden set clearly stated that players needed to convert elite OVR 85-items for an 87+ itemPlayers found an issue with the set and exploited it which is a Terms of Service violationThe Terms of Service that players agree to states, "You may violate the Terms of Service if, as determined by EA in its sole discretion, you: Promote, encourage or take part in any activity involving hacking, cracking, phishing, taking advantage of exploits or cheats and/or distribution of counterfeit software and/or virtual currency/itemsTerms of Service [redacted]

We encourage this player to report other users for using cheat programs by following the steps listed in the following FAQ: [redacted] Bug reports can be submitted via the [redacted] website and will go directly to the development team for investigation/resolutionIf the player wishes to obtain a refund they will need to contact [redacted] to discuss their refund options in line with [redacted] refund policies

Initial Business Response / [redacted] (1000, 5, 2015/05/19) */ Thank you for bringing these concerns to our attentionMs [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 thoroughlyHowever due to data protection policies we would never inform a third party about actions being taken on another accountAs such any action taken against the reported parties unfortunately cannot be communicated to Ms*** 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 customerAdditionally 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 matterThank 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 / [redacted] (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 successThe 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 viralI have went to the [redacted] State Police and they are working with me they sent a Warrant to EA and no one has responded backIs that taking care of their customerNOIt 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 websiteWhen 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 saidFor 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 thisThis is enough I have run a business myself for yrs now and have never ever dealt with any issues like thisThis 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] sitesNow 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 doorDo you not see how serious this is pogo and to tell me that you have told me over and over how to report problem playersI 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 subscriptionThis 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 namesTerms of Service Number 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 illegalHarass, 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 etcorganize, 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 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 enoughI 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 rulesI 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 INTERNETIF I had not went to your site yrs ago I would never have run into this [redacted] now years later it is worse as it has ever been and you chose to do nothingNot good business practiceI have run my own business now for yrs so I know how to work with the publicSorry 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 outI am in fear of my life I have screen shots of him threatening me and you are acting like it is nothingNO 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 [redacted] would help your site a lot just a suggestion Sadly [redacted] Final Business Response / [redacted] (4000, 9, 2015/05/27) */ Thank you for bringing Ms***'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***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 knownthe reason for my suspension, however I also know that the actions taken are unfair as There are people who have done the same as me and they haven't received the same punishment as meI don't understand why my punishment is so harsh.Sincerely, [redacted] ***

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]"Additionally the EA Terms of Service that the player agreed to states, "You are responsible for the activity on your EA AccountYour EA Account may be suspended or terminated if someone else uses it to engage in activity that violates this Agreement." EA Terms of Service: http://www2.ea.com/terms-of-service

Complaint: [redacted] I am rejecting this response because: I emailed [redacted] , I thoroughly explained my situation and how much the game means to me and also what may have happened without my knowingAlso regarding that absolutely no third party was dealt with, every pound I have spent has gone directly into EA's pocket, Regardless of the £1500+ they have taken from me they still will not show any remorse nor have they shared any details of the investigationI have been scammed, if this is not resolved I will start a online campaign and advertise what has happened to me and why absolutely nobody at all should be spending their hard earned money on FIFA ultimate Team whatsoever, it is a scam and the company (like the thousands of others this has happened to) should not be trusted nor are they human in their dealings with you I have never in my life been treated like this and thrown to the side purely due to the fact that my money has already been takenI am cancelling my EA access and selling my copy of FIFA and never in my life will I buy another EA gameI am thoroughly disgustedSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I have already spoken with the TOS team, and they refuse to unbanned me even though I am wrongfully banned.Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/08/24) */ To whom it concerns, We have reached out to [redacted] through our internal customer support toolsWe hope to be in contact with him soon and resolve any outstanding issue Thank you for bringing this to our attention Sincerely, [redacted] Electronic Arts Customer Experience Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) My Response was: Dear [redacted] ; Thanks [redacted] for taking this case and trying to help out Yes, I love Battlefield 4! Let me start by saying, I understand that nothing ever works perfectly and that there's always something to fix along the way that was unforeseenHaving said that, I am though, not pleased with the level of service from EA Games on my matterAs I stated in the Revdex.com report, which by the way was a last resort, there have been ongoing problems from the beginningProblems, in my opinion, that could have been fixed but because I was moved and pushed around so much as though it didn't really matter, these problems were never really addressed properlyRight away, within weeks of the first purchase there were problems logging on my server, about 1/of the time it froze clicking to enter into My Server in the Manage My Server screenWhen I did get in, and finished setting up the server, I clicked the triangle button to save settings and it would say my changes would take effect the next gameI'd go into the game, the game would end, and no new settingsSometimes I would have to repeat this a few times before it took effectEven a few times I had to have an EA Games online representative reset the server for meOne time I was telling the EA Games online representative that the server wasn't changing and they said it's changed where they are and there was nothing they could doI had to get of my friends from around the world to prove to the EA Games online representative that it wasn't changed, and wasn't changingThe EA Games online representatives told me it must be my PlayStation wherein I purchased a new used PS3, not once, but twiceThis was way inconvenient because I had to re-download all the games I haveMost of them are 15-gig's each, like GT6, RE6, Tomb Raider & put back all the game data etcI even bought new controllers, (not that I didn't need them anyway), and that didn't workThe EA Games online representatives told me it must be my internet connection and that I had to have some special connection to play games which I found out is not true, not to mention I have all the best stuff, from Wireless-N Dual Band to the Charter, (a leading internet company in the country), internet connectionsThis isn't mentioning, (and now I am), how many times I was hung up on for whatever reason without a call back, the problem still persisting without a fixOver and over I heard the same things, we're working on, don't worry, we have specialists working on it now, blah, blah, blahNow keep in mind that this is just the owner server problems, not the in game admin problemsSuch as, when two or more admins try to kick the same person, at the same time, they both freeze and must reboot their PS3's restoring the file systems, (what an inconvenience)Now these were all ongoing problems which were never addressed, even though I reported them over and over and even spoke of them in a ForumIt came time to renew the server, and though I was not ready willing to renew it due to all the problems, but for my love of the game I opted to renew itWell, it wouldn't let me renew it, the renew square button wasn't workingI contacted an EA Games online representative days before it was time to renew it, and they said to wait till the day it was due to renewWell on that day it was still not working and in working with an EA Games online representative we were able, after a considerable amount of time, to get it working and the purchase was madeAgain though, the same problems problems persistedAt that time though it was about 1/the time now that these problems persistedIn working with an EA Games online representative we were unable to fix these problems on the first server wherein the EA Games online representative gave me another serverThis also lasted about weeks before I started experiencing the same problems over and over againI could go on and on and on about how I tried resuming cases and no one ever called, or tried to start new cases hoping someone would call and it said, we know the case and a representative will contact you in the time it said they would, and still no callNow it may seem in my words because they're back to back in sentences, that I just kept hounding the representatives at EA Games, but this is not so, check the responses from your endI can provide you with emails to show dates, giving EA Games plenty of time to fix things or even to contact me againWorse was having to talk to the EA Games online representative typing, it would take all this time typing to get nothing done in the endNow be aware, that at this time were talking about months having passed same ol, same olOn August 21, around 3:pm EST time I contacted an EA Games online representative who's name was Arron FYada, yada, yada, he said that he was getting me to the studio with the game people and we'll work on a fix together todayI had to step out for a minute, he said to resume the case when I get back home and I immediately would be helped, not so, EA Games call back went offline for the weekendOh no, I resumed the case at 4:pm here, no one ever called backI then talked to an EA Games online Chat representative telling me I should not have resumed the case cause it takes longer and now everything is closed for the weekendThis was it, I've had it, at this time I have no owner rights to my server at all, I cannot do anything in Manage My Server under the owner name at allTo change things now I must go in under another profile, but I have no ability to make or take away adminsArron Fsaid that I might have to get new Origin & PSN accounts, OMG! really, I can't begin to express the how saddened I am to hear such words, that would mean all I worked on is lost, starting all over from the beginningIt took almost a year to earn the profile I have, over hours of game play lostSo on my end, PSN, Internet connection, PS3, Downloaded Bf game, wireless connection & controllers, there is nothing wrong, it's all to do with EA Games/Dice/Battlefield Thanks, [redacted] aka [redacted] Below I have listed Battlefield manage my server problems, known game related glitches IManage My Server Problems All the settings are blank when I log in under the owner name every time I can't add or take away admins IIKnown Game Related Glitches When two or more admins try to kick the same person, at the same time, the admins who were trying to kick them all freeze and must reboot their PS3's restoring their file systems If you scroll through the options on the Multi-Player screen backwards, (up), it freezes every once and a while, and must reboot the PSrestoring their file system When in the Test Area, flying the Blue Bird/ZW11.?, around 5-minutes in play, while shooting down the planes it freezes every once and a while, (you have to be shooting down planes though) and must reboot the PSrestoring their file system Don't know why, but about 1/of the time your gun will switch by itself to single fire modeI'm talking about when you spawn back in, it'll say auto, but when you go to fire it's says single fire and is single fire, when you don't realize it you get killed first 85% of the time On Battle Log, even though I have a button to kick out a member of my clan, I cannot take the clan name off them, they do not even need me to invite them into the clan to have the clan name either Final Consumer Response / [redacted] (3000, 13, 2015/11/03) */ Quoting from EA Games Rep Johnathan Joyce,"As ever, should there be any additional concerns I can assist with please let me know"After repeated attempts to contact EA Games & [redacted] concerning the purchased server not working properly, I got not only the run around, but solutions that were outrages to doLike delete the game and reinstall it, or delete game data, while all the time I told them it is not my system, of us or so were having the same problem getting in to join the server from around the worldThey not only did not contact me as they said they would again, but it has been days now with no fixI haven't heard from [redacted] since this case was closed having sent numerous emailsNow I & friends cannot enter the server an error message saying,"Failed to join the serverPlease try again"Now it cannot be my system if it's other friends all over the country and in other countriesTheir resolve was to delete game data or the game and reinstall it, loosing all the progress I spent a year working on lolTo open up ports directly to their game server removing my fire wall where in if they were ever hacked I would be also, not! In short, the product they offer is at best broke and full of problems, and the customer service is inexperienced and unreliable Final Business Response / [redacted] (4000, 15, 2015/11/05) */ To whom it concerns, We have reached out to Duke to try and resolve any outstanding server issues he may be having Thanks for sending this our way Sincerely, Electronic Arts Customer Experience

Initial Business Response / [redacted] (1000, 5, 2015/08/20) */ Greetings, Thank you for your report We were sorry to hear of this customers experience and hope that a resolution can be found in the near future I have reached out to this customer directly to address this with themWe would like to encourage them to reply at their convenience so this matter can be addressed in a timely manner Thank you for your time and we look forward to assisting this customer in the very near future Kind regards, [redacted] , EA Worldwide Customer Experience Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am thankful to Revdex.com and to the executives in charge of EA for looking into this issue The matter has been resolved in a very agreeable wayThe lower tier of EA's customer service was disappointing and unfair but once this was properly escalated, I can't praise enough the quality, dedication and competence of their top tier customer serviceThe issue was found and properly handled Thank you Revdex.com and EA

Initial Business Response / [redacted] (1000, 5, 2015/10/02) */ To whom it concerns, We have reached out to [redacted] through our internal customer support toolsWe 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 / [redacted] (2000, 7, 2015/10/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) everything worked out

We reached out to the customer to gather more information and help with investigating the issue. Electronic Arts Worldwide Customer Experience

Hello, We've reached out to the customer to discuss their account issues, and will continue working with them on this directlyThank you! - EA Help

Initial Business Response / [redacted] (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 accountI 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 / [redacted] (1000, 5, 2016/02/23) */ Hello Revdex.com, Thank you very much for passing on our Customers concerns to us Unfortunately in this case the customer has not contacted our support at all and the last contact we have from our customer is when they created a Revdex.com last time back in December Having also reviewed [redacted] 's Revdex.com report, it appears the Revdex.com is being used, to a degree, as a method to bypass front line customer serviceWe strongly advise [redacted] to contact our team directly via help.ea.com should he have any further concerns in fear this action (creating multiple Revdex.com reports) may be seen as an exploitation of the customer service function We recommend the closure of this case and again encourage [redacted] to contact the team directly at his convenience Kind regards, EA Customer Relations World Wide Customer Experience Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I contacted them after the date they are saying and I do contact their support but my issue is not getting fixed! Final Business Response / [redacted] (4000, 9, 2016/02/25) */ Hello Revdex.com, Thank you for updating us on our customers concerns I have reviewed the customer's account once again and I am unable to see any tickets/cases that have been created after DecemberIf this is the case and the customer has indeed created a ticket/case I would be very interested in the ticket ID so we can look further into his concernsWould it be possible to provide the ticket IDs that have been created? Thank you EA Customer Relations Final Consumer Response / [redacted] (4200, 11, 2016/02/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) these are some of the case numbers I would like to be contacted by phone at XXXXXXXXXX #XXXXXXXX #XXXXXXXX #XXXXXXXX

Initial Business Response / [redacted] (1000, 5, 2016/01/25) */ To whom it may concern, We have been in contact with our customer via our internal toolsShe has confirmed at this time that the issue is resolved and she has access to expansion for the Sims We now consider this matter resolved Many thanks EA Customer Relations

Initial Business Response / [redacted] (1000, 5, 2016/02/15) */ Hello Thank you for sending this to usWe have reached out to this customer through our internal support system to address their concerns with them

After a full account investigation, we found the player was not violating the Terms of Service and have overturned the ban on his Fifa accountWe have reached out to the player to apologize for the inconvenience this issue caused