Electronic Arts

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, 2015/11/06) */ Dear [redacted] , Revdex.com, Thank you for bringing this matter to our attention and I apologize for any frustration caused as a result I have replied to the ticket that you raised in-game on Star Wars: The Old RepublicAs such I would invite you to view my email at your next convenience Regards, [redacted] EA Customer Experience Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Greetings [redacted] , Thank you for contacting us regarding the Artifact Authorization unlock My apologies for any frustration caused by this issueI've had a look at your account and can see that you were previously subscribed to the game, when you're a subscriber the restriction to equip Artifact gear is removedHowever once your subscription expired you dropped to a Preferred access account, this account type is free for players, however it does have some restrictions in placeOne of these is the ability to equip Artifact gear, as such the only way for you to equip this gear would be to either add a subscription or purchase the unlock from the Cartel Market For full details between the different account types please see the below pageThe section "Item Equipping" details the issue you're experiencing http://www.swtor.com/free/features I hope this helps and please ***'t hesitate to contact us again should you require further assistance Regards, [redacted] Star Wars TM: The Old RepublicTM Customer Service ++++++++++++++++++++++++++++++++++++++++++++++++++ Above is the reply I received from [redacted] at EA gamesthis response is unacceptablethe Gear in question was NOT artificat gear prior to the releaseThe gear in question was sourced and won with the SoR expansion that I purchasedI do not need to be a member to use gear I have already purchasedI could use said gear prior to the KoTHE release, after you took my gear away - gear I have already paid money to use - what ***'t you understand about this? ***, your company has no honesty or integrity, I've paid for the right to use equipment and you steal that away from me, and you will only give it back if I pay you more moneyin NZ that is called theft I'm not asking for anything extra or anything I'm not entitled too, just for the equipment I have already paid for to useif you cant do this, then refund me the purchase price for the SoR expansion which in now useless as I cant use the Gear I have already won and close my account/delete all information you may be holding as I have previously stated, you company is dishonest and lacks integrity OR unlock my Yavin/Zoist gear so I can get back to playing the game Final Business Response / [redacted] (4000, 9, 2015/11/12) */ Dear [redacted] , Revdex.com, Thank you for the update I have replied back to you concerning the points you have raisedAs such I have made our final stance on this matter and unfortunately we aren't able to assist any further in relation to this matter As such we consider this case closed Regards, [redacted] EA Customer Experience Final Consumer Response / [redacted] (4200, 11, 2015/11/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) the CSR does not understand the problem, I've tried and tried to explain it but he's just stupidI've even request a manager to look at this but the CSR denied thatSince this I have deleted game of and will not play or fund this game ever againEA and Biowear can rot for all I care Revdex.com thanks you for trying, But EA are a very poor excuse of a company with no customer focus beyond the wallet what so ever

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, 2015/12/16) */ Hello Revdex.com, Thank you very much for passing [redacted] our customer concerns to us I have been able to reach out to the customer directly via our internal tools and I am happy to report their issues are now resolved We now consider this matter resolved Thank you *** Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business did unlock my accountsHowever, they are holding me responsible for this despite admitting my account was compromised while I had a mobile authentication app from their company on my phone that has not going missing or stolenAlso while this whole ordeal has been going on a second charge was made to the bank accountI provided [redacted] with a bank statement showing that no money had come back and a second charge and been madeHe provided no explanation why this charge had been madeAs it is my mother's bank account she is meeting with her banker tomorrow to further investigate things from our endAs before I can provide the Revdex.com with any correspondence or documents I have provided to EA/Bioware Final Business Response / [redacted] (4000, 11, 2015/12/22) */ Hello Revdex.com, I am very happy to report that we have contacted the customer once again and have now fully resolved their issues The customer has agreed that the case is now resolved on both sides Thank you once again for forwarding our customers concerns to us EA Customer Relations Final Consumer Response / [redacted] (2000, 15, 2015/12/23) */ I wasn't sure how to go about this, but I would like to close my caseWe finally got the issue resolved [redacted] was quite helpful and I am satisfied with the results

Complaint: [redacted] I am rejecting this response because: I am taking this dispute to arbitration, see the attached picture for EA's reply to my email that took half an hour to writeEA please provide the dates in which the violation apparently happened on my account, if anything ever did happen to my account it would have been in November last year as I moved out to my own placeFunny how EA have waited until after Christmas/new year/TOTY/Black Friday/Cyber Monday and then wait until March to react??? Please provide date of offence Sincerely, [redacted]

We located the account using the e-mail provided by the player on this Revdex.com complaint and confirmed the coin purchasingWe will be upholding the action taken against the account and will not discuss this issue any further Electronic Arts Worldwide Customer Experience

Initial Business Response / [redacted] (1000, 5, 2015/09/15) */ Hello Revdex.com, Thank you for passing [redacted] our customers concerns I would like to inform you that this issue has already been addressed in the Revdex.com below: https://goldengate.app.Revdex.com.org/complaint/view/XXXXXXXX/b/375af7cd The customer has created another Revdex.com complaint (this is the 3rd) regarding the same issueI have outlined to the customer that our studio are currently investigating his concernsWe have offered the customer a onetime good will gesture of 7,of in game currency which the customer has declined Thank you ***, EA Customer Service Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not satisfied with the Electronic arts customer service teamI will excercise my right to complain against a company that fails to resolve product issues and provide satisfactory customer serviceI have declined a conpensation offer from EA that I felt was unsatisfactoryI was given information and am a victim of customer negligenceThese have escalated from the poor customer service that I continue to recieve from the EA customer service teamI will continue to open cases against this company until I am satisfied Final Business Response / [redacted] (4000, 9, 2015/09/22) */ [redacted] Revdex.com, Thank you very much for providing the customers update to us As previously stated we have worked with the customer on their original Revdex.com complaint which can be seen here: https://goldengate.app.Revdex.com.org/complaint/view/XXXXXXXX/b/375af7cd The customer has declined our offer of compensation Thank you ***, EA Customer Service Final Consumer Response / [redacted] (4200, 11, 2015/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am 100% UNSATISFIED with the service that I received from EA Thank you for getting back to me I would like to clear up some of the issues that you have mentioned in your mail As previously discussed with you, the emails between you and [redacted] were unfortunately being affected due to an issue on the mail box [redacted] nor you were able to receive emailsDue to this we have offered you 7,in game currency as a gesture of goodwill, which you have declined so far Thank you for outlining the issues you have been experiencingI have spoken to our Madden studio regarding these issues and they have advised that the pause bug is still an issue and they are indeed working on resolving this, I would kindly ask that you keep an eye on our forums for updates on this issueHowever they have advised that the warping issue you have mentioned is no longer an issue for Madden 16, they have asked that if this is happening to you could you provide any sort of video/screenshot that our studio can see this bug happeningIf you can provide this they will be able to investigate further In regards to the "warp tackle" our studio team / game testers are very interested in seeing this in actionWe are happy to address any potential bug that may be causing you frustrationHowever, in this case we will need assistance from youCan you record this glitch happening so our teams here can attempt to recreate the issue? I understand that this may be frustrating for you however the more information you can provide to us will help us resolve any possible issueIf you wish to record and upload this glitch, please attach it directly to this email > Thank you for sending on the recorded shots for me, I can now send these on directly to our studio team for further reviewPlease note that at this time I do not have an ETA on when this issue will be resolvedAll I can ask you to do is to keep an eye on the forums and future patch notes for updates on this matter > > I understand that not having this issue fixed straight away can be very frustratingPlease rest assured our studio are investigating that matter as a top priority > > Thank you once again for sending this on to us Unfortunately, I will not be able to change the amount of goodwill (7,in game currency) that I am offeringI apologize if this is frustrating for you

It appears the violation was confirmed by us alreadyWe will be upholding the action taken against the account and will not discuss this matter any further EA Help

We have reached out to Holly to get in touch with us as we require additional information to help locate and assist with this issue Once she contacts us back, we will be happy to help with resolve the issue Electronic Arts Worldwide Customer Experience

Complaint: [redacted] I am rejecting this response because: This is not a solution at allThe company only says that they won't unban my accountI don't agree with thatI would like to get my account unbannedOr it is also possible that they will only ban me on fifa so I will be able to play fifa Sincerely, [redacted] ***

If the customer wishes to dispute the action taken on their account, they can contact our Terms of Service department directly with any information relevant to dispute the action by following the steps outlined here: https://help.ea.com/en-us/help/account/information-about-banned-or-suspended-acc...⇄ is the only means to have this particular matter resolvedThank you for your time and understanding in this matter

We will be upholding the ban on the account and will not be able to assist any further with this matter Electronic Arts Worldwide Customer Experience

At this time, we have discussed the matter personally with the player to gain a better understanding of the on-going issues he's havingWhile we regret that we cannot provide further Draft Tokens as requested, we have offered to perform troubleshooting to prevent further issues with his connection in future

To whom it concerns, Thank you for bringing these concerns to our attention We will review the case and the contacts made through it and take corrective action where necessary We will also contact the customer directly to resolve any remaining concerns or issues Sincerely, EA Help

We have discussed the matter with the player and the issue has been addressed We confirmed the customer is able to contact us should they have any issues in the future.Electronic ArtsWorldwide Customer Experience

# [redacted] I have been called a liar, cause while im on work, I CANNOT USE the **But How I lose my account without using the game? But why [redacted] of ***, when they reallycheat, the Get their account on the very instance??? CAN you please appeal this to me again? I am loyal to this game, and lost so Many hours on it hoursAnd they Money that I spend buying thisDisrespectful [redacted]

Complaint: [redacted] I am rejecting this response because: I have tried to contact that e-mail times and I haven't received one single replyMy account has been banned for almost weeks nowAll my appeals have been rejected and I'm no longer getting any responsesI still want my account unbanned.Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:They are still wrongly acausing me of coin selling which I wouldn't as iam a loyal person to the fifa franchiseI would like some proof of what they have accused me of and if they cannot because I have not been taking part in these malicious acts, I would like them to reinstate my account and give sufficient compensation.Sincerely, [redacted]

Player exploited a glitch that was in the gamePer our terms of service: "You may violate the Terms of Service if, as determined by EA in its sole discretion, you: - Abuse or exploit bugs, undocumented features, design errors or problems in the game." As the player had violated the terms of service their account was placed on a temporary banThat ban was lifted by the studio at a later time as a one time exception for all the players who exploited this glitchHowever as part of the overturn of the ban, the items used will not be granted back to the playerThe player is currently capable of playing the game while using their account but we will not be able to grant back the items the player used during the exploit Electronic Arts Worldwide Customer Experience

We have discussed the matter with the player and the issue has been addressed We confirmed the customer is able to contact us should they have any issues in the future Electronic Arts Worldwide Customer Experience