Electronic Arts

Initial Business Response / [redacted] (1000, 5, 2015/08/07) */ Good Morning, Thank you for bringing this customer's concerns to our attentionWe have reviewed this case and the details in our records are as follows: This customer was first sanctioned for breech of our terms of service for cheating on June 23rd and informed of such with a week ban and reset placed on their account Subsequently on the 9th of July they were sanctioned again for a follow up offence since the last action and have been banned permanently from online play on this title in accordance with our terms of service We regret we need to take this action however we must maintain the integrity of play so that our community as a whole may continue to enjoy the game as intendedAfter reviewing this case this ban will not be overturned, however this customer is free to enjoy any of our other titles on their account at this time We would additionally warn this customer that we do track these incidents so similar actions in other products may result in further actions being taken, however as long as the customer abides by our terms of service there should be no further concerns Best Regards, EA Customer Relations - World Wide Customer Experience Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am offended being accused of cheatingThey never told me what I didThey never responded to any of my appealsI played the game on XBOX One and never got accused of cheatingI wasnt even that good, in fact I got killed way more times that I killed the opponenentI formatted my hard drive and reinstalled thinking I had a virus but all EA does is ignore the consumer, accuse them falsely, and say nothingI appreciate the copy and paster rubber stamp responses, but will someone tell me what I did? Final Business Response / [redacted] (4000, 9, 2015/08/12) */ Good Evening, Thank you for providing us this updateWe have re-examined the evidence that was collected on the instances in questionAfter doing so our previous decision remains in effect, and no further appeals will be considered on this matter as the action has been manually investigated and confirmed to be legitimate Please note that we do not provide evidence of what was done as that would allow those parties who habitually break these terms on various accounts to bypass [redacted] anti-cheating efforts and negatively impact our player baseAs such no further evidence will be provided in this case We stand by our previous statement and would again draw this customer's attention to the terms of service that were agreed to on account creation and all subsequent updates Thank you again for your assistance in bringing this to our attention and allowing us to address these concerns Best Regards, EA Customer Relations World Wide Customer Experience Final Consumer Response / [redacted] (4200, 11, 2015/08/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I didnt do anything wrong and played legitamately Ill not buy another EA procudt and encourage others to do the same

Complaint: [redacted] I am rejecting this response because: They only explained and repeated what I told them and information I already knewI responded to them saying I wanted to be refunded my in game content base don purchasing those DLC under pretense I just want to use the in game content on items that now work I also pointed out to them that their is anecdotal evidence to warrant a refund of my in game content that others have received.Sincerely, [redacted] ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me it doesn't matter what myself or anyone else does at this point they will not budge on their stanceIt's a farce and a slap in the face to anyone that has bought the game Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Electronic Arts didn't try to solve the problem, instead they're covering up for their mistakes and asking me questions on how to improve their servicei don't care about giving any feedback or improve their serviceAs a matter of fact I only care about the gameI asked agents [redacted] and [redacted] to just give me my draft token which they said they can't do that because you got disconnected multiple times, however there's no written policy about draft tokens not being given in case of disconnectionAnother thing is that EA doesn't announce responsibility in case of peer-to-peer disconnection which the main point of controversy these days and the reason of most of the complaintsThey tried to cover up for their networking issues, as I explained to agent [redacted] that my network is totally fine and everything is working, he didn't provide what's the next step should beEA's agents are always blaming the customer instead of helping themi bought a service and I expect that service along with its support in return I got nothing but rudeness and humiliation from the support teamThe whole call with agen [redacted] was just something to prove that they contacted the customer but most of the call was him asking me what I think the reason I got disconnected!!! speaking about support that;s their job and only their job for any customer we're not to give any solutions, rather we receive ones.Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/09/25) */ To whom it concerns, Thank you for raising this issue with us The terms of service team for Star Wars: The Old Republic work tirelessly to enforce the terms of service agreement within this title in order to maintain an enjoyable player experience for all our customers Any investigation into a customer's behaviour in the game incorporates a large amount of that player's personal information and as such, the results of any infestation cannot be shared with the reporting party due to data protection laws However, functionality is in place in the game to prevent repeated offence, such as the ability to block/ignore an offensive player in-game To help improve this player's experience, we would recommend that this player report and then block/ignore any other character whom causes an offence, rather than add said player to their friends Once the offending player has been reported, the dedicated Terms of Service team will review and take appropriate action against the offending character as deemed necessary by our internal policies Due to data protection, I regret that no further detail can be provided on past or ongoing investigations into these reports Thank you for your time, [redacted] EA Worldwide Customer Experience

Initial Business Response / [redacted] (1000, 5, 2015/05/18) */ We are contacting the customer to address this issue directly - EA Worldwide Customer Experience

Hello, We are still in the process of investigating this player's claim and we are updating them as appropriate - EA Help

Complaint: [redacted] I am rejecting this response because:The steps that have been provided by the customer service have already been tried before contacting Revdex.com, The team which they have told me to contact doesn't offer any help in bringing back my account Sincerely, [redacted] ***

Hello Revdex.com, Thank you for the update on this I have reported the issue to the studio where it is being actively investigated, I have also been in contact with the customer to make them aware of this The studio should have an update on this matter soon, I will reach out to the customer as soon as I have an update Best Regards, [redacted] EA Customer Relations

Initial Business Response / [redacted] (1000, 6, 2016/03/04) */ Hello Revdex.com, We have reached out to this user and verified his claim of missing items Kind regards, *** Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/03/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) My claim has been partially verifiedI have not received satisfactory compensation for the problems that I have encountered Final Business Response / [redacted] (4000, 10, 2016/03/11) */ Hi Revdex.com, We have informed this user that his claim has been investigated by our support and the outcome was shared with the consumer We will not review this any further Kind regards, *** Final Consumer Response / [redacted] (4200, 12, 2016/03/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The outcome that was shared with me, was not a viable solutionIf I paid $for something and expected to get 100% of what I paid for, that is acceptableBasically what this comes down to, is that EA has accomplished only 30% of a logical resolution with the material they have provided

The chargebacks filed on the account were done solely on the customer which caused the ban on the account We have addressed this by providing the exception to have the account ban removed though several chargeback violations were made to the account Due to this, the issue has been addressed and we can confirm the customer is able to contact us in the future should they have any other issues or concerns Electronic Arts Worldwide Customer Experience

Complaint: [redacted] I am rejecting this response because: it has now been a week since I made the complaint and they have not offered me any update or support. I have spent thousands on this game and they have since banned me and even with prove they are not acting quick enough. It is shocking customer service and this is happening with a friend too.Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2016/03/11) */ To whom it may concerns, Many thanks for sending this over! I have spoken with this customer directly and resolved the concerns raised, as such; we consider this matter resolved Warm regards, [redacted] EA Customer Relations World Wide Customer Experience

If [redacted] player would like to obtain a refund for ***ir purchase we encourage ***m to review [redacted] EA warranty policy; [redacted] /For any purchases made on [redacted] console we encourage [redacted] player to contact [redacted] support to discuss ***ir refund options as we do not have access to ***ir billing system

Per the conversation we had with the player on 4/their account was not hacked but was unlinkedThey were provided with steps and exception to help resolve the issueWe have not received any further reply or request for support from this playerIf they require assistance they are welcome to contact our support at [redacted] EA Help

Complaint: [redacted] I am rejecting this response because: business didn't actually respond to the issue of the complaint The ban just expired Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/01/06) */ To whom it may concern, Many thanks for sending this customers concerns over to us As explained to the customer, this matter is currently being handled by our Terms of Service TeamAs such, Customer Support are no in a position to assistI would recommend contacting the Terms of Service Team on [redacted] @ea.com Warm regards, [redacted] EA Customer Relations World Wide Customer Experience Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have explained many times already that the TOS team is not resolving the issue and the next thing EA did was to refer the matter again to the TOS team Secondly, none of my concerns that were written in the Revdex.com.org petition or my previous emails were answered at allAll I am seeing are template replies and no effort is being done to address the issues that I brought upThey are namely, once again in a summmary form 1) I am not a coin buyer and unless EA is able to show that I did indeed provide monetary consideration for the coins, I should not be deemed a coin buyer just because I have more coins in my account and 2) according to their own guidelines, a first time offender receives a warning email so why is it that in this case, I was given such a harsh treatment? Final Business Response / [redacted] (4000, 9, 2016/01/15) */ To whom it may concern, As previously mentioned, Customer Support are not able to provide any information relating to Terms of Service violations, as such; we would be unable to assist in this case Warm regards, [redacted] EA Customer Relations World Wide Customer Experience

Complaint: [redacted] I am rejecting this response because:They did nothing to help me besides tell me to make new characters for the SWTOR MMO for which I am paying subscriberI have spent years (literally) working on some of these characters and they didn't even call me on the phone, they just did things by emailI did find a phone number in the first email they sent which I called yesterday and left a message asking for phone contactI really would prefer to speak to someone from their company on the phone about the problem I am having with the product (SWTOR)Please let them know I am not trying to be/sound aggressive here I would just greatly like some real help on this (over the phone)Thank you for your aid, and have a nice day.Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ Hello, Thank you for passing [redacted] concerns of this customer to us We will reach out directly to them via our internal support process to address their concerns with them, and work towards a resolution of this case Regards [redacted] EA Customer Experience

Initial Business Response / [redacted] (1000, 5, 2015/11/23) */ Hello Revdex.com, Thank you for bringing this case to our attention I will investigate the issue and reach out to the customer to resolve the problem Kind Regards, [redacted] EA Customer Relations