Electronic Arts

The root cause of the issue has been determined and we are working on the resolution while keeping the customer up to date with any new information that comes to light on the issue Electronic Arts Worldwide Customer Experience

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 meIt should be noted that it took over a week to get in touch with the EA correspondent because she would not give me a phone number to call, would only agree to call me between 7AM and 8AM, and wouldn't respond to my emails for days at a time on three separate occasionsSincerely, [redacted]

We have reached out to the customer to investigate the issue but the customer refuses to provide us the information for his account or discuss further the flaw he is experiencing Due to this, we have closed the case on our end but welcomed the customer to get in touch with us should they want to further investigate and troubleshoot the issue with us and we can confirm they are able to reach us Electronic Arts Worldwide Customer Experience

Okay, prior to my account being banned It was breachedA total of times ! The location was shown to be in [redacted] I do not live near [redacted] nor have I ever beenWhoever was able to access the account had their device saved as trustedUnfortunately, I can no longer see this information because I had my email switched within this week, but I think this is something that should be looked intoI would also like to comment on my behaviour on Fifa the the following weeks up to thisI did lots of squadbuilder challenges because of the abundance of players Ive received from free packs from the deluxe edition of Fifa From this I was selling some of small players for profits also some position changes, and chemistry styles , but nothing hugeI was also playing Weekend and received some coins and a couple packs from thisI also sold one of my Inform cards for 44k or 46k I actually lost coins on this The card was Mauro Icardi My transfer profit isnt even In any sort of range to suspect of coin selling , which is 467,256k and my match coins are 510, Thank you for you time

Initial Business Response / [redacted] (1000, 5, 2015/12/17) */ 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 the customer's 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 Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are accusing me of the following things after they found that my account violated their TOS "Thank you for contacting us regarding the action that was taken on your account The action pertains to the following violation: 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/items After thoroughly investigating your account and concern, we found that your account was actioned correctly and will not remove this sanction from your account Thank you, EA Terms of Service" I ***'t have the knowledge to do any of those things, they ***'t want to go into specific details and if these things occurred on December 13th, 2015, I only logged in to my account before 4pm pst and the only things that I did was list the cards that I traded with using a very popular and legal method used by manyi believe this was either a case of mistaken identity or that some one may have hacked my account Also, if EA do not want to give me my account back, then I demand a refundUltimate team is the mode where I have spent the majority of my time and money and since it looks like I will no longer have access to that modeI want my money backThis company has decided to take action on my account, I am innocent, I have never done the things that they have stated, I have know knowledge of how to even do those things Regards, [redacted] Final Business Response / [redacted] (4000, 9, 2015/12/28) */ Hello again, Thanks very much for contacting us As [redacted] has advised in his email, the FIFA Studio have investigated this account and found it to be in breach of our Terms of Service Should he wish to dispute the action taken on his account, he will need to contact our Terms of Service team directly at [redacted] @ea.com if he feels this was made in errorI regret that as this is a Terms of Service matter, that we would be unable to provide further assistance through the Customer Support channel for this incident and that only the Terms of Service team can make changes to his account at this point Thank you for your patience and understanding in this matter Sincerely, [redacted] S EA Customer Support

The player's dispute is still under reviewWe will notify the player of the results as soon as the review has been completed

Complaint: [redacted] I am rejecting this response because:It is not a refundBut I will speak to them.Sincerely, [redacted]

Greetings, Many thanks for your report regarding this matterI was very sorry to hear of this players experience and do hope I might be able to assist Having investigated this issue and reported this case to our development studio, we were unable to identify the nature of this issueIt appears this matter may be somewhat unique to the player and their device as the community at large have not reported this bug With in game compensation already provided as a small gesture of thanks for their patience and cooperation, we feel this issue has been addressed and do hope future patches will address this issue in the very near future I will now reach out to the player directly and communicate our position regarding this matter Kind regards, [redacted] – Customer RelatioHelp |

We have looked into the ban placed on the players account and found that it was placed due to concerns with the accounts securityAn e-mail was sent to the player about the ban at 13:GMT on the 6th of DecemberThis e-mail directed to the player to secure their account and contact support to remove the lockWe have now removed the lock on the account after verifying the account appears to be secured now For any future issues or concerns the player should contact our support [redacted] for assistance Electronic Arts Worldwide Customer Experience

Complaint: [redacted] I am rejecting this response because: I feel that at the very least EA can say that they understand what has happened and let me know that if something happens again, then they will ban the accountBut I have been away from the account for a little over a monthToday when talking to one of their advisors, he said the first problem occurred a month ago, and the second had occurred just recentlyWhile I accept that something was done on the account, I had no control over itYes, it may be in their terms and services that if someone else does bad stuff I will accept the consequences, but I feel they can at least be somewhat sympathetic to the situationI worked so hard to get to where I was before these incidents took place, and now everything is goneI am only hoping that they could be more sympathetic and try to understand how frustrated I amI have now lost motivation to play their game, and surely they do not want to lose a loyal, paying customer Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I do not think this is fair considering the amount of money I have spent on the game, I was NOT given a awning and due to this I think I deserve a second chance.Sincerely, [redacted] ***

We have discussed the matter with the customer and the issue has been addressed 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 looked over the players account and found that not only were warned but they have purchased coins timesAfter further review we have decided to ban the players FIFA online play entitlementIf the player wishes to dispute the action taken they will need to contact the EA Terms of Service team directly.For more information on how to contact their team, please visit our article on EA Help: https://help.ea.com/en-us/help/account/information-about-banned-or-suspended-acc...⇄ EA Help

Complaint: [redacted] I did not get back to them because their solution to the problem did not workTheir technology support person indicated that they have removed the content from their website that I previously purchasedNow they are saying it is Microsoft's problemI purchased the game from them and now they are refusing to support it or compensate me for the product I purchasedIf it is no longer available they should either refund my money or give me a discount on another game They just turned their back on a loyal customer and said its not our problemI am rejecting this response because:Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: The customer service is nonexistent, they told me I made the error not them, which is trueBut they were entirely unwilling to help me in any way, just constantly telling me I made the error, effectively telling me to screw myselfThey are a huge conglomerate and I wasn't asking for free things, but they didn't care [redacted] customer service at the absolute best.Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2016/02/08) */ To whom it may concern, Many thanks for sending this customer's concerns over I reached out to the customer and provided steps on how she can resolve her concerns, however; despite numerous contacts, I have not heard back from the customer Warm regards, [redacted] EA Customer Relations World Wide Customer Experience

I have reached out to this player to address the issues they're having with their EA/Origin gamesWe have asked the user to follow some steps to resolve this and prevent the issue from happening in the future, and it appears that at this moment this is resolved

Initial Business Response / [redacted] (1000, 5, 2016/03/21) */ To whom it may concern, Many thanks for sending this customers concerns over! I have reached out to this customer and addressed all of the concerns raised, as such; we consider this matter resolved Warm regards, [redacted] EA Customer Relations World Wide Customer Experience Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/03/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) Resolution was metI am happy with responseThank you

I have personally investigated the players complaint and find the suspension to be justThe player had received a warning for discouraging other players from spending in threadThis player then responded to the warning via a private message issuing expletives and obscenities to the MODHe also issued further threats concerning Battlefront off forums and stated "I know how this thing is played." This is when our senior MOD issued a temporary suspension for the players actionsI suggest that the player keeps his language professional in the future when speaking with the MODs or any player on our ForumsI also suggest they follow the rules of the forums as any further strikes can result in a permanent ban from the forums or even the game itselfBelow is a link to our rules: [redacted] EA Help

I purchased elites cards during that day with coins I earned properly I never broke a TOS agreement ever..NONE OF THE PLAYERS exploited the set you put out a set that allowed that to happen..I never ONCE BROKE A TOS agreement I bought players off the auction house correctly..This whole issue was THE COMPANIES FAULT not the players fault now I have cards taken away that I bought before this set and a bunch of coins gone because I purchased cards off the auction house LEGALLY and fully within the TOS agreements...ive given EA over 9500+ usd of my money and this is how you are going to treat a customer who plays and buys packs and does things by the TOSridiculous Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]