Electronic Arts

We've reached out to this player to provide her with troubleshooting steps to resolve the error message she receives when attempting to play certain Pogo gamesWe are waiting for the player let us know if she requires further assistance or if the issue has been resolved

Unfortunately, we are unable to assist further through this channel and we are unable to overturn a violationAs discussed, the customer will need to address the issue with EA Terms of Service team directly Details on how to do this can be found through this article on EA Help: [redacted] Electronic Arts Worldwide Customer Experience

We have reviewed the case and provided a response to the player as requested - EA Help

To whom it concerns, Thank you again for getting in touch with us However the Terms of Service team are the only means to resolve this matter further If they have already provided their final response to you, then we would recommend that you review that contact carefully to ascertain the outcome of their investigation Customer Service are unable to resolve this matter further directly and we cannot overturn any final decision which has been already been provided directly to the customer by the Terms of Service team Sincerely, EA Help

Initial Business Response / [redacted] (1000, 5, 2015/11/04) */ To whom it may concern, Many thanks for sending this customers concerns over to us I have spoken with the Terms of Service Team who confirmed that these restrictions were placed onto the account correctlyAny queries relating to the restrictions can only be discussed with the Terms of Service Team, I have provided the customer with their contact details With regards to a refund, as this customer was found to be breaching our Terms of Service; we would not consider a refund Kind regards, [redacted] EA Customer Relations World Wide Customer Experience Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) This in no way shows proof of any wrong doingI do not accept this response as a resolution at allThe EA rep reached out to me and yet gave me another run-around with an email to a dispute team in which I have now emailed, but the likelihood of them accepting they made a mistake and not stealing $from me and all the coins and cards and time I put into the game at this point seems impossibleWe must not settle and let these businesses treat of this wayThis is the same as stealing Final Business Response / [redacted] (4000, 9, 2015/11/09) */ To whom it may concern, I have reached out to this customer and explained the reason for the banHowever, as this matter is now in the hands of our Terms of Service Team, Customer Support are not in a position to assist Kind regards, [redacted] EA Customer Relations World Wide Customer Experience Final Consumer Response / [redacted] (4200, 11, 2015/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) The only thing that [redacted] said to me was that the "team" addressing this issue was not going to over turn the decision they made to ban meThey have yet to provide any proof of ANY wrong doingWatch out because if you have connection issues you are getting bannedI have never been more dissatisfied with any customer service experienceI have pasted [redacted] 's email below Hello ***, My name is [redacted] and I'm part of Electronic Arts Customer Relations Team, I am contacting you today following concerns you raised to the Revdex.com relating to your Madden account I have spoken with both our Terms of Service Team and Madden Studio regarding these restrictions, both have confirmed that the restrictions will be remain in placeWith regards to the reason for the restrictions, the Studio have identified your account as a source that is causing opponents to disconnect from the game and as a result claiming wins from other usersWhilst I understand you had internet connection issues, however; this would not explain the unusual activity on your account Should you have any additional concerns, please contact our Terms of Service Team directly on [redacted] @ea.com Warm regards, [redacted]

Complaint: [redacted] I am rejecting this response because: they have compensated me only 1/4th of my in-game assetsThey clearly misread or misunderstood my situationI have sent them an email regarding this, but I would gladly appreciate it if you told them that I am still missing my million coins.Sincerely, [redacted]

Upon further review, we found the action to the account was done correctly and the customer was in violation of the Terms of Service Should they have any other issues and need support, we welcome him to contact us at [redacted] and we will be happy to assist Electronic Arts Worldwide Customer Experience

Again, this issue is in relations to a Terms of Service account violationWe have reviewed the correct account, but regret that we cannot assist the user further with this queryAny player who has been suspended or banned from an EA title must contact the Terms of Service team directly to dispute this or request more informationEA Help and support cannot overturn the action or provide detail about the issue, as these sensitive matters are handled only by the Terms of Service team We ask that the player please contact the Terms of Service team directly When contacting this team, please be sure to provide all the required informationFor details on this, please see our article on EA Help "Information about banned or suspended accounts": [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/02/19) */ Dear [redacted] , Revdex.com, Thank you for bringing this matter to our attention I have been in contact with [redacted] regarding this case and we have since brought this matter to a resolution Regards, [redacted] EA Customer Relations Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) Was given a clear response about the Terms of Service, which I was in fact in violation ofGiven a warning, instead of a ban, which is acceptable for meThank you

To whom it concerns, Thank you for bringing these concerns to our attention We have been in direct contact with [redacted] to discuss this matter further We hope this matter has now been resolved and we have invited [redacted] to respond to us directly should she have any further questions or issues Thank you, EA Help

Complaint: [redacted] I am rejecting this response because: EA TOS does not provide any real helpThey constantly ignore me and give the same automated response back.Sincerely, [redacted]

We are currently investigating the root cause of the issue and continuing to work with [redacted] as we move further into the case 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 meSincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 6, 2016/02/15) */ Hello Revdex.com, Thank you very much for passing [redacted] our customer concerns to us We are currently working with the customer in order to help assist them with their concernsThe matter is not yet resolved however we wanted to provide you with an update on the matter Thank you EA Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/02/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) For weeks now EA has been telling us they are working on this, but there has been zero actual progressAt some point they need to fix the issue - they took my son's money and he doesn't have access to his accountHe also spent hundreds of hours building his team, so we want it restored to the way it was before the account was hackedEA needs to quit the pretense and fix my son's account Final Business Response / [redacted] (4000, 10, 2016/02/25) */ Hello Revdex.com, Thank you once again for passing [redacted] our customers concerns to us We are delighted to advise that we have now resolved this matter with the customer and the case is now closed Thank you EA Customer Relations Final Consumer Response / [redacted] (2000, 12, 2016/02/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) EA found my son's account and returned it to himThis was the outcome we were asking for While it took some time, it seems like EA went to great lengths to recover this account, so we are ultimately happy with the effort and response once it was escalated The Revdex.com was instrumental in having the issue escalated and ultimately resolved, so thank you very muchAnd thank you to the customer relations rep at EA who ultimately got the issue resolved, as well as the tech group that found the account

Initial Business Response / [redacted] (1000, 5, 2015/05/14) */ To whom it may concern, I have reached out to this customer and will be communicating with him directly to discus the concerns raised [redacted] Electronic Arts Customer Experience Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) they gave me my account back, with a decent compensationim satisfied

Initial Business Response / [redacted] (1000, 5, 2015/06/30) */ Hello Revdex.com, Thank you very much for bringing our customer concerns to our attention I have reached out to the customer to offer a call back to help address her issues Thank you, EA Customer Service

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 meI was contacted by EA the representative said that "if" I am willing to work with him he will try to find a solutionI replied stating the issue and, said that I am willing to listen and, work with himI will report back to you as soon as I find out what EA is willing to doThank you very much for all your help with this I really appreciate it Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/06/15) */ We are investigating the issue and will address a solution in any future iterations should there be similar circumstances in the mode Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from Electronic Arts is totally unacceptableFor months Electronic Arts has promised a resolution to this product defectOn multiple occasions Electronic Arts' customer service has promised a software update to resolve this issue, but now their response vaguely references a "future iteration" instead of a firm commitment to resolve the issue Electronic Arts' blatant disregard for product quality and customer satisfaction is reprehensibleCustomers have paid full price for a fundamentally broken product, only for Electronic Arts to rescind continued promises to resolve the defects Electronic Arts' behavior is deplorableReleasing a flawed product into the market demonstrates a lack of respect for their customersRefusing to fix acknowledged defects for more than months clearly shows their apathetic approach to customer service This complaint against Electronic Arts represents the first time I have been required to take formal action against any companyElectronic Arts' customer service and response to this complaint have been wholly substandardIt is clear that the company has neither the ability nor the desire to release high-quality software and back it with competent customer service Electronic Arts was named "Worst Company in America" by Consumerist magazine in both and The company's actions with respect to this specific issue have been appalling, and have made them (in my opinion) front-runners for "Worst Company in America" for Because the company has made it clear that they do not value me as a customer; I do not have any recourse against their atrocious behavior other than to shun their products in the future Final Business Response / [redacted] (4000, 9, 2015/07/06) */ We've provided the information available around this situation and have confirmed that our FIFA team is currently investigating itUpdates will be provided to our users when they become available, but we ***'t have further details at this time Final Consumer Response / [redacted] (4200, 11, 2015/07/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Electronic Arts' response is nothing more than empty wordsThe company has released a defective product and does not care to satisfy legitimate customer complaintsIt has been nine months since this major flaw was reported to Electronic ArtsTheir inaction speaks to their lack of respect for their customers

We have spoken to the player regarding the issues he's been having with Pogo, and contacting supportWe are happy to consider this matter resolved, and I've let the player know how to contact us in future Please note that the website the player has referred to in their complaint is not affiliated in any way with EAThe only way to contact Pogo/ EA Support is through our official websites, at www.pogo.com or http://help.ea.comEA agents will never, ever ask for your password

Initial Business Response / [redacted] (1000, 5, 2015/06/22) */ We are investigating the issue and will address a solution in any future iterations should there be similar circumstances in the mode Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from EA is completely unacceptable 1- They have been investigating for months since September 2- There is no need to wait for similar circumstances in the future, because every single game released has this problemThe problem doesn't happen sometimes but it's always there in every game Since this problem was brought to EA in September 2014, their response indicates no solution and lack of any interest from their part in solving this problem Final Business Response / [redacted] (4000, 9, 2015/06/29) */ We've provided the information available around this situation and have confirmed that our FIFA team is currently investigating itUpdates will be provided to our users when they become available, but we ***'t have further details at this time Final Consumer Response / [redacted] (4200, 11, 2015/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no solution or even a reply that makes sense