Electronic Arts

Complaint: [redacted] I am rejecting this response because: YOU MADE ME MOVE MY CHARACTERS TO hARBINGER....BUT ONLY MOVED HALFMOVE THE REST....PUT THEM ON SAME REALM AS THEY WERE MEANT TO BETHIS IS WHY MY GAME HAS BEEN SCREWEED UP THE WHOLE [redacted] TIME Sincerely, [redacted]

We are in contact with this player and have responded to this issue - EA Help

Complaint: [redacted] I am rejecting this response because: they have not resolved the issue with violating my privacySincerely, [redacted]

We have discussed the matter with the customerThe issue has been addressed and we ensured they are able to get in contact with us in the future with any further concernsElectronic Arts Worldwide Customer Experience

Initial Business Response / [redacted] (1000, 5, 2016/01/16) */ To whom it concerns, We have reached out to this customer concerning their expired product code issue through our internal customer support tools Thank you for bringing this to our attention Regards, Electronic Arts Customer Experience

Initial Business Response / [redacted] (1000, 10, 2015/06/19) */ Dear [redacted] , Revdex.com, Thank you for bringing this matter to our attention I've looked into this and I can see that you have previously contacted us in regards to this issue, as informed you will need to contact our Account Disputes team if you need any additional details about any action taken, or if you wish to appealOnly this team will be able to comment further on this matter They can be contacted on the following email address: [redacted] @ea.com I'm afraid we won't be able to comment any further in regards to this matter and I would highly encourage you to contact the above address Regards, EA Customer Experience Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is the email I received from the company yet as of 6/24/my account is still suspendedI have contacted them through email times, talked to customer service reps three timesThe emails have gone unanswered after receiving the one belowThe customer service reps always promise me of my account reinstatement only my account is never reinstatedNow they won't answer any on my emails on this matter Terms of Service Correspondence will follow shortlyPF [redacted] @ea.com ( [redacted] @ea.com) Add to contacts 6/19/Keep this message at the top of your inbox To: [redacted] @hotmail.com [redacted] @ea.com Dear Customer, Product Name: Madden Thank you for contacting us regarding the action that has been taken on your accountWe have now completed our investigation into your complaintAfter reviewing your case, we can see that your concerns are valid and justifiedWe will take great care to ensure that this does not occur again in the futureYour Account is active to play once morePlease do not farm Seasons games by matchmaking with a friend to grant 'free' wins anymoreWe will make sure to pay close attention and will monitor your game play going forwardIt could take up to hours to activate your Ultimate teamThank you for your diligence in bringing this matter to our attentionAs a valued customer, your feedback is very important to usYours sincerely, Ian EA Terms of Service Petition history: On XX-XX-XXXX you asked EAGAMES support: Persona: [redacted] Game: Madden Platform: xbox Final Business Response / [redacted] (4000, 14, 2015/06/25) */ Good Morning, Thank you for bringing this matter back to our attentionFrom reviewing our internal records we can see that at this time proper access should have been restored to these accounts in accordance with the information that has been provided We would invite the customer to verify this at this time and should there be any further concerns to contact us via help.ea.com and one of our staff will be happy to assist in addressing any and all concerns that may be present Best Regards, EA Customer Relations World Wide Customer Experience Final Consumer Response / [redacted] (2000, 16, 2015/07/01) */

Initial Business Response / [redacted] (1000, 5, 2015/08/04) */ We are investigating the issue and will address a solution in any future iterations should there be similar circumstances in the mode Electronic Arts Worldwide Customer Experience Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) "In future iterations" So, exactly what I was sayingLeave it broken, so that when FIFA comes out there is a high demand for a game that actually works properly This has been an issue for almost a full year nowThere is no excuse for not fixing it prior to this pointYou are EAYou have the man power and financial stability to create a game patch/updateCome on Final Business Response / [redacted] (4000, 9, 2015/08/11) */ 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 Electronic Arts Worldwide Customer Experience Final Consumer Response / [redacted] (4200, 11, 2015/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Well it has been almost a full year since the problem aroseSince there has not been a patch yet, I think it is safe to say there never will be Thank you for the by the script responseI expected nothing less

After investigating the violation on the account, we have determined the correct account action has been taken We cannot assist further through this channel, nor can we overturn the violationIf 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: [redacted] Best regards,Electronic ArtsWorldwide Customer Experience

The game can be played without in-game purchases but does require investment in time to learn skills to improve yourself in the gameAs stated before we appreciate his feedback 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]

We have responded to the customer and the issue has been addressed Should the customer have any other issues, they are welcome to contact us at [redacted] and we will be happy to help assist 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] How long will it take to resolve this issue? It has been days of this same issue from the time they first contacted me

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have received no messages to the references email I will call them today and see what happensSincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/07/06) */ We are investigating the issue and will address a solution in any future iterations should there be similar circumstances in the mode Electronic Arts Worldwide Customer Experience

Initial Business Response / [redacted] (1000, 5, 2015/09/08) */ Greetings, This is [redacted] from our customer relations team in EA, I'm getting back in touch with you in regards to the issues you are encountering on Madden First of all I apologize for any inconvenience caused by this issue, I have now taken ownership of your case and if you need anything in regards to this issue you can get in touch with me directly I've taken the time to investigate this case fully and it appears that the even though the entitlements are linked to your Madden account the packs aren't coming through to your account which is why our agent was positive that you were going to receive the content I have already manually granted the Playmaker pack which should already be available however we are currently unable to grant the packs you receive along side with the starter packAs the this content should be on your account I would like you to try a workaround which may enable the missing packs In the Playstation Settings menu select PlayStationTMNetwork/Account Management and then choose the Restore Licenses option If you become unable to start content you downloaded from PlayStation(r)Store or become unable to use acontent, this might fix the problemIf you not please get back to me and I will continue to work with towards the resolution of this issue Kind regards, *** EA Customer Relations World Wide Customer Experience Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) The workaround provided did not workI replied to the email they sent, letting them know it did not workI am still awaiting a reply to that email Final Business Response / [redacted] (4000, 9, 2015/09/12) */ Hello, Thank you for your updateWe are currently working with this user in order to resolve this issueWe have been in touch with him since this update via our internal system and we are looking into his issue Should the customer get back to you please feel free to update the Revdex.com Thank you, Kind regards, *** EA Customer Relations World Wide Customer Experience Final Consumer Response / [redacted] (4200, 11, 2015/09/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Still in contact with EA however no fix has occurred as of yet

Initial Business Response / [redacted] (1000, 5, 2015/10/07) */ Hello Revdex.com, Thank you very much for passing [redacted] our customers concerns to us I have now reached out to the customer in order to address any of their concerns Thank you ***, EA Customer Service Final Business Response Hello Revdex.com, I have reviewed the customer information and unfortunately they customer has been dealing with Zendesk directly and not our support team here in EAI am however delighted to advise that we have reached out to the Zendesk team and they have advised that they have now added all of the missing currency to the customer account plus some extra as compensation for the delays This issue is now closed on our side as the matter is resolved Thank you ***, EA Customer Service

Initial Business Response / [redacted] (1000, 5, 2015/06/16) */ We will contact the customer and provide a solution for this issue - EA Worldwide Customer Experience Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) The Company, EA Games, has responded and the issue has been resolvedThanks to [redacted] C., EA Games Representative, for immediate response, and his efforts in resolving the problemThank you, also Revdex.com for your help in this matter C***

Initial Business Response / [redacted] (1000, 5, 2016/02/26) */ Hello, We have reached out to [redacted] through our internal channels to discuss this matter more with her We have advised [redacted] that we are monitoring the Pogo Chat Rooms to prevent these issues from happening, but that any detailed information she can provide about these incidents would help our team to appropriately investigate and track users who may be breaking the Terms of Service We encourage [redacted] to continue reporting these users as our Terms of Service team reviews every report of users who may be abusing the chat, tools, or harassing other playersAs always, we will be unable to provide any detailed information about actions taken against these users as this would be against Data Protection laws Regarding a refund request, we have advised [redacted] that we would need to speak with her in more detail regarding this as refunds can be requested at any time, but eligibility depends on the type of account and subscription made As we have not heard back yet from [redacted] regarding the above, we do encourage her to contact help.ea.com in future if she has any queries Kind regards, EA Customer Support

This customer's case is currently being investigated by our Terms of Service team and the FIFA Studio, and regrettably Customer Support does not have an estimated time for when the investigation will be completed Once we have determined what has transpired with this players case, we will be in contact to let them know the outcome of the investigation If this customer wishes to appeal the action that has been taken on their account, they will need to contact our Terms of Service team, and the customer has been advised of the correct email address for this purpose Regards, EA Customer Support

Complaint: [redacted] I am rejecting this response because: Ea failed to protect my accountThe VIOLATED THEIR OWN privacy policy the moment they gave some russian guy access to my account(more than ONCE I MAY ADD) constituting a violation of section VI) sub section B) AND ALSO section VIII Ea MUST PROVIDE a level of commercially acceptable security to my account, and information included in said account, WHICH they failed to do soIf this had been a BANK they would be liable for any losses, and possibly punitive damages as well as pecuniary damagesGRANTED I may be responsible for the security of my account, I had taken every step I COULD POSSIBLY do to ensure the account was protected (and followed all advice given to me by EA advisors) The fact that this individual was able to gain access a SECOND (possibly third) time through exploiting EA advisers constitutes GROSS negligenceThe FIRST TIME I recovered my account, I had the whole thing suspended for a year before I was able to recover/use said account due to unseen circumstances(you may have noticed attempts to get into said account during that time if you review chat histories) (keep in mind as well, eulas that were in effect at the time of account being compromised DO COME INTO PLAY in this situation) If it IS IN FACT ONLY the one title listed as "banned" then I dont see why you cant just give me a new guid, and be done with itSincerely, [redacted] ***