Electronic Arts

Complaint: 12069974I am rejecting this response because: yes, it is true that as of this morning (4/3/17) I have in fact been contacted by [redacted] from EA and we have just started a conversation in regards to what has happened and how this situation can be remediedSo until this conversation has concluded and my original complaint has been solved, I think this matter should stay activeThen will be more than happy to inform you wither or not the actions taken by EA addressed my complaint Sincerely, [redacted]

We have reached out to the customer directly to offer assistance for this issue, and hope that we can help them reach a resolution

This player has already submitted a dispute against the action taken on his account and we have confirmed a ticket is in queue for this playerDue to the fact that these have to be manually investigated, we currently do not have an ETA on when the investigation will be completedOnce the investigation has been completed we will contact the player via e-mailIf the player has any further questions or concerns they are welcome to contact our support at http://help.ea.com.Electronic Arts Worldwide Customer Experience

Initial Business Response / [redacted] (1000, 5, 2015/11/03) */ 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, 2015/11/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Although EA's customer support is abysmal and EA Origin is not my preferred service by any means, I am very satisfied with the quick and personal response I got from them after going through this much troubleThey were direct and friendlyThis is what I would hope interacting with EA in the future will be likePast issues aside, I am satisfied with the help I have received in the past days

To whom it concerns, Thank you for bringing this matter to our attention I have reviewed [redacted] account and I can verify that this sanction has been reviewed on several occasions at this point Although we have already provided Lahiru with our findings, should he wish to dispute this sanction further, then his dispute must be made directly to our Terms of Service team Details on how to accomplish this can be found at the following link: https://help.ea.com/en-us/help/account/information-about-banned-or-suspended-acc...⇄ For further context, examples of activity which is not permissible in FIFA can also be located here: https://help.ea.com/en-us/help/fifa/fifa-17/fifa-17-rules/ Sincerely, Brian – Executive & Customer Relations EA Help | [email protected]

Initial Business Response / [redacted] (1000, 5, 2016/02/05) */ Hello, Thank you for sending this to usWe have completed the customers request, and reached out to them through our internal support to notify them that this is done

Initial Business Response / [redacted] (1000, 6, 2015/11/16) */ Hello, We've reached out to the customer several times using the contact information included with this complaint, but unfortunately we have yet to receive a responseIf further assistance is still needed, however, the customer is always welcome to reach out to our support at help.ea.comThank you! Sincerely, EA Customer Support Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/11/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) Complaim twas resolve by EA tech support that decided to make a new account

Initial Business Response / [redacted] (1000, 5, 2015/12/17) */ To whom it may concern, Thank you for bringing this matter to our attention We have contacted the customer directly to inform him of the reasoning behind his FIFA account access issues Sincerely, [redacted] EA Worldwide Customer Experience Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received an explanation from company but it is unacceptable I paid good money for this game and they have stopped me playing by locking my account with the reason suspicious activity there is no suspicious activity on my account me and my sons play it and it has never happened before happy to take money for game then lock customer out of account and wont put it back on very poor customer service unacceptable Final Business Response / [redacted] (4000, 9, 2015/12/21) */ 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 his 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 and being investigated by our studio Kind regards, [redacted] EA Customer Support Final Consumer Response / [redacted] (4200, 11, 2015/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I have said time after time there is nothing wrong with my account have been given no detailed explanation as to why ea have done this my family and I have not been able to play this particular game now for over a week I have contacted ea and been given no help at all this is very bad to me as a customer I will not close my complaint until ea fix my account and stop treating me this way

Initial Business Response / [redacted] (1000, 5, 2015/11/23) */ Hi there, I've reached out to [redacted] directly to see how we can assist her with these issues Thanks for reaching out to us! Kind regards, [redacted] EA Customer Support Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/12/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Although there is one big glitch remaining I am satisfied with the help that EA has been giving me I believe the case can be closed Thank you, [redacted]

This player's account has been re-reviewed by the Terms of Service and Fifa teams, and we have confirmed the violation occurredDue to this we will not be overturning the action taken on the account

Complaint: [redacted] I am rejecting this response because: I am not satisfied with the service that is being received by Pogo/EA my subscription was drafted out of my checking account on 10/27/but not resolution to the problemAlso today is 10/29/and I am unable to play bowling from my laptop, it is a Windows laptop and I am using FirefoxAt the moment I am trying my best to give this company a chance because I've been a customer for years and I really feel the customer service is terribleWhat will is take to resolve this issue? I really deserve a yearly subscription for the bull st that I am dealing with, but I can only communicate with EA via email not by phoneWe are currently in and the only source of communication is emailEA you need to do better My contact # is [redacted] Sincerely, [redacted] ***

To whom it may concern,Many thanks for sending this players concerns to us.From the player’s report, it appears the player is describing action that was taken by our Terms of Service Team due to a violation to our FUT Terms of ServiceGiven the sensitive nature of this issue and as Customer Support are not in a position to assist, we have a dedicated team who are tasked to address such mattersShould you believe this action to be incorrectly applied or have some additional information regarding this matter, please email the following address: [redacted] Additional information regarding this process can be found by following the link below: [redacted] Thank you for your time and understanding in this matter.Warm regards, [redacted] – Executive & Customer Relations - EA Help

Initial Business Response / [redacted] (1000, 5, 2015/07/03) */ Dear ***, Many thanks for getting in touch with us about this matter I've reached out directly to you via the email address providedI'm confident that we will be able to resolve this matter for you Kind Regards, [redacted] EA Worldwide Customer Experience Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/10/04) */ Nobody reached out to me from EA Games, they still treat my son who's a minor with adult words so it's above himNow the latest tricks they play on my son and all his friends who buy their games and keep their company in business is blame MicrosoftI'm sure Microsoft would be thrilled to know that it's their fault every time EA Games experiences a problem, this just smacks with deception! Can someone call me directly on my cell phone, I would certainly like to pursue this matter and give you better insightXXX-XXX-XXXX Thanks, [redacted] Final Business Response / [redacted] (4000, 19, 2015/10/12) */ To whom it may concern, I have spoken with the customer regarding his concerns Having reviewed this account in great detail, I confirmed that the two missing packs were added onto the customers account on July 3rd along with an additional pack as a gesture of goodwill, by my colleague AndyI have confirmed that all three packs were claimed on the same day, additionally; on October 10th I added another three packs As such, we consider this matter closed Warm regards, [redacted] EA Customer Relations World Wide Customer Experience Final Consumer Response / [redacted] (4200, 21, 2015/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Here is the e-mail the representative Elaine sent which did absolutely nothing but hurt my child againEA Games e-mail: Hi ***, My thanks for your email, I apologize for the delay in my reply - I had left the office when you emails came inWhen we spoke on Friday, I did promise you that I would add x Rare Player Packs and these were subsequently addedI did inform you during our call on Friday and in the email that these would be added onto FIFA My son lost the three packs over six months ago and this whole episode has been a nightmareMy son is a thirteen year old child that is fearful of calling EA Games since he was threatenedThey switched from Fifa over to Fifa this is how long this has been an issueThese are packs that I bought my son and he never got them EA Games wouldn't give you anything for freeOur conversation I told the EA repthat I bought my son packs just the night before, she was fully aware that he was playing Fifa and when she said that she was putting the three packs into my sons game we left off on a good note, I would send her an e-mail when my son received the three packsHe comes home from school and I told him turn on his game the packs he was missing should be thereHe turned on Fifa and no packs were to be found, as the rep [redacted] stated just the other day she put the packs in Fifa and not Fifa 16, it's an old game my son like all the other children play the new game, he received nothing but tears againEA Games acts like they did something right when the packs are uselessCan't they get one thing right after all this timeI WILL OFFER TO PAY FOR THE THREE PACKS BUT EA GAMES HAS TO STOP HURTING MY SON AND ONCE AND FOR ALL MAKE THIS WRONG INTO A RIGHTI've never been through anything like this, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/11/26) */ Greetings, Many thanks for your report I was very sorry to hear of this customer experience and do hope a resolution can soon be found I will now contact this customer directly via email and take personal responsibility of this matter Thank you for your time and I look forward to a swift resolution Kind regards, [redacted] , EA Customer Relations World Wide Customer Experience

Given the sensitive nature of this issue, we have a dedicated team who is tasked to address such mattersShould you have some additional information regarding this matter, please email "[email protected]"Additional information regarding this process can be found by following the link below.https://help.ea.com/en-sg/help/account/information-about-banned-or-suspend...⇄ you for your time and understanding in this matter

Initial Business Response / [redacted] (1000, 5, 2015/12/23) */ To whom it may concern, Many thanks for sending this over to us I have reached out and addressed concerns with regards to the restrictions on this account As such we consider this matter closed Kind regards [redacted] EA Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) You have banned many peoples accounts for the wrong reasons and continue to do this as seen on the forumsThis is shockingUnless I get unbanned I am not going to continuing to play or buy the gameShocking Final Business Response / [redacted] (4000, 9, 2015/12/28) */ To whom it may concern, We have reached out to the customer to both of their email addresses and advised that the restrictions on their account will not be lifted Kind regards [redacted] EA Customer Relations

Complaint: [redacted] I am rejecting this response because: Response from EA Customer Relations is that an email was sent directly to me I did not receive an email Please have EA send me the email again so I can review My email is [redacted] Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: A representative called me yesterday 7/and ignored my direction for an email exchangeThey at least provided me with an email touching on a few points of what we discussed as well as providing a link to their policies Although the representative was pleasant on the phone, he indicated that they were going to do nothing to help me in my situation to make me whole again This perplexes me for two reasons which are both contained within his email responseThe first of which reasons is that they have openly admitted to altering the character performance levels which validate my original complaint of the company altering their products after purchase resulting in an entirely different experience during game playThe second reason is contained within the link if their policies that he emailed meIt states, "...EA Virtual Currency is non-refundable unless expressly authorized by EA in writing or otherwise required by law." I have, in my possession, an email that directly expresses an approval for a refund that was received directly from a representative of their companyOut of convenience for them, they are now electing to not acknowledge this email I stand by my assertion that they are engaging in unethical and misleading business practicesI am still asking for the company to make good on their promise of a full refund Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 7, 2015/12/08) */ To whom it may concern, Many thanks for sending this customers concerns over to us I have been communicating directly with the customer and I am currently working to address her concerns [redacted] Electronic Arts Customer Experience

To whom it may concern,Many thanks for sending this players concerns to us.From the player’s report, it appears the player is describing action that was taken by our Terms of Service Team, due to a violation to our FUT Terms of ServiceGiven the sensitive nature of this issue and as Customer Support are not in a position to assist, we have a dedicated team who are tasked to address such mattersShould you believe this action to be incorrectly applied or have some additional information regarding this matter, please email the following address: [redacted] Additional information regarding this process can be found by following the link below: [redacted] Thank you for your time and understanding in this matter.Warm regards, [redacted] – Executive & Customer Relations - EA Help