Electronic Arts

To whom it concerns, Thank you for bringing this matter to our attention I have reviewed the customer's account and I can verify that a dispute for this sanction has been made and is currently under review Our Terms of Service team will respond directly to the player to provide their results once the investigation has concluded Should any player wish to dispute an account action with us,they may do so by submitting their dispute to [redacted] , or by following the steps outlined at the following link: [redacted] Thank you for your time, EA Help

Initial Business Response / [redacted] (1000, 5, 2016/02/22) */ Hi Revdex.com, I have been in contact with the customer and have confirmed that this issue is now resolved Thank you for sending this over Kind Regards, [redacted] W EA Customer Relations Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 7, 2015/06/05) */ We are working with the customer on the issue and confirmed they are able to reach us should they have any questions Electronic Arts Worldwide Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/06/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) EA Games has contacted me, but that's about itThere is still no technical fix to the Iron Force game, which requires a "strong internet connection"I have not been able to sign into this game via wifi for over months and countingThe developer is extremely slow to respond to support requests (if at all) and there are no solutions or acceptable compensation for the glitchy gameIn fact they recently admitted they have no fix-but they are still collecting money from everyoneI have made an offer to remedy my personal situation with many in-app purchases made unusable by their unstable and glitchy game, but there has been no response to that The customer service involved with Iron Force Android app is appallingThey simply ***'t care whether the game works, if customers are getting what they pay for, or if they are offering decent serviceThe shortcomings of EA/ [redacted] are widespread and need to be fixedJust look at social media and playstore ratings to see for yourselfI hope they get some different people and try to straighten things out in the near future Final Business Response / [redacted] (4000, 11, 2015/06/17) */ We have discussed the matter with the player and the issue is being address while confirming the player is able to contact us should they have any questions Electronic Arts Worldwide Customer Experience Final Consumer Response / [redacted] (4200, 13, 2015/06/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The only solution offered by the maker of Iron Force was a much, much smaller amount of game diamonds or game cash, which did not compensate me nearly for the lost use of in-app purchases, burned fuel for games that won't load, and choppy play due to game servers and lack of wifi ability after a game update in early MarchThey were unwilling to get anywhere near my proposed solution even after I explained the extent of their often unplayable game going back to

Initial Business Response / [redacted] (1000, 5, 2015/11/18) */ Hi Revdex.com, Thank you for bringing this case to our attention, I will reach out to the customer and do my best to resolve this issue Kind Regards, [redacted] W EA Customer Relations Final Business Response / [redacted] (1000, 8, 2015/12/03) */ Hello Revdex.com, After reaching out to the customer we have resolved the issue and now consider this case closed Kind Regards, [redacted] W EA Customer Relations

Initial Business Response / [redacted] (1000, 5, 2015/09/03) */ Dear ***, Revdex.com, Thank you for bringing this matter to our attention I have reached out to you via the email address provided on this Revdex.comIf you could read this at your next convenience that would be greatly appreciated I look forward to hearing from you Regards, [redacted] EA Customer Experience

We appreciate the time you took to send us your impressions and ideas, and we can assure you that our Development team is always interested in receiving constructive feedback from our players.To ensure that your ideas are seen by the right people, we recommend posting them on our Suggestion Box forum [redacted] so that they can be seen by the Development teamWhile our Developers may not post in every thread created there, they do read the forums on a regular basis, and are constantly looking for feedback from our players.Thank you for your understanding, and we hope to see your ideas posted on the Suggestion Box soon

Initial Business Response / [redacted] (1000, 5, 2015/07/03) */ Dear [redacted] , Revdex.com, Thank you for bringing this matter to our attention If you wish to dispute any action taken on your account by our Terms of Service team you would need to contact them directly on the below email addressWe have an official disputes process where you can appeal any action taken Please send an email to the below address with full details of the case and they will get back to you with a decision [redacted] @ea.com I'm afraid we wouldn't be able to comment any further on this matter and only the Terms of Service team can assist further Kind regards, [redacted] EA Customer Experience Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I followed that procedur, and it failedThe last word in the response says that they will no longer respond to emails I sent a response to their email but I have no faith that I will be further correspondence and since I did not actually cheat I cannot believe that they did any actual researchI then tried to speak with live support They are unable or willing to speak with me So the answer to this complaint is that there is no real dispute procedure The customer sends an email they immediately respond that the decision was correct and then you just supposed to accept that They have no ability to speak to a live person concerning the possibility of an account be shut down taking away hundreds of dollars spent over the last couple months Final Business Response / [redacted] (4000, 9, 2015/07/09) */ Dear [redacted] , Thank you for updating us I'm afraid the final decision in regards to any action taken on your account rests with the Account Disputes teamAs such we unfortunately aren't in a position to discuss this matter any further I can also assure you that action is only taken on accounts when we can verify that a breach of our Terms of Service has taken place I apologize that we weren't able to assist any further in regards to this particular matter Regards, [redacted] EA Customer Experience Final Consumer Response / [redacted] (4200, 11, 2015/07/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) The dispute team is unwilling to communicateThe one respsonse I received says they investigated and the action was appropriateThere are two clear issues with this: I did not exploit I sent in a ticket after accidently selling back the stack of chairs (game item) right away to via the ticket systemOddly that ticket to this day is not listed on my ticket historyNormally they dissappear for a bit while being routed and handledSo basicly I reported myself and got punished for it Now that team has nothing in place for me to talk to someoneApparently the EA customer service team is unwilling to corresponde within their companyVery unsatisfying

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] ***

Given the sensitive nature of this issue, we have a dedicated team who is tasked to address such mattersIf the customer wishes to dispute the action taken on their account, they can contact our Terms of Service department directly with any information relevant to dispute the action by following the steps outlined here: [redacted] Thank you for your time and understanding in this matter

Initial Business Response / [redacted] (1000, 5, 2015/07/27) */ Thank you for bringing this customer's concern to our attention The account in question was found to be violating our terms of service by our studio and as such we have exercised our rights under those terms to suspend access to this titleWe deeply regret needing to take this action however as these rules of conduct and terms of service are clearly spelled out and there is a requirement to agree to them prior to playing the game, the customer has been fairly warned in advance Evidence provided at time of the ban clearly points to a breech of our terms of service and the customer's own admission of such on our forums has likewise been recordedWe have verified that there was no compromise at that time and as such are left with the only conclusion being that the customer was in control of their account when these actions were taken After carefully reviewing the history around this complaint we were able to confirm that this case has already gone through our internal appeal process and exhausted all appealsAs such no further appeals on this matter will be entertained and we consider this matter addressed at this time Thank you again for bringing this matter to our attention and we hope this explanation clarifies our reasons for taking the action we did Best Regards, EA Customer Relations Worldwide Customer Experience Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) BioWare, I am going to address all of your points "The account in question was found to be violating our terms of service" You say I violated your terms of service but you never specify as to HOW I doOriginally you accused me of hacking, cracking and phishingYet you aren't being specificYou keep EVADING the question "We deeply regret needing to take this action however as these rules of conduct and terms of service are clearly spelled out and there is a requirement to agree to them prior to playing the game, the customer has been fairly warned in advance." I highly doubt that you deeply regret taking your actionsWhen you banned me, you asked me to provide any kind of information whatsoever and I did(Which you claimed was no longer necessary for no reason at all)Considering the fact that I'm innocent, it shouldn't be hard to come to the conclusion that I am not guilty of whatever you are accusing me of "Evidence provided at time of the ban clearly points to a breech of our terms of service and the customer's own admission of such on our forums has likewise been recorded" What evidence? Care to share that evidence? Customer's own admission on your forums? I'm not an it and I got a confirmation alreadyGetting banned on the forums has NO RELATION WHATSOEVER to getting an in game ban UNLESS you get the in game ban FIRST which DIDN'T happen in that order "We have verified that there was no compromise at that time and as such are left with the only conclusion being that the customer was in control of their account when these actions were taken." I verified that there was no compromise as well when I logged onto my forum account after you accused me of hackingMy password [redacted] changed so I concluded that either my account wasn't compromised or the person hacking my account was/is an itNow hold on a second here, "LEFT WITH THE ONLY CONCLUSION" - Do you guys honestly believe yourselves? So what you're saying is that you didn't contact me about these allegations when you first suspected something and then decided to ban me and close the subject***'t try to deny that either, you banned me without talking to me about it and you didn't provide any kind of information or evidence whatsoever I didn't log online before my ban since December of 2013(Maybe your logs could provide the information to clear that upoh wait, you're refusing to provide the information)Also, poor time to ban meI was out with cubital tunnel syndromeI couldn't even sit at my computer because my arm would start bleedingPerhaps if you unjustly banned me in June or September, then your story would make more sense to an average person even though it wouldn't change the fact that I am not guiltyEven if I didn't have the cubital tunnel syndrome surgery, you wouldn't be able to provide the "evidence" since you have none "After carefully reviewing the history around this complaint we were able to confirm that this case has already gone through our internal appeal process and exhausted all appeals." "Carefully reviewing the history" Are you referring to asking for information and then no longer deeming it necessary? You have no options for a live chat, you have no options for phone calls, your OWN CUSTOMER SERVICE DEPARTMENT CAN'T GET IN TOUCH WITH YOU and you CLAIM that you "carefully reviewed the history"You didn't even contact me or ask for my help in solving this issue Let me remind you when you guys banned members of Seal Team Sith AND banned over a playersYour team was so "sure" that they were right and EVEN WITH COUNTLESS EVIDENCE YOU STOOD BY YOUR BELIEFS only to have the community provide SO MUCH EVIDENCE that you simply couldn't refute it http://www.swtor.com/community/showthread.php?t=XXXXXX http:// [redacted] I want things 1)I want an in depth explanation as to why I was bannedNot just "You broke the terms of service" 2)I want the logs PROVING that I was online around July when you decided to ban me and I want time stamps of any kind of interaction I might have had with other players 3)I want the IP address you guys obtained during the course of your "investigation" and the day in July I was accused of hacking, cracking and phishing 4).I ***'t want you to photoshop any of your "evidence"As such, I will have an expert evaluate what you provide here Provide those thingsIf you're even able to provide any of those things, I'll know that you're lying because I haven't played the game since DecemberIt's possible I logged online for a few minutes in march or something to chat with my friends but unlike you, I ***'t have the logs so we'll just call it DecemberHowever I am 100% sure that I didn't play star wars at the time you decided to ban meI can't recall any play time after December Provide the things I asked for, I'll write it here once again so you ***'t forget 1)I want an in depth explanation as to why I was bannedNot just "You broke the terms of service" 2)I want the logs PROVING that I was online around July when you decided to ban me and I want time stamps of any kind of interaction I might have had with other players 3)I want the IP address you guys obtained during the course of your "investigation" and the day in July I was accused of hacking, cracking and phishing 4).I ***'t want you to photoshop any of your "evidence"As such, I will have an expert evaluate what you provide here Final Business Response / [redacted] (4000, 10, 2015/08/01) */ Thank you for providing us the update from our customer on this matter While we understand his frustration at the lack of further information we do not disclose the particulars of our internal processes or of how we catch these breeches of our terms of service as to do so would provide those parties who are breaking these rules with specifics that may allow them to bypass [redacted] in the future We do admit that mistakes can and do happen and it is for that reason that we include an appeal process to allow the customer to petition for reviewIn this case, this customer has exhausted all of those appeals and on three separate occasions our investigations have confirmed breeches in our terms of service As such we stand by our previous comment that this ban will not be overturned and no further communication will be made directly to this customer on this matter as we have nothing further to add to our statement Best Regards, EA Customer Relations World Wide Customer Experience Final Consumer Response / [redacted] (4200, 12, 2015/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Wow, that was a well written PR messageYou singled out one of the things I was asking for and claimed it would hurt your chances at finding legit hackersOkay, let's try this again and I'll omit that little part so you have no excuses 1)I want the IP address proving my location when I was supposedly hacking 2)I want the logs proving I was online during the time of my so called hacking 3)I want all of the evidence to remain pure(As in no photoshop) There's really nothing else that needs to be said on the issueProvide these simple thingsIt won't compromise your security or chances of finding hackers whatsoever

To whom it may concern,Many thanks for sending this players concerns to us The maximum number of club creations is 5, once you hit this; we cannot reset this limit Thanks, [redacted] [redacted] – Executive & Customer Relations

To whom it may concern, Many thanks for sending this players concerns to usGiven 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 account action to be incorrectly applied or have some additional information regarding this matter, please email the following address: [redacted] Additional information regarding our rules can be found by following the link below: [redacted] Thank you for your time and understanding in this matterWarm regards, [redacted] – Executive & Customer Relations

Initial Business Response / [redacted] (1000, 5, 2016/01/12) */ Dear ***, Revdex.com, Thank you for bringing this matter to our attention I have reached out to [redacted] and provided our final stance on the matterDue to the public nature of this complaint I can't provide any additional details regarding the case here Regards, [redacted] EA Customer Relations

The player received a warning two days before the ban was placed on their accountThe day of the ban we have confirmed the player was caught cheating once againWe will not be overturning the ban on the players account and will not be able to discuss this matter any further Electronic Arts Worldwide Customer Experience

Initial Business Response / [redacted] (1000, 5, 2015/07/15) */ 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 concerns Electronic Arts Worldwide Customer Experience Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) After speaking with an individual who did not want to answer any of my questions, then told me my concerns were not valid because only a few people have complained about it, I could see the concern was not going to be handledHe told me to get accurate data if I wanted to complain, which to me tells me that they know it is a issueAfter asking him to answer a question he informed me that he would not answer it, and I asked him if the conversation was recorded for quality assurance,he told me in fact it WAS NOT,then told me to contact their legal department with any other issuesDoes that sound answered? Final Business Response / [redacted] (4000, 9, 2015/07/20) */ We contacted the customer to discuss the issueHowever, the customer response provided is not accurateWhen customer states we said to get accurate data, this is incorrect as customer kept repeating the same question again and again and was asked to explain what the question meant before being able to provide an answerThe issue the customer is claiming with the game is not true and he was looking to get someone to admit it was by repeating the same broad questionHe was asked if he was recording the phone call and disconnected when told the phone call was a direct callBetween the phone call and email sent to him, no Legal department was mentionedUnfortunately, the response provided is inaccurate and there is no issue to address on this matterHowever, should the customer want to constructively discuss the issue further, we welcomed him to email us with specific details on the matter for further investigation Electronic Arts Worldwide Customer Experience

This player has contacted our support staff and this matter has been addressedThank you! Sincerely, EA Help

Complaint: [redacted] I am rejecting this response because I have already followed these steps and my account is still blockedEA have not taken into account the fact I was compromised by a hacker when the terms were brokenI reported the hacker before action was taken to block my account.Sincerely, [redacted]

To whom it may concern, I am in communication with this customer and we are working towards a resolution Thanks, [redacted] – Executive & Customer Relations - EA Help

Initial Business Response / [redacted] (1000, 5, 2015/10/05) */ To whom it may concern, Thank you for contacting us Having reviewed the account I am having trouble locating any case that the customer may have contacted our support with which to address this concern, however we would be pleased to make contact directly so as to resolve any remaining issues Thank you again for bringing this to our attention, [redacted] S EA Worldwide Customer Experience Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/05) */

Complaint: [redacted] I am rejecting this response because: Their description of the topper is a lie Attached is a screenshot from the game showing with the topper description highlighted.Sincerely, [redacted]