Electronic Arts

Hello Revdex.com, Thank you for forwarding the customers response As discussed with the customer, we in Customer Services are unable to discuss the ban and have asked our customer to speak directly with our Terms of Service team as they will provide the reasons as to why action has been taken on the customers account As we have provided this information to our customer on many different occasions, we now consider that matter closed and request that they speak with our Terms of Service department by email at [redacted] Thank you, [redacted] EA Customer Relations

Complaint: [redacted] I am rejecting this response because: I already have contacted the TOS team but I don't think that they are doing their job correctlyMy club was reseted when it should have been the coin count that is resetedI would like someone to contact me and solve this issue because the TOS team wouldn't help My position is clear and I am in the right here since EA has a three strike rule that they didn't follow as they should Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/06/16) */ 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, 2015/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because it is exactly the same thing that they have been telling us since we detected the bug, they are not giving us an estimated fix time, they are just telling us thwy are investigating and haven't done a thing to fix it or to even communicate with us Final Business Response / [redacted] (4000, 9, 2015/06/22) */ 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, 2015/06/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) No you did not provide any useful information to any of the users who is experiencing this problem, you only care about FUT, because how come you can update FUT but can not fix a simple thing like this? It's incredible how horrid your customer service is to non-FUT players, I will not close this casePlease tell if you plan to fix this or not, instead of just keep us waitingA lot of people will stop buying your products because of your customer service, seems like you ***'t understand that you should make customers happy and even if you are not going to fix the issue, communicating with us would make us happy

HelloAs this purchase was not made through ourselves, we are not in a position to comment on what the advertised offer was.We offer two versions of this game edition, one for pre order, one for post launch purchaseThe packs were only in the pre order version, being replaced with a bundle of FIFA points in the post launch version.We have confirmed, as has the customer, that they received what was offered in the post launch versionThis is the version they should receive, having purchased the game some months after launch.Regards

We've resolved the issue with our Downloadable Games Center support siteOur Downloadable Games Center support staff has been in contact with this player and has been working towards a resolution

To whom it concerns, Thank you again for responding This matter has been specifically investigated and confirmed on multiple occasions by EA Help representatives and the FIFA studio directly As of now, the customer has received the most up to date resolution from the Terms of Service team directly and should he wish to dispute this case further, he will need to contact our Terms of Service team, including any further information which has not already been provided, as per the means that have already been outlined in our previous response As this matter has already been specifically re-investigated and confirmed directly by the highest level of support available, we now consider this matter as closed Sincerely, EA Help

Greetings, Many thanks for your reportI was very sorry to hear of this players experience and do hope I might be able to provide some guidance The customer support team here at EA and be contacted in a number of different ways by our players Players can visit help.ea.com, log in, and click the contact us tab on the top of the pageFrom there, they will be asked to provide a short summary of their issue and after a few clicks, presented with an how they wish to contact the team Click to callHere, the support team will call you back over the phoneSimply provide a convenient contact number and as soon as an advisor is free, we'll place a call to you Live chatIf you rather contact us over chat, no problem! Choose this option and after an estimated wait time is provided, you will be in a live chat session with a colleague EmailBest used for less urgent matters, this method will result in a member of the team review your concerns and reply back as soon as possible I do hope the above provides some guidance as to how best contact the teamI will also place a call to this player a little later today to make sure our reply is received and offer our assistance should they require it! Many thanks for your time and understanding in this matter Kind regards, [redacted] *– Customer Relations- EA Help |

We are currently discussing this issue with the player and hope to have this issue resolved soonElectronic Arts Worldwide Customer Experience

Initial Business Response / [redacted] (1000, 5, 2015/05/21) */ Thank you for contacting us We have spoken to our Terms of Service team who confirmed they contacted you back on April 7th They have also confirmed that they will contact you again shortly Kind Regards, EA WWCE Customer Experience Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is an outrage!I get the same response to an email from more than months! Every time they tell me to wait, wait and wait This is outrageous because in four months will premiere a new game "FIFA 16" and I still ***'t gets answers about this part of the game, is a scandal! EA Sports mocks clients dragging each case, thinking that if you pulled through the case to release new version of the game the problem will disappear and consumers will buy a new part of the game! It's a scandal! I want that EA Sports immediately answered my e-mail messages, now! Sincerely [redacted] Final Business Response / [redacted] (4000, 9, 2015/06/02) */ Hello, Our Terms of Service (account disputes) team are the only department who can discuss issues like the one reported in this case Their decision is final and if you would like to dispute this matter they can be contacted on the email previously provided ( [redacted] @ea.com) Regards, EA Worldwide Customer Experience Final Consumer Response / [redacted] (4200, 11, 2015/06/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Since February I wrote a few e-mails to the address [redacted] @ea.com, and still not getting any responseCould sir somehow accelerate? Since February I can not play I would like to apologize for breaking the rules, this situation will not happen againI hope that you will keep humanly and help me in this matter Sincerely, [redacted]

To whom it concerns, Thank you for bringing his matter to our attention A brief overview of the rules pertaining to FIFA and resulting account sanctions can be reviewed here: [redacted] At this time, this sanction has been reviewed directly by our Terms or Service team, the FIFA studio and myself personally The customer must contact our Account Disputes team directly should he wish to dispute this matter further Details on how to achieve this can be found at the following link: [redacted] We will be unable to assist further in engaging with an account dispute through any other channel and we must now consider this matter closed Sincerely, EA Help

Greetings all, Many thanks for your report! I was very sorry to hear of this players recent experienceI will now reach out directly over email in hope a resolution can soon be found Thank you for your time and understanding in this matter Kind regards, [redacted] – Customer Relations,-EA Help

Initial Business Response / [redacted] (1000, 5, 2016/03/07) */ Hello We have reached out to this customer via our regular support channels to request additional information that would allow us to assist themAs yet we have not been able to obtain this from the customerWe would be happy to work with this customer to help them with their issue, but until they respond to us with the information we need, we are not in a position to assist furtherRegards Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have went through their channelsAnd they gave me the run-aroundStating they would help but offer no solutionPlacing me on hold for ridiculous amount of timeContinously Opening up cases, as a facade to claim their doing somethingPromising me callbacks and never following throughAlso stealing money from their clientele, well I can't speak for other but myselfThey make rules and regulation on their programs and then changed their policies as they see fit The issue is far from resolved Final Business Response / [redacted] (4000, 9, 2016/03/15) */ Hello, We previously reached out to the customer to request further information in order to investigate their issue and assist them with itWe would still be happy to work with them, and will do so once they provide the information that we requested on several occasions since this complaint was lodgedRegards Final Consumer Response / [redacted] (4200, 11, 2016/03/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have not attempted to reach out in any regard

Initial Business Response / [redacted] (1000, 5, 2016/02/09) */ Dear ***, Revdex.com, Thank you for bringing this matter to our attention After reaching out to [redacted] I'm happy to report that this issue is now resolved Regards, EA Customer Relations Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Requesting complaint closure for case [redacted] , it has been resolved.Sent from Yahoo Mail for iPhone

Complaint: [redacted] I am rejecting this response because:I did not know it was against your rules, also I have never done anything wrong in the past therefore I should have got the worst bam straight away, in my opinion giving these bans to people who don't do anything wrong is highly affecting your business in a bad way, I also believe I should either be compensated or get my account unlocked, I have read other people's experiencesand they say the same as I said.Sincerely, [redacted]

Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me The business reached out to me and let me know that I was missing the content I had originally purchased and they gave it to me Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/11/23) */ To whom it concerns, Thank you for bringing this matter to our attention We will reach out to the customer directly in order to resolve his concerns as quickly as possible Best regards, [redacted] EA Worldwide Customer Experience

Given the sensitive nature of this issue, we have a dedicated team who is tasked to address such mattersShould you indeed believe this account action to be incorrectly applied or have some additional information we might have missed first time around, please email " [redacted] Additional information regarding this process can be found by following the link below[redacted]

Complaint: [redacted] I am rejecting this response because:I have already talked to the TOS team and they are claiming I did buy coins from a third partyThis is a statement and if my account is not unlocked, I wish a full refund Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/11/19) */ To whom it may concern, Many thanks for sending this customers concerns over to us I have reached out to this customer and addressed the concerns raised, as such; we consider this matter resolved [redacted] Electronic Arts Customer Experience