ComplaintsforElectronic Arts, Inc.

• Initial Complaint

  11/30/2021

  Complaint Type:

  Problems with Product/Service

  Status:

  Answered

  More info

  Hello I am a customer of Madden 22 on xbox for the company Electronic Arts Sports, I have spent a lot of money on my account and just today I got auction house banned and cannot do anything on the game for no reason at all, didnt even receive an email indicating anything, all I ask is that I can use my account as normal as I have done nothing wrong and have received no explanation. Ive spent over $1,500 on this account

  Business response

  12/01/2021

  We've reviewed the account and the action taken was due to a violation of our Terms of Service. We regret that we cannot assist through this channel nor can we overturn the violation. If 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: https://help.ea.com/en-us/help/account/information-about-banned-or-suspended-accounts

  Customer response

  12/02/2021

   
  Complaint: 16193398
  
  I am rejecting this response because:there was no breach of the Terms of Service, I did not do aanything to breach *** TOS, and they are not even saying what I supposedly did, there is a dispute going on with their Terms of Service team, but they cannot give an answer or provide infor/proof so this answer will not be accepted
  
  Sincerely,
  
  *********************

• Initial Complaint

  11/29/2021

  Complaint Type:

  Problems with Product/Service

  Status:

  Resolved

  More info

  I purchased a game on November 16th and I can't sign into a special ea account. EA has been no help so I can't play the game and they won't refund my money.

  Business response

  11/30/2021

  We will contact this player and resolve the complaint.

  - EA Help

  Customer response

  12/01/2021

  Better Business Bureau:
  You can cancelthis complaint. It has been taken care of.
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/29/2021

  Complaint Type:

  Problems with Product/Service

  Status:

  Resolved

  More info

  This incident occurred on November 26th and approximately 1pm cst. Every year on Black Friday EA sports has a big Black Friday event in their game fifa 22. They do a huge promotion where they sell packs that you can buy to upgrade your team in the game. On this day in particular I spent 150 dollars and had previously spent another few hundred since September. Shortly after spending money i was buying/selling players on their virtual transfer market and was banned for operating against their rules. However I didnt do anything remotely illegal per their terms and agreements section. I am not the only one who has dealt with this either. This company has no respect for their customers. I have tried to resolve this through their help desk asking for an explanation on why this occurred and both times they simply said they made the correct decision and cant provide details. If at all possible I would like to have this ban removed as I have spent a lot of money on the game and have done nothing wrong. If nothing else than at least I can give you guys some information for future issues with this company. I feel like the company has robbed me. After spending over 500 dollars to play their game I was banned for something that is out of my control. If they are unable to undo the ban then a full refund of all the money I spent would also be an appropriate resolution. Just for reference the email of my account used in game is ******************************* and I play on Xbox one with a gamer tag of Rmacz#**** if that information is needed when contacting the business. Thanks and feel free to reach out with any questions.***************************

  Business response

  12/01/2021

  Hello, 

   

  We have contacted the customer directly to work with them and ********************* a solution. 

   

  Thank you, 

   

  EA Help

  Customer response

  12/02/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/28/2021

  Complaint Type:

  Problems with Product/Service

  Status:

  Answered

  More info

  I have spent over 400$ this year on MADDEN 22 a video game that said business owns and operates...I have been locked out of my Ultimate team game mode which I spent said money (400$)....they are accusing me of illegally buying and selling coins on their game which I have not done and if someone there would simply look at my transaction history and item binder they would clearly see I have not violated any rules....my account being locked happened over Thanksgiving beginning on Saturday which is the best time of the year to aquire new items in the game. I simply feel violated by EA...their are people who blatantly advertise breaking rules and buying and selling coins on ******* everyday and EA just turns their head because their videos make more people play their game and spend money on the game...they have to fix this I am not the only person who has been falsely banned from MADDEN ULTIMATE TEAM(MUT)....I want compensation for everything I'm missing out on and losing thanks to their mistake...I work hard for my money and play their game religiously...I feel violated and taken advantage of...thisnhas been happening to other people like me for years and EA's response is to just keep sending you automated emails and not allow you to speak to a person to solve the issue...please if your reading this be warned EA will take your money and they do not care about anything but money....their customers do not mean anything to them you are dirt to them and it doesn't look like this will ever change...thankyou, Concerned EA customer

  Business response

  11/29/2021

  We've reviewed the account and the action taken was due to a violation of our Terms of Service. This has already been addressed and the conclusion provided directly to the account owner. If the player wishes to dispute the action taken with any new information available, they will need to contact the EA Terms of Service team directly.

  Customer response

  11/30/2021

   
  Complaint: 16185018
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/26/2021

  Complaint Type:

  Billing/Collection Issues

  Status:

  Answered

  More info

  I am attempting to get access back to an account for my daughters that we no longer have access to the e-mail address. The account is Gigglypandas ************************* We have spent hundreds of dollars on The **** 4 and the expansions. However, EA/Origin will not help me gain access back to the account because we can not give them "very specific details" on the account despite me confirming the previous purchases, credit card used, and previous log-in information.The biggest issue is that I am a USAF service member living in ******* and they, EA wants a prior IP address for the account which of course I can not give. The billing address at the time was *************************************. In addition, because of age laws, my daughters birthday had to be "incorrect" when making the account since they did not allow children's accounts at the time. In other words, their own policies are preventing them from helping me.Simply put, I just want access to the account and the games that we purchased. If they are unwilling to give us access back to the account, I want codes or reimbursement for the games (property) that I rightfully purchased. Obviously, if I have the credit card information I also have receipt of those purchases. This could have been a simple fix but they can not contact me as I live overseas but I am 100% a ** citizen and again, a ** service member.

  Business response

  12/01/2021

  We've reached out to the customer to address the issue.  Should anything else be needed, we welcome them to contact us at help.ea.com where we'll be happy to assist.

  Electronic Arts

  EA Help

  Customer response

  12/03/2021

   
  Complaint: 16180829
  
  I am rejecting this response because: we are still in the process of resolving the issue. 

  EA reached out to me on 29 November 21 to inform me they were looking into the issue. On 1/2 December, they responded again with "several issues" they discovered regarding the account. I responded with amplifying information and conduits for them to resolve the issue on 2 Dec 21. 

  While they appear to be resolving the issue and a resolution is possible in the near future, I do not want this complaint to close until the issue is actually resolved.

  Again, this is documentation and continuance as both sides are in contact but resolution has yet to be made.

  
  Sincerely,
  
  *********************

• Initial Complaint

  11/24/2021

  Complaint Type:

  Problems with Product/Service

  Status:

  Resolved

  More info

  Effectively EA has placed my data at risk by allowing someone other than myself to link accounts to their services. This has specifically happened through their EA ************ which is linked with my ********* Account and by extension my Windows PCs directly. Through the ************* a person can link a variety of accounts both social media andother services, EA's is specifically managed by them. I have contacted their support and *********'s support but EA has retainedcontrol of their own accounts, therefor ********* cannot help. Currently, an EA account, with an email address in ********* is beingallowed to access my data connected with ********* with my express request to disassociate the accounts. Data that they can access includes but is not limited to, addresses, DOB, employment status. I have expressly told EA that I do not own this account and haveno association with ******, they declined to disassociate the accounts putting my data linked with their services at risk.

  Business response

  11/25/2021

  To whom it concerns,
  
  Thank you for bringing this matter to our attention.
  

  We will reach out to the player directly to resolve any remaining concerns.
  
  Thank you.
  
  EA Help
  Electronic Arts

  Customer response

  11/26/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  11/23/2021

  Complaint Type:

  Problems with Product/Service

  Status:

  Answered

  More info

  Purchased **** 4 game from ******* which was new sealed in the box. I made several attempts to install this game on my daughters computer unsuccessfully. Used the installation disk and it requires an Origin account. After creating an account and attempting to redeem the product code for the **** 4 game, it says that the product code was already redeemed. I made many attempts to get help from the EA help desk and they just kept telling me that the product code had been redeemed already & that I needed to contact the retailer. I obviously did not redeem the code and ******* does not accept returns of opened SW games. EA help told me that the code was redeemed by some account associated with the following email: ******************************************** but this account does not even exist on Origins. EA customer service is ***************************** has been zero help. It is impossible to actually speak to a live person and everything must go through the online help desk and they just keep giving me the run around. I'm just trying to get this game which I paid $40+ for installed and working for my daughter!

  Business response

  11/25/2021

  To whom it concerns,

  
  
  Thank you for bringing this matter to our attention.
  

  We will reach out to the player and resolve any remaining concerns directly.

  
  Thank you.
  
  EA Help
  Electronic Arts

   

• Initial Complaint

  11/23/2021

  Complaint Type:

  Problems with Product/Service

  Status:

  Answered

  More info

  Requesting a refund purchased battlefield **** and game crashes graphics dont load is not what was advertised Beta was way way different then actual game play .

  Business response

  11/25/2021

  Information about our refund policy can be found here:

  https://help.ea.com/en/help/account/returns-and-cancellations/

  We invite the customer to contact our support for further assistance at help.ea.com.

   

  Kind regards,

  Electronic Arts,

  EA Help

• Initial Complaint

  11/21/2021

  Complaint Type:

  Problems with Product/Service

  Status:

  Answered

  More info

  EA sports recently acquired an app called Golf Clash. A new user agreement was presented to all users of the app. It stated many thing including that EA will be collected data on all users and involving third party companies. This agreement also stated that any user could request a copy of the data held on their person along with a request for it to be deleted. I have attempted several times to make this request through the channels provided in the agreement to no avail. I simply want to see the data they have collected on my person.

  Business response

  11/24/2021

  We've reached out to the customer and confirmed we have begun processing their request.  We welcome them to contact us at help.ea.com should anything else be needed.
  
  Electronic Arts
  EA Help

• Initial Complaint

  11/21/2021

  Complaint Type:

  Problems with Product/Service

  Status:

  Answered

  More info

  I was trying to login to Battlefield **** on my new xbox. When logging in, it said that my gamertag was associated with an email address that I had over ten years ago as a teenager from the company ****** net. I have long since not had to use satellite internet, and no longer had access to that account. I did not think this was an issue, and didn't even know about it. Well now this game will not let me sign in with my xbox gamertag to their game, because in their records it is attached to this abandoned email address. The real kicker is that when I use the "sign in with xbox" option on their website, it tells me to reset my password at my current email address, and I can, but it still doesn't show up as linked. It sounds like two data bases got mixed up a bit. If they would fix this I wouldn't have an issue. But they said to remove the EA account from my gamer tag I would need to give them the following info:IP address (network where they play on)- [IP address]Date of birth (provided during account creation)- [date of birth]One purchase on account and purchase date (month/year)- [product purchased and date]Last 4 digits of credit card- [last 4 digits]Billing address - [address]Phone number - [phone number] But seeing as how when I had that account over ten years ago and was a minor, almost none of those questions have an answer. In addition, I have moved over 15 times since I was that age, so the odds of me guessing most of that stuff right is a crazy bar.So when the employee I spoke to said his hands were tied, I asked to speak to a manager. The employee started acting weird, and essentially begged me not to complain about him. He refused to connect me to a supervisor because 'they would do what he would do' (paraphrasing) and proceeded to hangup on me.This issue isn't resolved, and it is unacceptable that I asked to speak to a supervisor over ten times politely and was ignored and hung up on.

  Business response

  11/25/2021

  The customer has been in touch with our support and the issue has been properly addressed.  We welcome them to reach us again at help.ea.com should any other issues arise.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩