ComplaintsforElectronic Arts, Inc.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In Frebruary my account was disabled due to my online ID which I've continuously changed. I was subjected to being the **** of getting reported by male players simply because I would beat them; and two of the players that I beat and we friended each other later even admitted to reporting me. As random as it happened I decided to get request my data and according to them I've been playing this game (Apex Legends) on a PS3. Now I've never ever owned a PS3 in my life and I've only solely played it on the PS4. The thing is apex isn't available on PS3 it's not compatible. My usage stat collection option I believe is off but they still collect device information to which I don't even understand how they came up with that. Plus there were logins from all over place on my data. But I screenshot and told them how does someone get banned if they're playing on console that they have never owned and a game that wouldnt work with it? They deleted the pictures, I sent an email to the dpo and got an automated reply giving me links to dispute. I've worked my a** off for 5 years on that game and spent a good deal of money of which I'm never doing again. I honestly just want my account back. Oh and also I would play with anonymous mode on, but EA had a little problem with that because for a period of time it wasn't working meaning you were not anonymous which also still lead to people reporting for whatever reason they wanted. And it wasn't fixed for awhile if that's worth noting.I am writing this again because I was at work and I guess this was already resolved as soon as I replied.

  Business response

  07/10/2024

  To whom it concerns,
  
  Thank you for bringing this matter to our attention. In order to dispute an account sanction, a player must follow the steps outlined at the following link: ***************************************************************************************************
  
  This is the only valid means to have an account sanction reviewed. Once you submit your dispute, our Terms of Service team will review the sanction and respond with their findings.
  It is important that the dispute case is not updated while being reviewed, as doing so may remove it from the queue and delay the review.
  
  Kind regards,
  EA Help
  
  

  Customer response

  07/10/2024

  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

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In February my account was disabled due to my online ID which I've continuously changed. I was subjected to being the **** of getting reported by male players simply because I would beat them; and two of the players that I beat and we friended each other later even admitted to reporting me. As random as it happened I decided to get request my data and according to them I've been playing this game (Apex Legends) on a PS3. Now I've never ever owned a PS3 in my life and I've only solely played it on the PS4. The thing is apex isn't available on PS3 it's not compatible. My usage stat collection option I believe is off but they still collect device information to which I don't even understand how they came up with that. Plus there were logins from all over place on my data. But I screenshot and told them how does someone get banned if they're playing on console that they have never owned and a game that wouldnt work with it? They deleted the pictures, I sent an email to the dpo and got an automated reply giving me links to dispute. I've worked my a** off for 5 years on that game and spent a good deal of money of which I'm never doing again. I honestly just want my account back. Oh and also I would play with anonymous mode on, but EA had a little problem with that because for a period of time it wasn't working meaning you were not anonymous which also still lead to people reporting for whatever reason they wanted. And it wasn't fixed for awhile if that's worth noting.

  Business response

  07/08/2024

  Thank you for raising your concerns with us.

  The account in question is not associated with the email address or information provided with this report.  Were unable to discuss account details without verifying the account holder and welcome the customer to open a case with us at *************************** where we'll be happy to assist.

  Thank you, 

  Electronic Arts
  EA Help 

  Customer response

  07/08/2024

  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,
  
  ***********************

   

  My email is ***********************

• Initial Complaint

  07/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am writing to formally lodge a complaint against Electronic Arts (EA) regarding the unjust suspension of my APEX account. Despite my adherence to EA's Terms of Service and a history of fair play, my account was unexpectedly locked without any clear explanation or opportunity to rectify the situation.The suspension of my account has not only disrupted my gaming experience but also led to a loss of investment in terms of both time and financial resources. I have made numerous attempts to contact EA's customer service to ********************** the suspension and seek a resolution. However, my efforts have been met with generic responses that fail to address my concerns or provide a path towards reinstating my account.I believe that as a consumer, I am entitled to a fair and transparent process when it comes to disputes concerning online services. The lack of communication and unwillingness to engage in a meaningful dialogue with EA has left me feeling frustrated and unheard.Here is a brief overview of my situation:EA Account Information: ***************** Date of Suspension: 2024.4.22 Time spent on the game: Over 1400h Given these circumstances, I am seeking the BBB's assistance in the following ways:Facilitating a dialogue between EA and myself to clarify the reasons for the suspension.Advocating for a fair review process that takes into account my history as a loyal customer and player.Ensuring that ********************** provides a clear and reasonable explanation for their actions, along with a fair opportunity for me to present my case.I am committed to providing any information or evidence necessary to support my claim of innocence and to demonstrate my good standing as a customer. I trust in the ********************'s ability to advocate for consumer rights and to help me achieve a just resolution to this issue.I appreciate your attention to this matter and eagerly await your guidance on how to proceed with this complaint.

  Business response

  07/05/2024

  Thanks for the message.
  
  In order to dispute an account sanction, the fan must follow the steps outlined
  at the following link:  *************************************************************************************************** Once you submit your dispute, our Terms of Service team will review the sanction and respond with their findings.
  
  It is important that the dispute case is not updated while being reviewed, as doing so may remove it from the queue and delay the review.
  
  Thank you.
  EA Help
  Electronic Arts

• Initial Complaint

  07/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Dear BBB Support Team, Greetings, I am Benja, I am here to request a support for my Electronic Arts account, it was being unexplained revocation of access.I am a normal person who enjoys playing Apex Legned. In the past few years, Apex Legnd was not just a game for me, even during the pandemic, I enjoyed the game almost everyday, it also brought me friends who have the same interest. I am satisfied with those experience in Apex Legend in the past few years.However, I have no more access to my account anymore, ******************** imposed a ban and locked my account(associated with the email *********************** few days later, it has left me deeply shocked and disheartened. I have already requested support from Electronic Arts Help twice, but I only got a response from the support team telling that I have involved cheating without further explaining. All of my priceless memories with friends and game progress lost in a day. Being a loyal player to Apex Legend, I have always competed with integrity, never engaging in any form of cheating or exploiting the game. I have never tampered with game files, utilized hacking tools, or engaged in any activity that could be construed as compromising the integrity of the game.I am requesting a help from BBB Support Team, to help me unbanning the account but not refunding as to solve the problem and take my priceless memories back. I do not understand why Electronic Arts imposed a account ban and lock to me while I playing Apex Legend honesty. I hope my problem will be solve soon.Thank you for your time. I look forward to your prompt response. Sincerely,

  Business response

  07/05/2024

  Thanks for the message.
  
  In order to dispute an account sanction, the fan must follow the steps outlined
  at the following link:  *************************************************************************************************** Once you submit your dispute, our Terms of Service team will review the sanction and respond with their findings.
  
  It is important that the dispute case is not updated while being reviewed, as doing so may remove it from the queue and delay the review.
  
  Thank you.
  EA Help
  Electronic Arts

  Customer response

  07/05/2024

   
  Complaint: 21945192
  
  I am rejecting this response because:
  I am reviving the same response without getting any consideration. 

  
  Sincerely,
  
  Benja W

  Business response

  07/08/2024

  Thank you getting back in touch with us with your concerns.
  
  We reviewed the account and the activity which triggered the sanction in which violated the rules as stated by Terms of Service.
  
  What rules that the game follows is the following:
  *******************************************************************************************************
  
  The Terms of Service team has already reached their final review and upon their conclusion, it was shared with the owner, the player on the account.  The player is invited to reach out to the team again to dispute the sanction with new information that would assist with the investigation when contacting the EA Terms of Service team.
  
  Thank you, 
  Electronic Arts
  EA Help

  Customer response

  07/08/2024

   
  Complaint: 21945192
  
  I am rejecting this response because: Electronic Arts has done a wrong conclusion on my account, I'm a loyal player and never violate the Terms and Service, sorry but I would like to reject the reply.

  
  Sincerely,
  
  Benja W

• Initial Complaint

  07/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Dear BBB Team.Greetings.It is with great confusion and disappointment that I write this letter to you in the hope that through your help I can resolve my dispute with Electronic Arts (EA). My EA account has been banned for no apparent reason, and after many unsuccessful appeals, I am at my wits' end and in desperate need of your intervention and assistance.Here's what happened: I have been a long time loyal player of EA games and have invested a lot of time and money into my EA account. I have purchased many of EA's games and have topped up my account with a ************************************ of money. Recently, however, my EA account was banned for no apparent reason, citing "suspected infractions". I was shocked and unable to accept this.After my account was banned, I tried several times to file a complaint through EA's customer service channel, providing all the relevant evidence and explanations in the hope of getting a fair review and treatment. However, every time I tried to file a complaint, it was rejected with the same reason of "suspected violation", but no concrete evidence was ever provided.

  Business response

  07/05/2024

  Thanks for the message.
  
  In order to dispute an account sanction, the fan must follow the steps outlined
  at the following link:  *************************************************************************************************** Once you submit your dispute, our Terms of Service team will review the sanction and respond with their findings.
  
  It is important that the dispute case is not updated while being reviewed, as doing so may remove it from the queue and delay the review.
  
  Thank you.
  EA Help
  Electronic Arts

• Initial Complaint

  07/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Dear BBB Team.Greetings.It is with great confusion and disappointment that I write this letter to you in the hope that through your help I can resolve my dispute with Electronic Arts (EA). My EA account has been banned for no apparent reason, and after many unsuccessful appeals, I am at my wits' end and in desperate need of your intervention and assistance.Here's what happened: I have been a long time loyal player of EA games and have invested a lot of time and money into my EA account. I have purchased many of EA's games and have topped up my account with a ************************************ of money. Recently, however, my EA account was banned for no apparent reason, citing "suspected infractions". I was shocked and unable to accept this.After my account was banned, I tried several times to file a complaint through EA's customer service channel, providing all the relevant evidence and explanations in the hope of getting a fair review and treatment. However, every time I tried to file a complaint, it was rejected with the same reason of "suspected violation", but no concrete evidence was ever provided.

  Business response

  07/05/2024

  Thank you getting back in touch with us with your concerns. 
  
  We reviewed the account and the activity which triggered the sanction in which violated the rules as stated by Terms of Service. 
  
  What rules that the game follows is the following:
  *******************************************************************************************************
  
  The Terms of Service team has already reached their final review and upon their conclusion, it was shared with the owner, the player on the account.  The player is invited to reach out to the team again to dispute the sanction with new information that would assist with the investigation when contacting the EA Terms of Service team. 
  
  Thank you,  
  Electronic Arts 
  EA Help

• Initial Complaint

  07/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear BBB staff,I have encountered some problems and have to seek your help,Thank you first for your serious and responsible work here?my ea id is HMZHMZ7015,***********************,Previously bound email ************** 1.My Apex game account has been banned by EA company,Apex is a game from EA company,On June 5th, they banned him while I was not playing games,And there was no reason given and no red email from the representative banning it until today?2.During my account appeal process, EA staff perfunctorily provided blank cases to their management for review,Just a ban title without any contentThis obviously goes against the rules?3.Around June 25th, they changed the rules to make it impossible to file an account appeal using the 163 email account, which *********************** violated the law and EA company's own regulations,The EAHelp email appeal channel provided by EA company, the account with email 163 cannot use official tools to send emails. Yes, my account has lost the opportunity to continue appealing and be reviewed by EA again?The irresponsible behavior of EA company clearly infringes on my rights and fairness 4.I need EA company to carefully review my account and revoke their irresponsible ban. Let me return to Apex's game as soon as possible. No one would think that an account that has been continuously recharged for three years, played thousands of games with a KD of only 0.9 would be a cheater and would violate Agreement 6. I have carefully read EA's agreement and confirm that I have not engaged in any illegal behavior. EA needs to lift my Apex ban as soon as possible?Thank you again for your help and I wish you a wonderful day!

  Business response

  07/05/2024

  Thank you for raising your concerns with us.

  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.

  We welcome them to reach us again at help.ea.com if they have more information and well be happy to assist.

  Kind regards,
  EA Help

• Initial Complaint

  07/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello bbb Here's what happened: I have been a long time loyal player of EA games and have invested a lot of time and money into my EA account. I have purchased many of EA's games, and have added a considerable amount of money to them. Recently, however, my EA account was banned for no apparent reason, citing "suspected cheating behaviour". I am very shocked by this and find it unacceptable.I request the BBB team to take my situation seriously and contact EA to help me resolve this issue. I am willing to provide all necessary supporting materials, including top-up records, game records, etc., to prove my innocence and the reasonableness of my complaint. I believe that through the impartial intervention of the BBB, this issue can be properly resolved.Thank you for taking time out of your busy schedule to read my complaint letter. I look forward to hearing from you and hope that this issue will be resolved as soon as possible.Sincerely Sincerely

  Business response

  07/05/2024

  Thank you for raising your concerns with us.

  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.

  We welcome them to reach us again at help.ea.com if they have more information and well be happy to assist.

  Kind regards,
  EA Help

• Initial Complaint

  07/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello bbb Here's what happened: I have been a long time loyal player of EA games and have invested a lot of time and money into my EA account. I have purchased many of EA's games, and have added a considerable amount of money to them. Recently, however, my EA account was banned for no apparent reason, citing "suspected cheating behaviour". I am very shocked by this and find it unacceptable.I request the BBB team to take my situation seriously and contact EA to help me resolve this issue. I am willing to provide all necessary supporting materials, including top-up records, game records, etc., to prove my innocence and the reasonableness of my complaint. I believe that through the impartial intervention of the BBB, this issue can be properly resolved.Thank you for taking time out of your busy schedule to read my complaint letter. I look forward to hearing from you and hope that this issue will be resolved as soon as possible.Sincerely Sincerely

  Business response

  07/05/2024

  Thank you for raising your concerns with us.

  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.

  We welcome them to reach us again at help.ea.com if they have more information and well be happy to assist.

  Kind regards,
  EA Help

• Initial Complaint

  07/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello bbb Here's what happened: I have been a long time loyal player of EA games and have invested a lot of time and money into my EA account. I have purchased many of EA's games, and have added a considerable amount of money to them. Recently, however, my EA account was banned for no apparent reason, citing "suspected cheating behaviour". I am very shocked by this and find it unacceptable.I request the BBB team to take my situation seriously and contact EA to help me resolve this issue. I am willing to provide all necessary supporting materials, including top-up records, game records, etc., to prove my innocence and the reasonableness of my complaint. I believe that through the impartial intervention of the BBB, this issue can be properly resolved.Thank you for taking time out of your busy schedule to read my complaint letter. I look forward to hearing from you and hope that this issue will be resolved as soon as possible.Sincerely Sincerely

  Business response

  07/05/2024

  Thank you for raising your concerns with us.

  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.

  We welcome them to reach us again at help.ea.com if they have more information and well be happy to assist.

  Kind regards,
  EA Help

*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. ↩