ComplaintsforElectronic Arts, Inc.

• Initial Complaint

  08/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear ************************* (BBB),I am a long-time user of ********************** and **************************** abided by their user agreements. However, my ********************** account was inexplicably banned without any valid reason. What is even more unacceptable is that I have submitted three appeals to the EA team, but they were rejected each time without any reasonable explanation.My account is very important to me and I invest a lot of time and energy in EA's games. Now, I have been deprived of the fun and sense of accomplishment that these games bring. This behavior not only disappoints me, but also makes me feel deeply unfair.Here, I request the ****************************** to intervene in this matter and help me restore the use of my account. I hope ********************** can re-examine my account, give ************************************************ explanation, and unblock my account as soon as possible.Thank you for your attention and help with this matter.Sincerely,salute

  Business response

  08/05/2024

  Thanks for the message.
  
  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.
  
  Thank you.
  EA Help
  Electronic Arts

• Initial Complaint

  08/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Electronic Arts' customer service is the worst I've ever experienced my email ***************** I've never experienced such unfair and humiliating treatment I'm a senior player who has joined EA games for 5 years. The games I've purchased include but are not limited to Apex Legends, It takes two, Battlefield...On 06/Jun/2024, my Apex Legends account was banned for no reason.There was no email, and the ban could not be found on EA's website, and even the advisor of EA HELP could not find it. (The ban was not added to EA's website until 13/Jun/2024)What does this show?This shows that the ban is incorrect!It may even be a communication problem between departments of Electronic Arts.They made mistakes within their company, but let a player pay for it?I can confidently say that I am a player who abides by the rules and has never been involved in cheating in any way. I hate cheaters.A large number of cheaters are destroying this game.After searching a lot on social media, I found that I was not the only one who encountered this problem.But what is desperate is that after sending appeal emails to Electronic Arts many times, they insisted that my account was involved in cheating.even though even their Advisor could not see the ban.This condescending attitude is shocking.I also spent more than a thousand dollars on their game.Which country is Electronic Arts from? Are they not subject to consumer protection laws?They can't face up to the mistakes they made, but let the players pay for it?Under their "excellent" operation, the game Apex Legends is going to be finished.Although I am not in *******, I will entrust my friends to draft the lawsuit documents.Players are also consumers and customers. A consumer should not be *********************** like this.I will use any means to report them, and I will call on all players to unite against this evil force.justice will be on the side of the players.I hope the BBB will stand on the side of justice and intervene in this matter.

  Business response

  08/02/2024

  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

• Initial Complaint

  08/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Dear Sir or Madam,I am writing to bring to your attention an issue I am experiencing with Electronic Arts (EA) concerning the unjustified banning of my Apex Legends account.My account, associated with the email ******************* has been banned without any tangible evidence of cheating or fraudulent activity. I exclusively play Apex Legends via a cloud gaming service, Boosteroid, which makes it technically impossible for me to modify or manipulate game files in any way that could be considered cheating.I have contacted EA Help multiple times to explain my situation and request a review of my case. Unfortunately, EA has refused to provide specific details regarding the reasons for the ban and has not responded satisfactorily to my appeals for a fair resolution. In each attempt to communicate, I received only generic and automated responses, making it impossible to have a constructive dialogue.It is possible that the issue originates from Boosteroid, as other players using this service for games like PUBG have encountered similar problems. However, the developers of PUBG were more receptive and lifted the bans after listening to the players' concerns. This difference in developer responsiveness highlights a lack of engagement from EA that severely impacts user experience.Moreover, I have not had the opportunity to have an in-depth discussion with a member of their ToS team to present my evidence of innocence. This lack of transparency and dialogue is extremely frustrating and detrimental to my experience as a loyal customer of their products.I am seeking your help to encourage EA to reconsider my situation and lift this unjustified ban, or at least provide a clear and detailed explanation. Any assistance you can provide to encourage a more proactive response from EA would be greatly appreciated.Thank you for your time and consideration of this matter.Sincerely,

  Business response

  08/02/2024

  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.
  
  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.
  
  Thank you,  
  Electronic Arts 
  EA Help 

• Initial Complaint

  08/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ive contacted ********* multiple times and EA multiple times they both say I have to talk to the other one to get my refund. Im getting incredibly frustrated.

  Business response

  08/01/2024

  To whom it concerns,
  
  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.
  
  Kind regards,
  EA Help
  
  

  Customer response

  08/01/2024

   
  Complaint: 22077182
  
  I am rejecting this response because:
  I have already tried MULTIPLE TIMES to handle it with them and they have yet to provide any details whatsoever.
  im more than Happy to verify my account through ********************

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

  Business response

  08/02/2024

  
  Thank you for raising your concerns with us.
  
  As previously mentioned, 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.
  
  Kind regards,
  EA Help

  Customer response

  08/03/2024

   
  Complaint: 22077182
  
  I am rejecting this response because:
  I am my account owner and Im giving you permission to discuss it. Im not opening ANOTHER EMPTY CASE WITH YOUR COMPANY IT WILL BE THE SEVENTH CASE that I believe will result with you telling me to contact Microsoft 
  Sincerely,
  
  *************************

• Initial Complaint

  08/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Dear BBB support team, you can call me ****. I'm a loyal gamer.My Apex email address is 1750095157@qqcom and my EA ID is ***********. I am a player who has been playing Apex games for almost 1000 hours. However, at around 8 p.m. on July 14th, I was banned from the game. In fact, I don't know why I've been banned, because I've been doing well in-game and haven't violated the EA Agreement. I'm outraged by game cheaters and firmly against this kind of behavior.The game ban hit me hard, and I'm almost desperate now, and I'm about to lose the motivation to live in this world. As a person of integrity, I have definitely not engaged in shameful game cheating. So, I've filed a complaint with EA, but they haven't given me a clear reason for the ban. I don't think they checked my account carefully and didn't do their part.Dear BBB, please help me.

  Business response

  08/01/2024

  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

  08/01/2024

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

  I want to unblock my game from EA, after all, I didn't violate their agreement. I hope you can help me with this.

• Initial Complaint

  08/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, fellow BBB staff my name is River email address:**************** ea id:riverv im angry and disappointed about the unjust ban on the account the account was randomly banned on 30/Jun/24, no reason,no email, no warning despite following the user rules provided by **********************, the responses i received when trying to resolve this wrongly ban were unhelpful although i have provided the information requested by EA advisor *******, including the possibility that my account is hacked. but my efforts have not been met with satisfactory answers perhaps advisor's support level is not high enough to handle this for me again:i am not cheating, not using any cheating tools or code to win i have invested over $2,000 in this account over 15 in game heirlooms would you use such a valuable account to cheat if you were me ?and my levels in the in-game ranking leagues have surpassed Master, these are all publicly available,i dont need cheating to ruin my account whats even more infuriating is that several game streamers also had their accounts incorrectly sanctioned,including Mande,PeakedPanda. but were quickly unbanned due to their following and connections at EA/Respawn.is this fair?I hereby appeal to the EA team to stop this unfair behavior and unban my account.is it a wrongly ban caused by some uncontrollable software conflict or other reasons?did someone take advantage of some loopholes in the reporting system to maliciously ban me?i have no ******************** of ??this as EA refuses to provide any details of the ban i hope the top executives at EA can see this too in an avalanche, no snowflake is innocent.the same is true in the gaming world. if you guys continue to be so arrogant and unfair, your company will be doomed i hope we can keep in touch. i will not give up defending my rights Sincerely,

  Business response

  08/01/2024

  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
  
  

  Business response

  08/01/2024

  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
  
  

• Initial Complaint

  07/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear BBB Support Team:My Apex Legends account has been banned by Electronic *********** for no reason!My EA ID: Bubbleye email address:*************** I did not receive any email regarding the reason for the ban of my game. I tried to appeal through EA help, but my own account did not provide me with any online contact channels. After I changed my account to appeal, EA staff informed me that I had to use my own account to appeal, which made it impossible for me to appeal after my account was banned. I have't play the game for a pretty long time, I really can't understand why EA banned my *************************************************, Plz help me. I don't need refund, I just wish my account can be unbanned, thank u.

  Business response

  07/31/2024

  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

  08/02/2024

   
  Complaint: 22070226
  
  I am rejecting this response because:The website provided by EA company does not allow me to effectively contact EA staff. They always perfunctorily claim to have checked my account information, but in reality, they did not conduct a thorough inspection.I hope EA can thoroughly check my account and remove the ban.
  
  Sincerely,
  
  *****************************

  Business response

  08/05/2024

  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

  07/31/2024

  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: 2023.10.2 Time spent on the game: Over 2000h 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

  07/31/2024

  Thank you for 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

  08/01/2024

   
  Complaint: 22070125
  
  I am rejecting this response because:
  Following my initial complaint to you about the status of my EA account, I have encountered a deadlock with EA's customer service, resulting in the denial of my appeal. I am reaching out once more to request your organization's intervention, as I believe my case has not been thoroughly or fairly evaluated by EA.
  
  The correspondence from EA has not resolved my concerns and has lacked substantive dialogue. Despite my compliance with EA's outlined procedures and the provision of all requested details, my appeal has not received the attention it deserves.
  
  Given this impasse, I am seeking your esteemed organization's assistance in the following areas:
  
  Comprehensive Assessment: I request that an impartial examination be conducted into EA's decision-making process regarding account sanctions to ensure that it is just and open.
  
  Enhanced Support Protocols: I am advocating for a higher caliber of customer service from **********************, particularly when it comes to critical matters such as account restrictions.
  
  Transparent Dialogue: I am in need of clear and direct communication from EA, which includes explicit responses and reasons behind the decisions made concerning my appeal.
  
  Equitable Outcome: I am striving for a resolution that is not only fair but also rectifies the access to my account and acknowledges the inconvenience I have faced.
  
  I acknowledge EA's prerogative to maintain the integrity of its gaming community, yet I maintain that as a consumer, I am owed a baseline of fair play and the opportunity for a legitimate appeal. I am prepared to furnish any and all pertinent documentation and details to fortify my claim and establish the bona fide utilization of EA's services.
  
  I am hopeful that with BBB's continued support, we can work towards a mutually beneficial resolution that addresses my concerns and elevates EA's customer service standards.
  
  I appreciate your time and the work you do to mediate such disputes.
  Sincerely,
  
  Fei Niao

  Business response

  08/02/2024

  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. 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.

  Thank you, 
  Electronic Arts
  EA Help 

  Customer response

  08/02/2024

   
  Complaint: 22070125
  
  I am rejecting this response because:
  I am reaching out to formally file a complaint and seek assistance regarding the unsatisfactory customer service I have experienced with ********************************************* concerning the sanction imposed on my APEX account.
  
  Despite following the established contact procedures provided by EA, my attempts to resolve the issue have been met with responses that I feel are dismissive and unhelpful. The customer service representatives have not provided the detailed information or the level of support I was expecting, which has left me feeling unheard and without a viable path to appeal the decision affecting my account.
  
  I have taken the following steps in an effort to resolve this matter:
  
  Contacted EA **************** multiple times, as directed by their support documentation.
  Requested a detailed explanation for the sanction on my account.
  Sought a ********************* and reasonable appeal process to contest the decision.
  However, my efforts have not resulted in a satisfactory resolution. The responses I have received were generic and did not address my specific concerns. It is disheartening to encounter such a lack of attention to a matter that significantly impacts my ability to enjoy the games and services I have invested in.
  
  Given these circumstances, I am requesting BBB's assistance in the following ways:
  
  Advocating for a thorough and unbiased review of my case.
  Facilitating a dialogue with EA that is focused on providing a substantive response to my concerns.
  Ensuring that EA adheres to best practices in customer **************************** dispute resolution.
  I am prepared to provide any additional information or documentation that *** be required to support my complaint and demonstrate my good standing as a customer. I believe that with ********************'s involvement, we can work towards a resolution that is fair, transparent, and in the best interest of all parties involved.
  
  
  Sincerely,
  
  Fei Niao

• Initial Complaint

  07/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ear 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: 2024.6.13 Time spent on the game: Over 2000h 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

  07/31/2024

  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

  08/02/2024

   
  Complaint: 22070119
  
  I am rejecting this response because:
  Following my initial complaint to you about the status of my EA account, I have encountered a deadlock with EA's customer service, resulting in the denial of my appeal. I am reaching out once more to request your organization's intervention, as I believe my case has not been thoroughly or fairly evaluated by EA.
  
  The correspondence from EA has not resolved my concerns and has lacked substantive dialogue. Despite my compliance with EA's outlined procedures and the provision of all requested details, my appeal has not received the attention it deserves.
  
  Given this impasse, I am seeking your esteemed organization's assistance in the following areas:
  
  Comprehensive Assessment: I request that an impartial examination be conducted into EA's decision-making process regarding account sanctions to ensure that it is just and open.
  
  Enhanced Support Protocols: I am advocating for a higher caliber of customer service from **********************, particularly when it comes to critical matters such as account restrictions.
  
  Transparent Dialogue: I am in need of clear and direct communication from EA, which includes explicit responses and reasons behind the decisions made concerning my appeal.
  
  Equitable Outcome: I am striving for a resolution that is not only fair but also rectifies the access to my account and acknowledges the inconvenience I have faced.
  
  I acknowledge EA's prerogative to maintain the integrity of its gaming community, yet I maintain that as a consumer, I am owed a baseline of fair play and the opportunity for a legitimate appeal. I am prepared to furnish any and all pertinent documentation and details to fortify my claim and establish the bona fide utilization of EA's services.
  
  I am hopeful that with BBB's continued support, we can work towards a mutually beneficial resolution that addresses my concerns and elevates EA's customer service standards.
  
  I appreciate your time and the work you do to mediate such disputes.
  Sincerely,
  
  *******************

  Business response

  08/05/2024

  Thank you for 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

  08/05/2024

   
  Complaint: 22070119
  
  I am rejecting this response because:
  I am reaching out to formally file a complaint and seek assistance regarding the unsatisfactory customer service I have experienced with ********************************************* concerning the sanction imposed on my APEX account.
  
  Despite following the established contact procedures provided by EA, my attempts to resolve the issue have been met with responses that I feel are dismissive and unhelpful. The customer service representatives have not provided the detailed information or the level of support I was expecting, which has left me feeling unheard and without a viable path to appeal the decision affecting my account.
  
  I have taken the following steps in an effort to resolve this matter:
  
  Contacted EA **************** multiple times, as directed by their support documentation.
  Requested a detailed explanation for the sanction on my account.
  Sought a ********************* and reasonable appeal process to contest the decision.
  However, my efforts have not resulted in a satisfactory resolution. The responses I have received were generic and did not address my specific concerns. It is disheartening to encounter such a lack of attention to a matter that significantly impacts my ability to enjoy the games and services I have invested in.
  
  Given these circumstances, I am requesting BBB's assistance in the following ways:
  
  Advocating for a thorough and unbiased review of my case.
  Facilitating a dialogue with EA that is focused on providing a substantive response to my concerns.
  Ensuring that EA adheres to best practices in customer **************************** dispute resolution.
  I am prepared to provide any additional information or documentation that *** be required to support my complaint and demonstrate my good standing as a customer. I believe that with ********************'s involvement, we can work towards a resolution that is fair, transparent, and in the best interest of all parties involved.
  
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/31/2024

  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: ****** Time spent on the game: Over 900h 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

  07/31/2024

  Thank you for 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

  08/01/2024

   
  Complaint: 22070117
  
  I am rejecting this response because:
  Following my initial complaint to you about the status of my EA account, I have encountered a deadlock with EA's customer service, resulting in the denial of my appeal. I am reaching out once more to request your organization's intervention, as I believe my case has not been thoroughly or fairly evaluated by EA.
  
  The correspondence from EA has not resolved my concerns and has lacked substantive dialogue. Despite my compliance with EA's outlined procedures and the provision of all requested details, my appeal has not received the attention it deserves.
  
  Given this impasse, I am seeking your esteemed organization's assistance in the following areas:
  
  Comprehensive Assessment: I request that an impartial examination be conducted into EA's decision-making process regarding account sanctions to ensure that it is just and open.
  
  Enhanced Support Protocols: I am advocating for a higher caliber of customer service from **********************, particularly when it comes to critical matters such as account restrictions.
  
  Transparent Dialogue: I am in need of clear and direct communication from EA, which includes explicit responses and reasons behind the decisions made concerning my appeal.
  
  Equitable Outcome: I am striving for a resolution that is not only fair but also rectifies the access to my account and acknowledges the inconvenience I have faced.
  
  I acknowledge EA's prerogative to maintain the integrity of its gaming community, yet I maintain that as a consumer, I am owed a baseline of fair play and the opportunity for a legitimate appeal. I am prepared to furnish any and all pertinent documentation and details to fortify my claim and establish the bona fide utilization of EA's services.
  
  I am hopeful that with BBB's continued support, we can work towards a mutually beneficial resolution that addresses my concerns and elevates EA's customer service standards.
  
  I appreciate your time and the work you do to mediate such disputes.
  Sincerely,
  
  ***********

  Business response

  08/02/2024

  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. 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.

  Thank you,  
  Electronic Arts 
  EA Help 
  

  
  

  Customer response

  08/03/2024

   
  Complaint: 22070117
  
  I am rejecting this response because:
  I am reaching out to formally file a complaint and seek assistance regarding the unsatisfactory customer service I have experienced with ********************************************* concerning the sanction imposed on my APEX account.
  
  Despite following the established contact procedures provided by EA, my attempts to resolve the issue have been met with responses that I feel are dismissive and unhelpful. The customer service representatives have not provided the detailed information or the level of support I was expecting, which has left me feeling unheard and without a viable path to appeal the decision affecting my account.
  
  I have taken the following steps in an effort to resolve this matter:
  
  Contacted EA **************** multiple times, as directed by their support documentation.
  Requested a detailed explanation for the sanction on my account.
  Sought a ********************* and reasonable appeal process to contest the decision.
  However, my efforts have not resulted in a satisfactory resolution. The responses I have received were generic and did not address my specific concerns. It is disheartening to encounter such a lack of attention to a matter that significantly impacts my ability to enjoy the games and services I have invested in.
  
  Given these circumstances, I am requesting BBB's assistance in the following ways:
  
  Advocating for a thorough and unbiased review of my case.
  Facilitating a dialogue with EA that is focused on providing a substantive response to my concerns.
  Ensuring that EA adheres to best practices in customer **************************** dispute resolution.
  I am prepared to provide any additional information or documentation that *** be required to support my complaint and demonstrate my good standing as a customer. I believe that with ********************'s involvement, we can work towards a resolution that is fair, transparent, and in the best interest of all parties involved.
  
  
  Sincerely,
  
  ***********

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