Business Profile

Wholesale Video Games

Electronic Arts, Inc.

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
BBB’s business profile for EA Sports, Inc. was created in August 1985. A review of complaints state concerns of players' account termination and restriction.

BBB recommends users to be familiar with their User Agreement, section 8. Termination and Other Sanctions. In addition, for more information about your ban or suspension and for ban/suspension appeals, please visit My Ban History.

For additional support options, please visit EA Help.

Complaints

This profile includes complaints for Electronic Arts, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

4,152 total complaints in the last 3 years.
1,600 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:12/08/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear BBB Support Team:You can call me XinLiu, I'm an Apex Legends ********* EA ID:Kiterichi Email address bound to the account:********************************** On November 6, 2024, my Apex account was inexplicably blocked. But EA didn't send me an email telling me that my account had been blocked. I download my account data through the official website to know when my number is blocked. I want to know why my account was blocked. But EA's response was vague. First my number was suspected of cheating, then I broke protocol six. I have also checked the relevant records of my account through ********************** customer service. I found a login that doesn't belong to me. It was obvious that my account had been hacked, which led to my account being suspended. I also explained to the EA official that my account had been stolen. But they respond mechanically as if they can't see it. I've sent them the evidence so many times and they're just gonna dismiss it. This arrogance is chilling. I'm a gamer with over ***** hours of play,I am furious at this inexplicable ban. I've never been banned before this ban. But this ban to me is unwarranted, it is a senseless disaster. They won't even tell me exactly what I'm banned for. I ask EA to have a reasonable explanation for my account and unblock it.
Business Response
Date: 12/13/2024
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
Date:12/07/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear BBB team, hello. My EA account is ***************** In November of this year, my account was banned by **********************. I learned that this was due to EA's inadequate security services, which led to my account being hacked. When I regained control of my account, I was banned. While I kept appealing to EA, EA completely ignored this matter. I think this is unfair. EA's mistake has caused consumers to bear the consequences, and they have been refusing my appeal and not carefully checking my account. I hope ******************** can provide assistance I hope my ban can be lifted
Business Response
Date: 12/12/2024
Hello,
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.
Thanks,
EA Help
Customer Answer
Date: 12/12/2024

Complaint: 22656125

I am rejecting this response because:

Sincerely,

**** ***
I think you made a wrong decision. I spent time and money on my account, and now he has been banned by you. The reason for the ban is that hackers stole my account data, which is unfair. As a consumer, I bear all the consequences, which is obviously wrong. I hope my ban can be lifted. If it doesn't work, I will file another complaint
Business Response
Date: 12/13/2024
Hello,
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.
Thanks,
EA Help
Initial Complaint
Date:12/07/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
For the second time in two weeks, my sons plant versus zombies 2 account has *************************** for no apparent reason. The first time it happened I opened the chat with EA games help and they were able to restore it using the player ID. When it happened this time, I opened an identical chat, but the *** refused to assist. He kept insisting that he could only email a different department and I would have to wait for a response. Even when I suggested he look at my previous case and explained that the previous *** was able to assist without any escalation he refused. When I confronted him on his refusal to help, he continued to reiterate that there was nothing he could do for me, even though I knew that to be false. I ended the chat with him and opened us another and the next *** was able to assist just as the first *** had two weeks prior. Frustrating enough that this keeps happening but adding insult to injury, it seems like there are ***s who are not interested in assisting customers who, as *********************** know pay thousands and thousand of dollars. I dont know why my sons account keeps disappearing, for all the money we spend you would think this system would be more efficient. The last *** said that he thinks its a server issue on EA games and and they have to reset it for the account to come back. Such a frustrating thing from a company that I have spent so much money on. And then to be met by a *** who seems disinterested in assisting and doing their job, disappointing.
Business Response
Date: 12/12/2024
Hello,
The customer has been in touch with our support and the issue has been properly addressed.
We welcome them to reach us again at *************************** should any other issues arise.
Thank you,
EA Help
Customer Answer
Date: 12/14/2024

Complaint: 22655720

I am rejecting this response because: this is an ongoing issue and the subpar customer service is extremely disappointing

Sincerely,

******** ********
Business Response
Date: 12/17/2024
Hello,

The customer has been in touch with our support and the issue has been properly addressed. We request the customer contact us at *************************** for any further assistance and well be happy to assist.

Thanks,
EA Help
Customer Answer
Date: 12/17/2024
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
Date:12/07/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 12/06/2024, I purchased a video game package for characters and upgrade materials on the EA web store for Star Wars Galaxy of Heroes. The material was never delivered. That evening, I contacted the in-game support and was told that they cannot process refunds. I was given a small amount of in-game currency for their error, but it is not even close to comparable in price to what I had attempted to purchase. I then contacted EA, and was told they could not do anything because they could not process refunds. They sent me back to the in-game support, which is still providing no resolution, neither refund nor the product that I purchased. I tried to dispute the charge with my bank, but unfortunately they cannot because of federal regulations. I was told to contact the Better Business Bureau for help. I would just like a refund of my money since I was not given what I authorized them to charge my card for. I did not authorize payment for in-game currency.
Business Response
Date: 12/11/2024
Thank you for raising your concerns with us.
Upon review, we request the customer contact us at *************************** and well be happy to assist.
Thank you,
Electronic Arts
EA Help
Initial Complaint
Date:12/07/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They have no customer service for the Playstation 4 game **** 4 that I've paid alpt of money to play. I can't get into contact with them to report the numerous glitches I encounter trying to play what I paid them for. Except to create a forum conversation that no EA report responds to. They need to stop updating this game and fix the issues customers are facing before making new content. I'm tired of the issues. I experience freezing, lag and issues 98% of the time that I try to play **** 4. Either they better fix the issue or refund me everything ive ever spent on it and I'll never play it again
Business Response
Date: 12/12/2024
Hello,
Thank you for raising your concerns with us.
Upon review, we request the customer contact us at *************************** and well be happy to assist.
Thank you,
Electronic Arts
EA Help
Customer Answer
Date: 12/12/2024

Complaint: 22655129

I am rejecting this response because:

i have contacted them there. Its just an online forum and no one has responded. Non existant customer service

Sincerely,

******* S ****
Business Response
Date: 12/16/2024
Hello,
Thank you for raising your concerns with us.
Upon review, we request the customer contact us at *************************** and well be happy to assist.
Thank you,
Electronic Arts
EA Help
Customer Answer
Date: 12/16/2024
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. Just because i am tired of dealing with them because they have non existant customer **************************** should not be trusted. No actual phone number to call or form to fill out to report the issues. Only a way to submit a request in writing. They are non responsive. They are deplorable.

Sincerely,

******* S ****
Initial Complaint
Date:12/07/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear BBB Support Team, Greetings Plz call me GongZi,I am a loyal player of EA'S Apex ********** EA account is linked with Email: ***************** My EA ID:A-******-****** This problem is about my hacked EA account.Due to **********************'s negligence and extremely poor attitude,I lost my EA account and APEX.I can still remember that I haven't logged into my EA account for about two months before this problem happened.I never logged into my EA account again after I started to be away on my business.After the last time I played APEX and used my EA *********** day,I suddenly received a lot of verification codes from EA,as if someone had tried so many times to log into my EA account.Then I changed my EA Account's password after I noticed these weird codes.I contacted EA online advisors after I changed password.But EA online advisors didn't help me rescure my Apex account,they only *********************** case! I still don't know what that case was made for,I also asked EA online advisors for checking the login histories! EA online advisors ignored my messages and then made that case,and then they refused that case!!!! This is the reason why I decided to share the details to BBB.I am very angry about EA's inaction.If they protect my account in time,nothing of this will happen.After my APEX got banned,they even claimed it was my problem.This is simply unbelievable,I didn't even log into my account at that time.I can only watch as my account was hacked and destroyed at that time.I just wanna try my best to provide the details and ask for justice! Plz help me,Dear BBB!
Business Response
Date: 12/11/2024
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 Answer
Date: 12/12/2024

Complaint: 22654400

I am rejecting this response because:

As you can see,EA asked me to contact EAHelp to solve the account problem.But the problem is,I have tried to contact them on EAhelp so many times,they said they would reply to me in 3 days,but each time they refused me in less than 5 minutes.I also provided informations of my accoun, but they ignored my messages,they didn't even take a look.
Dear BBB support team,Could you please make EA more serious? Their attitude won't solve any problems.
Sincerely,

Gongzi Gongzi
Business Response
Date: 12/13/2024
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 Answer
Date: 12/16/2024

Complaint: 22654400

I am rejecting this response because:
Dear BBB support team,
I have reviewed the rules and terms provided by EA at least 5 times,and I can be certain that I have not violated any of them.Please take a look,EA has not specifically stated what rules I have violated until now.They only said that I violated them,I suspect that they have not checked my account again

Sincerely,

Gongzi Gongzi
Initial Complaint
Date:12/06/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello,Recently I got banned on my EA account for playing any EA FC game. The problem I was accused of was buying or selling coins which I of course I had nothing to do with. I received a ban information after not playing a game for a couple of days. Of course I sent EA a unban request but unfortunately they said that the ban is correct. After some time of reflection I found out why they banned me. Probably because of a card that I bought much cheaper than it was on the market. Thats actually crazy to me becuase transfer market is a part of the game, of course when I see a card listed much cheaper than it is im gonna buy it. EA need to understand the fact that their transfer market works like this. So in the end, banning me for no reason is not the thing that I would expect from 100$ game and after more than 1k hours played. I hope we can solve this.
Business Response
Date: 12/11/2024
Hello,
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.
Thanks,
EA Help
Initial Complaint
Date:12/06/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My FC25 account was permanently banned for an unjustified reason.
Business Response
Date: 12/11/2024
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
Initial Complaint
Date:12/05/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I play ultimate team and the game hasnt allowed me to get any experience points in over a week. Making it impossible to play the game mode I want to play. I have done multiple live chats, multiple emails without any help. *** requested a manager and they have told me there is no way to contact any one in management. If the game doesnt work the way its supposed to, I would like a refund or at least a resolution
Business Response
Date: 12/11/2024
Thank you for raising your concerns with us.
Upon review, we request the customer contact us at *************************** and well be happy to assist with investigating further, checking if this is related to any known issues and offering troubleshooting steps.
Thank you,
Electronic Arts
EA Help
Customer Answer
Date: 12/11/2024

Complaint: 22647334

I am rejecting this response because: I have tried more than 5 times to get help on ea help, no one is able to help me there. I need a resolution

Sincerely,

******* *****
Business Response
Date: 12/12/2024
Thank you for raising your concerns with us.

Upon review, we request the customer contact us at *************************** and well be happy to assist with investigating further, checking if this is related to any past or current known issues and offering troubleshooting steps.

Thank you,
Electronic Arts
EA Help
Customer Answer
Date: 12/12/2024

Complaint: 22647334

I am rejecting this response because: are you not comprehending what Im typing? Ive contacted ea help at least 5 times and have not been helped one time. Im not even able to do a live chat with you anymore, it doesnt pop up. ************************ is my ea account. Fix the issue or refund me.

Sincerely,

******* *****
Initial Complaint
Date:12/05/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Yes I bout add on content for ***** on madden 25 ps5 and they put the content in my un open packs but its nowhere to be found I contacted ea help giveing the run around I ask for a refund because I did not recieve my item they jus ignoring me with there bot **************** never responding to my email so in Actuality false advertising Badd Business I would like a full refund and a make right which they do when things like this happen The transaction to place on November 30 I have Receipt screenshot and receipt
Business Response
Date: 12/11/2024
Thank you for raising your concerns with us.
Upon review, we request the customer contact us at *************************** and well be happy to assist further with looking into this missing content/purchase.
Thank you,
Electronic Arts
EA Help
Customer Answer
Date: 12/11/2024

Complaint: 22645926

I am rejecting this response because:

Sincerely,

***** ********* because I try too contact them 35 time on eahelp there is no place to type a response on there so I feel there playing a game I just want a refund are my pack I bout they can clearly see I have one un open pact that I cant Access jus refund my 26 dollars are give me a make right I cant contact them on there Ive tried I would like a refund are a make right simple
Business Response
Date: 12/13/2024
Thank you for raising your concerns with us.

Upon review, we request the customer contact us at *************************** and well be happy to assist further with looking into this missing content/purchase. We have chat and email options available for assistance. If you are requesting a refund, and if this was purchased through a bundle that is available on the PlayStation store, please reach out to the retailer regarding this request.

Thank you,
Electronic Arts
EA Help
Customer Answer
Date: 12/13/2024

Complaint: 22645926

I am rejecting this response because:

Sincerely,

***** ********* foreget ea help its no help to consumer its a scam taking about a email give me the e mail addtesss to contact because youll at this point are bad bizzness I quite playing ur game when youll robbed me U missed my money. I was ** **** to spend about ***** ???????Smh youll clearly see I have a unopened pack in my merchandise box jus replace the pack which Ul makeing things difficult I dont understand at alll whats is the email address do give me email that refer me to the broken eahelp jus give me email to too get my bizzness fixed

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Electronic Arts, Inc. is NOT a BBB Accredited Business.