ComplaintsforElectronic Arts, Inc.

• Initial Complaint

  11/29/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company produced the video game NHL22 for PS4/PS5 and XBox After charging upwards of $100 for the pre-order special editions the game is now a mess with horrible glitching In the mode that allows microtransactions, content earned at times does not show up. The customer service system offers no solutions. This is tantamount to theft Attempts to gather basic information through the proper Contact Us page is completely fruitless, I wasted over an hour with a completely incompetent agent with no recourse. Escalation or transfer to a more helpful agent was refused, basic requests for information were denied or unable to be fulfilled. Absolutely unacceptable for a billion-dollar company

  Business response

  12/01/2021

  The customer has been in touch with our support and the issue has been addressed.
  
  Should the customer ************************* additional feedback they'd like to provide, we welcome them to add to the discussions on our forums here: https://answers.ea.com/t5/General-Discussion-News/bd-p/nhl-22-general-discussion-en
  
  If they are having any further account or technical troubleshooting already provided by our support, we welcome them reach back out to us at help.ea.com where we'll be happy to assist.
  
  Electronic Arts
  EA Help

  Customer response

  12/04/2021

   
  Complaint: 16189046
  
  I am rejecting this response because:
  
  
  I would love for them to prove their claim with a Case number. I have several Cases on my account profile. They routinely "close" Cases without my knowledge or consent. Many of these Cases are listed as "no fix available", which is unacceptable as no fixes were even attempted and it would be as easy as issuing the missing earned reward that comes at zero cost to EA to my account.
  And half the time their Help Chat agents are completely unfamiliar with the things I'm asking for assistance with and they will simply direct people like me to the Answers Forum, where the Forum Managers direct us right back to Help Chat saying we need to create a Case. It's an insulting runaround with no resolution.
  
  
  
  
  Sincerely,
  
  *****************************

  Business response

  12/06/2021

  The customer has been in touch with our support and the issue has been addressed.
  
  Should the customer ************************* additional feedback they'd like to provide, we welcome them to add to the discussions on our forums here: https://answers.ea.com/t5/General-Discussion-News/bd-p/nhl-22-general-discussion-en
  
  If they are having any further account or technical troubleshooting already provided by our support, we welcome them reach back out to us at help.ea.com where we'll be happy to assist.
  
  Electronic Arts
  EA Help

  Customer response

  12/09/2021

   
  Complaint: 16189046
  
  I am rejecting this response because:
  
  They simply copy/pasted their previous response...
  
  Please prove that you have specifically been in touch with me by providing a case number.
  
  Please respond specifically to my complaint that no solutions were offered through the proper channels
  Please respond specifically to my complaint that the help chat agents pass people to the forum and the forum agents pass us back to the help chat
  Please respond specifically to my complaint that the help chat agents are often woefully uninformed regarding the basic information I am seeking to help resolve my issue
  Please respond specifically to my complaint that the forum agents have ignored posts made looking for information and failed to provide resolution to my issue
  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  11/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I created an EA account back when I was a teenager when it was offered through xbox live when you played EA games. Now the password for the account has expired and I'm required to change it, however the email they send it to no longer exists. Without the account I can no longer play any EA games I've purchased through the years. When I contacted them to unlink the account from my Xbox Live Account. They asked for details on the account to verify its ownership. I provided all they asked for except for 1 which was proof of purchase. I've never purchased anything through the EA account so a purchase does not exist that I could even prove. I've explained this to them, but they refuse to unlink the account from my Xbox Live account. Now all the EA games I've purchased through my Xbox Live account are useless. I just need EA to unlink this account or send verification through the mail or by phone. I've provided all other information and even have all the information of the Xbox account linked to it. The only information I don't have doesn't even exist and now I feel like I'm being punished by EA as there refusal is costing me hundreds of dollars from previous purchases that are now useless. I just need the account unlinked is all, and it's so frustrating.

  Business response

  12/01/2021

  Hello, 

   

  We have contacted the customer directly to discuss this further and work towards a solution. 

   

  Thank you, 

   

  EA Help

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  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:

  Product Issues

  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:

  Service or Repair Issues

  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

  11/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to get back into my origin account for at least a year now, I originally signed up for the account when I was much younger, and I don't even recall using the email that it said I used, and I'm certain I don't have access to it even if I did. I went to the EA customer service page to look for help for my problem, and I was greeted with such horrible customer service I had to check if it was ********************** an official companies site, which it was, the customer service rep asked me questions that were not applicable to my situation, such as IP address, which was sure to have changed since I last logged into the account, billing information, which wouldn't be helpful in getting my account back because I was just a kid when I used this origin account! I didn't buy these games with a credit card, I got them as physical disks, other than asking those questions, the customer service rep I was typing to was very pushy and rude when I questioned them about why they needed that information. After that horrible experience with customer service I had pretty much given up on my search for how to get my account back, but I've found out that maybe the better business bureau can help me get in touch with someone who can actually assist me in my quest. I've never looked at EA as a bad company up until this point, I've spent hundreds of hours in their games, and enjoyed every minute of that, but now the companies inadequate account retrieval system has locked me out of my own account. I remember the following things about my account, the username, which was realjuliusshow, the profile picture, the approximate date that I redeemed certain games on the account, which games I had, about how many hours on each, etc. I'm not asking for much from EA, I'm not even mad, I just want to re access my own account and play the games that I always enjoyed playing, I've been locked out of this account for at least a year now, and I just want to get it back. Thank you for helping.

• Initial Complaint

  11/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  electronic arts (ea/EA) locked my account because of expired credentials. i no longer have access to the email associated with the account. ive been through 5 customer service reps in a live chat and a 6th over the phone, all of them asked me the same question or with their voice or their keyboard, they all said the same we dont have enough information without telling me what i got wrong, theres no forms of customer service other than the ones previously mentioned. i refuse to pay for another monthly subscription to play a 60 dollar game. they offer no other form of account recover and cannot unlink my email from my account manually. why do i even need to have the account to play if they cant do anything about it ? i either want a full refund of all ea goods ive purchased or for them to fix my account and seriously consider restructuring their customer support

  Business response

  12/07/2021

  We've reached out to the customer to address the ************************** can confirm they are able to reach out support at help.ea.com for any other assistance.

  Electronic Arts

  EA Help

• Initial Complaint

  11/26/2021

  Complaint Type:

  Billing 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:

  Service or Repair Issues

  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:

  Customer Service Issues

  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

   

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