ComplaintsforElectronic Arts, Inc.

• Initial Complaint

  04/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 15 April I purchased Gamepass for Xbox for my son to use. This service also includes access to EA games via Xbox. I attempted to launch/play an EA game, but received an error that I needed to reset my password. After troubleshooting for some time I realized that my old EA profile still existed, but it was linked to an email account that no longer exists ***************************** I attempted to recreate the email account with ********** but they informed me that it was permanently deleted and I cannot recreate it.Next I attempted to use the online chat feature with EA who informed me that my account was in a dormant state (hadn't been used/accessed in over 10 years). I received emails asking to verify my identity which I answered, but I kept receiving new emails from EA asking for the same information. The last email they sent me directed me to their chat service. All I want to do is either associate a new email with my old EA account or have EA delete that old profile/account so I can create a new account to access EA games through my Xbox Gamepass.EA suggested that I can create a new ************** account and a new EA account to link to, but that is unacceptable as I've already paid for 3 years of Gamepass service and I cannot get a refund or transfer that service to a new ********* account. I've attach email traffic between me and EA on this topic which may help in resolution. My ticket/case number with EA is 109078024.Thank you for your assistance in this matter.

  Business response

  05/02/2022

  We've reached out to address the issue and welcome the customer to contact us at *************************** for any other issues.

  Electronic Arts

  EA Help

  Customer response

  05/06/2022

   
  Complaint: 17098246
  
  I am rejecting this response because: I was contacted by a customer relations rep from **********************, but they have not responded in over a week. My account has been deleted (or dormant really) and will essentially remain that way forever since the email associated with it no longer exists. Answering questions to prove my identity is met with mixed results as the account was dormant for so long. Essentially this is going to set me back about $150 if EA is unable to assist (will have to create a new XBox account and EA account and pay for a new Gamepass). I understand peotecting privacy is important and am willing to answer additional questions (or visit a corporate office) to prove my identity, but I'm not confident EA is willing to go the extra mile to resolve this problem.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A few days ago, I was in FIFA 22 and was soon suspended from the transfer window.I never broke any rules and rather played it for three years. I want you to re-examine it. Andlet go of the unfair suspension . My EA account is *********************** Please let go of the unfair suspension

  Business response

  04/29/2022

  We're unable to discuss account details without verifying the owner of the account.  We welcome them to open a case with us at help.ea.com to verify the account in question and discuss options for disputing an account violation.

  Additionally, we're unable to assist with violation disputes through this channel, nor will we be able to overturn them.  For more information on how to dispute the violation, please visit our article on EA Help: https://help.ea.com/en-us/help/account/information-about-banned-or-suspended-accounts
  
  Electronic Arts
  EA Help

• Initial Complaint

  04/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a user of your ******************************** they have limited my access to the fifa 22 transfer market by mistake since I did not make any mistakes, unfortunately as I said if I made any mistakes that violate their terms, I apologize as I am human and I make mistakes, but I think they should return my account because I have bought enough fut point and I am a regular buyer, it would be like losing my money that I have invested and I think they should refund it.And I'm talking about asking for a refund of the purchased fut points in case fifa can't give me the market authorization again, because basically it doesn't comply with the part of the fut points that is to buy players and sell them when they come out in a pack of players

  Business response

  04/29/2022

  We've reviewed the account and the action taken was due to a violation of our Terms of Service; this was confirmed to be correct. We regret that we cannot assist through this channel, nor can we overturn the violation.
  
  For more information on how to dispute the violation, please visit our article on EA Help: https://help.ea.com/en-us/help/account/information-about-banned-or-suspended-accounts
  
  Electronic Arts
  EA Help
  
  

• Initial Complaint

  04/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been locked out of my account and keep getting the run around. First I was asked to verify some things which I did but after no reply for a couple of days I got a new customer service person and they wanted other info. I did that and was left hanging for a couple more days. Now I'm on the third person and they want other stuff. It's a mobile game. This should be very easy but evidently it's not. I've spent several hundred dollars on this thing just to get treated like c*** I can't access the things I've paid for and I want a refund. This is ridiculous at this point. I've verified everything that their SOPs ask for so why did they ask me for more c*** It seems like a bunch of people who don't do their jobs or like messing with people. I'm just uploading receipts from this year. Maybe I'm not spending enough to warrant any kind of real support.

  Business response

  04/29/2022

  We welcome the customer to ********************* out to us at help.ea.com where we'll be happy to help.

  If the issue is related to Golf Clash, we welcome them to contact Playdemic Support here: https://playdemic.helpshift.com/hc/en/6-golf-clash/
  
  Electronic Arts
  EA Help

• Initial Complaint

  04/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ok i have an ea account for madden football. I been using my new email for years however a few months ago when i tried to play the game it wouldnt let me. It stated that its been a while since weve seen you so your login credentials have expired. The good news all we need to do is reset you password. We will sent a reset email to ******************************************. Need help see what too do if you dont have access to that email.. So i did and i toiled them that email doesnt exist its been over 10 years or m ore since i used it and the email has been purged by tks in germnay.so I cant access. There asked for information on the account with that email and i dont have access. I have access to my new email but it wont let me change or unlink the old email.they asking questions that were almost 10 years ago.I cant play the gamer and it cost me *****.they refuse to unlink it even though they know i have a different email address that valid, therefore i cant play the game so i of i cant play the game i ent my money back because Ive Ive them more than enough information. They dont call just do text i would like to talk to a person face to face so they can fix this issue. Im not the only one with this issue with EA. Please help

  Business response

  04/21/2022

  The customer has been in touch with our support and the issue has been addressed.  We welcome them to contact us at help.ea.com should they find the information to verify the account and we'll be happy to assist.

  Electronic Arts

  EA Help

  Customer response

  04/22/2022

   
  Complaint: 17072493
  
  I am rejecting this response because: I still can not play the game. The email posting is an old email that I havent used in over 10 years. Ive told them they tried to verify it but they say my information is incorrect and they can not verify it. As I stated I can not log into my old email because its invalid and has been purged by tks in *******. I have been playing this game forever and now this message pops up where I need to. Ha he a password to an email that I cant get into. I also thinking theres two ea accounts and I asked them to delete the  one that has the email thats no longer valid. Its attached to my game that I cant play. I cannot verify stuff thats almost 10 years old and I havent used it because I changed the email to my present email. Plus why would this message pop up all of a sudden when Ive had no issues . I cant play the game so they need to address it correctly and not talking to a person on the phone is very difficult to really explain. I simply cant play a game that I paid for so I need them to fix the issue or give my money back. Ive attached a copy of the error. And the email listed is no longer existing. Ive seen many complaints about this and ea is failing to address this. I understand they are trying to prevent hacking however Im telling them who I am my new address my new email and they are refusing to address it. I need this fixed as I asked them they are not trying to take care of the customer. I cant ************************* password to an email that no longer exists.
  
  Sincerely,
  
  *************************

  Business response

  05/03/2022

  We welcome them to contact us at help.ea.com with any further information to verify the account and we'll be happy to assist.

  
  Electronic Arts

  
  EA Help

• Initial Complaint

  04/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In February, I recently bought multiple game backs from this company, totaling over 40 dollars. None of these items are subscriptions but are one-time purchases. I realized I was charged again in March for these same exact items so I filed a dispute with my credit card company. My credit card company got rid of the duplicate charge. I logged into my account today just to find out they banned me simply for disputing the charge and I cannot get a refund on the game I bought even though I cannot play it anymore. I would like a complete refund for all of the money I have spent with this company. I cannot even log into **************** on their website to get the receipt for my purchases because they banned me.

  Business response

  04/22/2022

  The customer has been in touch with our support and currently has an open case.  We welcome them to contact us at help.ea.com should they have other questions we can address.
  
  Electronic Arts
  EA Help

  Customer response

  04/22/2022

   
  Complaint: 17072234
  
  I am rejecting this response because:

  I did NOT complete a chargeback to this company. I was charged twice and disputed the second charge, not the first which is not a chargeback. I did not even use the game after disputing the DUPLICATE charge so there was no period of me using the game during this alleged 'chargeback'. I would like either a REFUND for all of the purchases I have made with this company or a reinstatement of my account since I did not violate the user agreement or terms of sale.
  
  Sincerely,
  
  ***************************

  Business response

  05/03/2022

  We welcome them to contact us at help.ea.com should they have other questions we can address and we'll be happy to help.
  
  Electronic Arts
  EA Help

• Initial Complaint

  04/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am a devoted reoccurring customer for the Madden video game ****************************** this ******************** I have paid $1,376.56 into their Madden 22 game on the PS4 console from the dates of 8/9/21-3/28/22. I received an email on Wed. 4/13/22 at 3:18pm stating that my account was permanently banned from playing the game and I was accused of 'breaking the gameplay rules'. Now I disputed it with the utmost sincerity and kindness and told them I had never broken the rules and I play the game within the policy guidelines. Mind you-Ive been playing their game since ****. I have bought every edition that's come out and I have spent thousands of dollars over the years to their franchise. The response I received was in less than a minute and it seemed like a generic robot response that stated 'they have performed all investigations possible on this issue and will not reverse the decision'. Now this is where I feel like I'm the victim because I wasn't able to speak to a human being, I do not believe at all that I broke the rules because I'm a dedicated honest customer, and I have paid so much money into the game why would I cheat? They accused me of distributing coins to others which is an outright lie and now I am permanently banned and I can't access the game in which this year I have put almost $1400 into to play. I have tried to speak to a human either through email and on the phone but its impossible. I feel like its 'bad business' for them to take my money so easily but then accuse me of breaking the rules and permanently banning me. I did not break the rules and the fact they can't produce an exact reason and show me why is even more frustrating. I am 44 yrs old and I have a family I don't have the time nor would I 'distrubute coins' to anyone. I demand they either 1) refund my $1,376.56 back to my card I used to charge on their game or 2) reinstate my account because I was clearly 'falsely accused' of breaking their policy. This company is in the wrong.

  Business response

  05/03/2022

  We've reviewed the account and the action taken was due to a violation of our Terms of Service; this was confirmed to be correct. We regret that we cannot assist through this channel, nor can we overturn the violation.
  
  For more information on how to dispute the violation, please visit our article on EA Help: https://help.ea.com/en-us/help/account/information-about-banned-or-suspended-accounts
  
  Electronic Arts
  EA Help

• Initial Complaint

  04/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been trying to play games on EAs Pogo game site, but have not succeed. After logging-in and clicking on the game I want to play. "Blocking ads prevents games from loading... Disable ad blocker on Pogo to play". I have turned off all my ad blockers and still cannot play. I filed a notice of the problem I was having. The first person to answer was **************** The person had a list of information (5) required. I answered all 5. The next person to e-mail me was **************** This person asked me to e-mail a code (******) back to them. I did. The next person to e-mail me was ******************** This person asked "...what exactly error message you are getting when you try to play game." I replied with the "exactly error message". I informed Prashant P that I was "Starting to get perturbed" because Prashant P was the 3rd person to contact me a question I have answered. The 4th person to contact me was Jyoti K, asking the same 5 requests for information Nikhil * asked, that was replied to and, to reply with a "one-time code". This was the second code. I told Jyoti K to ask Nikhil * for the answers because I have answered them already. I replied with "Beginning to think I am wasting my time, *************" Then on April 18, I received this message "We no longer monitor this email address and we want to make sure you get the help you need." At this point I filed a claim with BBB in hopes I can get some help so I can play games on Pogo. I am hoping the BBB can motivate EA to help me with this problem.

  Business response

  04/21/2022

  Thank you for bringing this issue to our attention.

  
  For issues of this type, we recommend following the steps in this link;

  
  https://blog.pogo.com/disabling-ad-blocking-for-pogo-com/

  
  If you run into further issues or if this does not resolve your concern, please dont hesitate to reach out to our customer support at ***************************. When replying to our emails, please use the Reply All function without changing or editing the content of the original email.  

  
  Kind regards,

  
  EA Help

  Customer response

  04/21/2022

   
  Complaint: 17070173
  
  I am rejecting this response because: I have disables ALL MY AD BLOCKERS! If you bothered to read any of the many e-mails I have sent you would have grasped this concept. I am not afraid as you are to give my phone number so this matter can be settled quickly. 21991460749
  
  Sincerely,
  
  ***********************

  Business response

  04/25/2022

  Thank you for bringing this issue to our attention.

  Upon review, we can confirm that you have already received a resolution in your previous case with us. Please review our correspondence with you, or my previous response for more information.

  We welcome you to reach us again at help.ea.com should any other issues arise.

  Kind regards,

  EA Help

  Customer response

  04/28/2022

   
  Complaint: 17070173
  
  I am rejecting this response because: There has been no resolution to my problem. I still see the same "Blocking ads prevents games from loading and makes Spike sad. Disable Ad Blocking on Pogo to play." message as I have seen before. I have disabled all my ad blockers and still see "Blocking ads prevents games from loading and makes Spike sad. Disable Ad Blocking on Pogo to play." EA has accomplished NOTHING to help me with my playing problem. If you wanted to help, you would call me at ************ and work with me on solving the problem.
  
  Sincerely,
  
  ***********************

  Customer response

  05/12/2022

   
  Complaint: 17070173
  
  I am rejecting this response because:

   

  I am rejecting this response because: There has been no resolution to my problem. I still see the same "Blocking ads prevents games from loading and makes Spike sad. Disable Ad Blocking on Pogo to play." message as I have seen before. I have disabled all my ad blockers and still see "Blocking ads prevents games from loading and makes Spike sad. Disable Ad Blocking on Pogo to play." EA has accomplished NOTHING to help me with my playing problem. If you wanted to help, you would call me at ************ and work with me on solving the problem.
  
  Sincerely,
  
  ***********************

  Business response

  05/13/2022

  Thank you for bringing this issue to our attention.
  
  Please review our correspondence with you, or my previous response for more information.
  
  If the steps provided previously do not help resolve your concern, we welcome you to reach us again at help.ea.com where we would be happy to assist.
  
  Kind regards,
  
  EA Help

  Customer response

  05/17/2022

   
  Complaint: 17070173
  
  I am rejecting this response because: all EA tells me to do is turn off ad blockers. This I have accomplished months ago. I have played this game for years with no ad blockers on. All of a sudden a message tells me to turn off ad blockers. You reply you will help me
  .Telling me to turn off ad blockers is not helping because this has been accomplshed.MY AD BLOCKER IS OFF AND THE **** WILL NOT LET ME PLAY. I do not know how else to express this fact. If EA wants to help, call me at ************.
  Sincerely,
  
  ***********************

• Initial Complaint

  04/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been in touch with EA Help at least five times over the last three months in an attempt to get two badges that should have been awarded to me for completing *********** Albums. EA Help is very difficult to get a hold of and have been either useless or outright insulting in their responses, essentially refusing to check out my complaint and closing it without doing any work. I have spent nearly $6000 on their Pogo website over the last 14 years and I have been generally mostly satisfied with the offering. However, I am very irritated by this issue, I have spent over 6 hours of time, often forced to answer the same questions that have nothing whatsoever to do with the problem - which is a known problem that occurred in January and February, it was even publicized in the Pogo blog - such as 'have you cleared cache' and I still have no resolution. I am despaired of getting it through EA Help so I am reaching out to BBB to see if I can get to someone who is actually willing and able to take care of the problem instead of sending me 'I fail to see the problem' (which they would if they actually took time to count the number of completed albums vs. number of award badges for these albums)

  Business response

  04/18/2022

  We've reached out to the customer to address the issue. For any other issues or concerns, we welcome them to contact us at help.ea.com and well be happy to assist.
  
  Electronic Arts
  EA Help

  Customer response

  04/20/2022

  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.  I appreciate your assistance in this matter. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  04/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been banned from madden 22 EA sports I oped multiple cases they overturned my ban and it still was banned I continued to contact them they had me do multiple things and it made everything worse and now im pretty much out of ****s of dollars not 100s ****s I spend alot of time and money and deserve a better solution to this problem I have plenty of documents on money spent and pics everything

  Business response

  05/03/2022

  We're unable to discuss account details without verifying the account owner and we welcome the customer ********************* out to us at help.ea.com for questions about their account.

  For more information on how to dispute a violation, please visit our article on EA Help: https://help.ea.com/en-us/help/account/information-about-banned-or-suspended-accounts
  
  Electronic Arts
  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. ↩