Complaints

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

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Electronic Arts, Inc. has 12 locations, listed below.

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  Electronic Arts, Inc.

  209 Redwood Shores Pkwy Redwood City, CA 94065-1175

• 

  Electronic Arts, Inc.

  9001 North I-35 Suite #100 Austin, TX 78753

• 

  Electronic Arts Inc.

  9001 N I-35 Suite 110 Austin, TX 78753

• 

  Electronic Arts

  605 Crossroads Parkway Bolingbrook, IL 60440

• 

  Electronic Arts, Inc.

  ------- (TRAVIS) Austin, TX 78758

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:11/13/2024

  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.

  Over the last several years I've paid out hundreds of dollars to EA for access to games - like The **** franchise. In the last few years it's become basically impossible to access any of those games - ones I've already paid for - without using their awful launchers. Time and time and time again I run into issues where the launcher crashes when I don't have easy access to the internet, and suddenly in seconds I've lost access to everything I've installed on the computer that EA knows full well I've paid for, because the app has to connect to the internet every time it starts to get permission to play the games - I can't stress enough - I've already paid for.EA claims that there's an offline option - which is TECHNICALLY true. You can go offline - once the launcher has connected to EA. If the app crashes or you have to restart, you're stuck unable to launch the app because it will not let you do anything until it connects to the internet. At this point, it feels like I've basically been scammed by EA. They've collected hundreds $$$ for games that they can barely even guarantee access to now - much less if something happens and they arbitrarily decide to cut you off from your account. There is zero reason why EA needs daily - or more often - checkins with the launcher on my computer. The software is installed, we've already verified repeatedly that it's valid, there's zero reason other than anti-consumer behavior.

  Business Response

  Date: 11/21/2024

  Thanks for the message,
  
  Upon review, we request the customer contact us at *************************** and well be happy to assist.
  
  Thank you.
  EA Help
  Electronic Arts

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22549980
  
  I am rejecting this response because:
  
  I have spoken with EA a number of times over the last year regarding this issue. Each and every time their response is simply that it is possible to put the launcher in offline mode. HOWEVER, as I have already stated, doing that accomplishes absolutely nothing other than letting you use these games offline UNTIL: the laptop restarts, the EA launcher is closed, or it crashes - which it is often prone to doing. 

  If simply reaching out to EA was productive or had managed to accomplish anything in the last year or so we wouldn't be having a conversation via this method. 

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

  Business Response

  Date: 11/27/2024

  Thanks for the message,
  
  Upon review, we request the customer contact us at *************************** and well be happy to assist with any technical troubleshooting to attempt to resolve the issue. We can't disclose any account details or content here but we welcome our player to contact our support to continue. 
  
  This may be a local issue related to the device itself with the symptoms mentioned and regardless we're here to support. 
  
  Thank you.
  EA Help
  Electronic Arts

• Initial Complaint

  Date:11/12/2024

  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.

  I have recently discovered that I cannot receive 2FA code to my account email. I ******************************* over 50 times by trying to login and hitting resend when prompted for the 2FA code. Not a single code was sent to my email address. I don't have an alternative email or phone number attached to my account, so I can't receive the code via a different method. I have paired my account with my xbox account, thus I can still login to the app, but I am unable to make changes to my account.I have tried using the help chat option about 20 times, each time it just says someone will be in touch, without ever bringing up a chat box. Nor have I ever received any update regarding a case being made. It is simply unacceptable to have no possible way for me to contact the support. I demand EA to contact me via phone at ********** to address this issue.

  Business Response

  Date: 11/19/2024

  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 

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22548605
  
  I am rejecting this response because: There is no feasible way for me to contact via ***************************. The live chat does not work. The email form does not work. It has been weeks and I have no reasonable way to get any assistance regarding this issue.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 11/21/2024

  Thank you for raising your concerns with us.
  
  Upon review, we request the customer contact us at *************************** and well be happy to assist. For chats, there may be an estimated time you will be connected as this depends on how busy our team is. This can also affect our email responses as well. I would recommend trying to contact through different devices to see if this helps. 
  
  Thank you,
  Electronic Arts
  EA Help 

• Initial Complaint

  Date:11/12/2024

  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.

  Electronic Arts **** **************************************************************************************************************************************. For the past two days their POGO games application, which is a paid subscription, has been unavailable and users get the message unable to authenticate.When we go to online chat we are told they are aware of the problem and a team is working on ***** defined timeline given for fix and no communication sent to paying members.

  Business Response

  Date: 11/19/2024

  Thanks for the message,
  
  The customer has been in touch with our support and the issue has been properly addressed with login features available again. We welcome them to reach us again at *************************** should any other issues arise.
  
  Thank you.
  EA Help
  Electronic Arts

• Initial Complaint

  Date:11/12/2024

  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,I write this appeal letter with a heavy heart and regret, hoping that through your help, EA will review and unblock my game account. My EA account was blocked due to hackers' hacking, which caused me great pain and distress. EA games are not only my favorite games, but also an important way for me to keep in touch with friends and relax. Losing it, I feel that a part of my life has been *********** EA account was unfortunately hacked, and I can clearly see abnormal login records, and since then, there have been many activities on my EA account that I did not perform. After the hacker stole my account, he performed improper operations, which led to the ban. I feel very upset and helpless about this result, because it is not my fault at all. I have filed many complaints to EA about this matter, but EA has shown considerable unprofessionalism and perfunctory in this matter. They simply disdain their own customers and turn a **************************************** to my ************************* ask you to urge EA to investigate the login records and game activities of my account in this ban. I can firmly guarantee that all the activities during that period were not carried out by me, but by ********** a loyal EA player, I have invested a lot of time and money in EA's gaming platform. I have purchased many games and have always strictly abided by the rules and codes of conduct of the games. EA is not only my way of entertainment, but also an important part of my life. Every day after get off work, I play EA games with my friends. This period of time is an important time for me to relax and relieve stress.I cherish my EA account very much, and I also cherish the wonderful game world created by EA. I hope that with your help, you can give me a chance to start over through the complaint to EA and unblock my account.

  Business Response

  Date: 11/19/2024

  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. We regret that we cannot assist through this channel nor can we overturn the violation. If the player wishes to dispute the action taken, they will need to contact the EA Terms of Service team directly.
  For more information on how to contact their team, please visit our article on EA Help: *****************************************************************************************************

  Thank you, 
  Electronic Arts
  EA Help 

• Initial Complaint

  Date:11/12/2024

  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,I write this appeal letter with a heavy heart and annoyance, and I beg you to review and unblock my game account. My EA account was blocked due to hackers, which caused me great pain and distress. EA games are not only my favorite games, but also an important way for me to keep in touch with friends and relax. Losing it, I feel that a part of my life has been *********** EA account was unfortunately hacked, and I can clearly see abnormal login records, and since then, there have been many activities on my EA account that I did not perform. After the hacker stole my account, he performed improper operations, which led to the ban. I am very upset and helpless about this result, because it is not my fault at all. I have filed many complaints to EA about this matter, but EA has shown a very unprofessional and perfunctory attitude in this matter, and has no regard for its own customers and turned a **************************************** to my ************************ ask you to urge EA to investigate my account login records and game activities in this ban. I can firmly guarantee that all the activities during that period were not carried out by me, but by ********** a loyal EA player, I have invested a lot of time and money in EA's gaming platform. I have purchased many games and have always strictly abided by the rules and codes of conduct of the games. EA is not only my way of entertainment, but also an important part of my life. Every day after get off work, I play EA games with my friends. This period of time is an important time for me to relax and relieve stress.I cherish my EA account very much, and I also cherish the wonderful game world created by EA. I hope that with your help, you can give me a chance to start over through the complaint to EA and unblock my account.

  Business Response

  Date: 11/19/2024

  Thanks for the message,
  
  Upon review, we request the customer contact us at *************************** and well be happy to assist. Any missing content we're able to investigate and ***** if needed.
  
  Thank you.
  EA Help
  Electronic Arts

• Initial Complaint

  Date:11/12/2024

  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 account number has been stolen, I have paid a lot of money to ea, I have paid a lot of efforts, I complained to ea to check my account, but ****************** did not give me a satisfactory answer, hoping to help me solve my problem I ama loyal player of Apex Legends. My account (account ID: yiousama, email: ***************** The details of the account theft are as follows:1. Discovery time: On October 20, 2024, when I tried to log in to the account, I found that the password had been changed and could not be retrieved through the password retrieval function.2. Account usage history: Since its creation on September 12, 2018, this account has been used by me personally, and I have participated in many Apex Legends competitions and obtained many game achievements.3. I have previously attached my email and mobile phone number as a security verification method, but unfortunately, these security measures do not seem to have prevented the account theft.4. I guess the account theft may be related to the fact that I recently clicked on an unknown link or downloaded some software from an unknown source, resulting in the disclosure of personal ************** view of the above, I would like to ask the EA customer Service ******************** to:1. Verify my identity information, including but not limited to the email address used during registration, mobile phone number and other possible verification information.2. Help me find the stolen account as soon as possible, and recover my game data and achievements.

  Business Response

  Date: 11/19/2024

  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

  Date:11/12/2024

  Type:Customer Service 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,I write this appeal letter with a heavy heart and annoyance, and I beg you to review and unblock my game account. My EA account was blocked due to hackers' intrusion into my account, which caused me great pain and distress. EA games are not only my favorite games, but also an important way for me to keep in touch with friends and relax. Losing it, I feel that a part of my life has been deprived.The cause of the matter is this: my EA account was unfortunately hacked. I can clearly see that there are abnormal login records, and since then, there have been many activities on my account that I did not perform. After the hacker stole my account, he may have performed improper operations, resulting in the ban. I feel very upset and helpless about this result, because it is not my fault at all.I request EA to investigate the login records and game activities of my account. All activities during that period were not carried out by me, but by hackers. I can provide the necessary evidence and information to help you confirm my statement. For this reason, I have sought EA company for several complaints, but I am disappointed with the unprofessional and perfunctory behavior of EA in this matter, because they do not know how to treat their game users well. I want to make a serious complaint to ************************* a loyal EA player, I have invested a lot of time and money in EA's game platform. I have purchased many games and have always strictly abided by the rules and codes of conduct of the games. After get off work every day, I play EA games with my friends. This period of time is an important time for me to relax and relieve stress. Now because of this unexpected ban, I have lost all of this, which is a huge blow to me. Therefore, I want to use the help of BBB to protect my legitimate rights and interests in EA games. As an honest player, I urgently need your help to get my EA account unblocked as soon as possible.

  Business Response

  Date: 11/19/2024

  Thanks for the message,
  
  Upon review, we request the customer contact us at *************************** and well be happy to assist. Any missing content we're able to investigate and ***** if needed.
  
  Thank you.
  EA Help
  Electronic Arts

• Initial Complaint

  Date:11/12/2024

  Type:Customer Service 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 Please call me ****, I am a loyal player of EA's Apex ********** EA account is associated with an email: ********************** My EA ID: SuperAugust The incident happened two days ago, when I was playing Apex normally with my EA account. In the middle of the game, it suddenly showed that my Apex was banned, and EA suddenly banned Apex. This shocked and confused ***** I decided to contact EA and ask for help. I described the situation and expressed my love for EA games, but they refused my request in less than 10 minutes. I really don't understand why they treat users with such an attitude. They said they needed 3 days for a review, but they turned me down in 10 minutes. They may not even have read my request clearly.Later, I tried to find out for myself why I was banned. After downloading my data from the eaHELP website, I found the reason for the ban. It said my name was illegal, which is shocking. It's crazy to permanently ban my account just because of one name. That's probably why they rejected my appeal so quickly. They're trying to cover up such crazy decisions they've made!

  Business Response

  Date: 11/28/2024

  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.
  
  Regards,
  EA Help. 

• Initial Complaint

  Date:11/11/2024

  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.

  I am reaching out to you in the hope that the BBB can assist me in resolving a dispute concerning the suspension of my Apex Legends account by *********************************************. I received a ban on my account , which ************************ a shock to me, as I have always played in compliance with EA's rules and policies,I don't think the ban should belong to me Here is a brief overview of my situation:EA Account Information: ***************** Date of Suspension: 2024.4.4 Time spent on the game: over 1000h Despite my efforts to communicate with EA's customer service department, seeking a ******************************************** for the suspension and advocating for the reinstatement of my account, the responses I received seemed to be pre-set templates that did not genuinely address my *********** a long-term supporter of EA games, I am deeply disappointed by the suspension, which not only impacted my right to enjoy the game but also disregarded my contributions to the gaming community. I firmly believe that as a consumer, I am entitled to a clear and fair explanation and the opportunity to defend myself.Therefore, I humbly request the BBB to:Facilitate more effective communication between EA and myself.Encourage EA to conduct a fair review of my situation.Ensure that I receive a reasonable explanation and a fair chance to appeal.I am willing to provide all necessary information and evidence to prove my innocence and demonstrate my good standing as a loyal EA customer. I trust in the ********************'s ability to represent consumer interests and assist me in finding a reasonable resolution to this issue.Thank you for your attention to this matter, and I look forward to your response and guidance.

  Business Response

  Date: 11/17/2024

  Hello,

  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.

  Kind regards,

  EA Help

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22543021
  
  I am rejecting this response because:
  Following my previous complaint to you regarding the sanction on my EA account, I have received a refusal letter from EA. Despite EA's continued position, I firmly believe that my situation warrants further review and equitable treatment. Therefore, I am seeking to continue my objection through your esteemed organization.
  
  The most recent response from EA has not addressed my primary concerns nor provided any new information or solutions. I am disappointed that, despite following all of EA's instructions and providing the necessary information, my appeal has not been given due consideration.
  
  In light of this, I am requesting BBB's assistance in achieving the following:
  
  Further Review: I request an independent and further review of EA's decision-making process to ensure its fairness and transparency.
  
  Customer Service Improvement: I seek to encourage EA to provide higher quality customer service, especially in cases involving serious issues such as account sanctions.
  
  Clear Communication: I am looking for clear communication from EA, including specific feedback and explanations regarding my appeal request.
  
  Reasonable Resolution: I aim to achieve a reasonable and fair resolution that restores my account access and compensates for any disruption in service.
  
  I understand and respect EA's right to maintain its gaming community standards, but I also firmly believe that consumers are entitled to fair treatment and proper appeal opportunities. I am committed to providing all necessary evidence and information to support my position and prove the legitimate use of EA's services.
  
  I look forward to further assistance from BBB and hope that together we can facilitate a positive outcome that not only resolves my issue but also enhances EA's performance in customer service.
  
  Thank you for your time and efforts.
  Sincerely,
  
  Shan Lan

  Business Response

  Date: 11/19/2024

  Hello,

  Thank you for getting back in touch with us. As previously mentioned, the action taken on the account was due to a violation of our Terms of Service, and the case has been reviewed. The outcome was communicated directly to the account owner. If there is any new information the player would like to provide for reconsideration, they will need to reach out directly to the EA Terms of Service team for further review.

  Kind regards,

  EA Help

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22543021
  
  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 may 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,
  
  Shan Lan

• Initial Complaint

  Date:11/11/2024

  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 Ren.I am a loyal ********* account is bound to an email address:[email protected] id:Kollaps My account was stolen by a hacker, and my account was operated unwillingly during the account theft.I've received an unusual login ******** personal information has been tampered with.The pirates used my account to make some content that violated the rules of the platform, which was completely inconsistent with my consistent words and behaviors, and I have been actively abiding by the rules of the platform, and these contents have seriously damaged my reputation.I've taken some steps to get my account back, I helped my account by contacting customer service, but ********************** doesn't check my account carefully, I ********************** don't understand why EA must think that I did something that violated the platform.I appealed to EAhelp, but they neither canceled my account nor gave ******************************************************************.Dear BBB, please help me, I just want them to lift my ban.

  Business Response

  Date: 11/12/2024

  Hello,

  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.

  Kind regards,

  EA Help