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 18 locations, listed below.

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  Electronic Arts, Inc.

  209 Redwood Shores Pkwy Redwood City, CA 94065-1175

• 

  Electronic Arts Inc.

  9001 N I-35 Suite 110 Austin, TX 78753

• 

  Respawn Entertainment, LLC

  PO Box 56507 Sherman Oaks, CA 91413-1507

• 

  EA Capital Games

  1015 20th St Sacramento, CA 95814

• 

  Electronic Arts, Inc.

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

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:09/07/2024

  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.

  I currently own a private Battlefield 3 server on Xbox Series X. The lease is due for renewal at the end of this month, but the closing of the Xbox 360 store earlier this summer has rendered me unable to repurchase a rental slot. As ALL servers are set to close November 7th, I would like to spend the limited time until then enjoying the game on my own terms, and believe I should have the ability to do so without being impeded by a separate issue from ********* (as far as I am aware, PS3 users can continue to rent servers). All attempts to contact EA about this issue have been unfruitful and appear to have fallen on deaf ears. I am seeking an alternative method to renew my server that does NOT utilize the now-defunct Xbox 360 store.

  Business Response

  Date: 09/13/2024

  Thank you for raising your concerns with us.

  The account in question is not associated with 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

  Kind regards,
  EA Help

  Customer Answer

  Date: 09/14/2024

   
  Complaint: 22253609
  
  I am rejecting this response because:
  

  Case is open with EA under ID ********* and supposdedly is escalated to the concerned department. I will await further instruction.

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

  Business Response

  Date: 09/16/2024

  Thank you for raising your concerns with us.

  The customer has been in touch with our support and the issue has been properly addressed. We welcome them to reach us again at help.ea.com should any other issues arise.

  Thank you,
  Electronic Arts
  EA Help

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 22253609
  
  I am rejecting this response because:

  This case has not been resolved. I have heard nothing from the support team. Acknowledgement or addressing the issue does not equal a resolution. Case will remain open until I receive an answer that satisfies my resolution requirement, as laid out in the initial complaint.

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

• Initial Complaint

  Date:09/07/2024

  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.

  Hello, dear BBB customer service, I would like to tell you that my EA account was blocked by mistake, and EA did not check my account carefully.My account was banned about last year. When I checked my EA data, I found a lot of abnormal remote login history. Through the game record, I also found that someone logged in to my account remotely and played my APEX Maybe my account has been **********************, I don't know if it is because of my frequent business trips. The time was leaked in about October 2023, and I found my account about a month later.I usually play at home, I rarely go to network clubs, or other high-risk network environment to play, I have been very worried about my account problems. But I can find these ** addresses in the EA data, they are not my own login, I hope you can help me check, I can be sure that someone illegally entered my account. I also have login histories for other ** addresses on my email."**_Geolocation": "US", "**_Geolocation": "KR", "**_Geolocation": "SG",These ** addresses are not mine, please help me check, I found that the ** addresses of places I have never been to began to appear from September at the earliest, I do not know whether it is the reason for the intrusion of my email in August, but I used a day or two to get the email back, and the thief did not make any changes, I did not think much about it.I can assure you that I have not used any illegal cheating behavior, my account has been playing APEX since 21, and it has been a few years now, I will not let my work be blocked like this. My highest level has a master, playing time close to more than ***** hours, such data should reflect that I can not be a cheating player. And I invested about $300 in APEX, and I was very careful to protect my own account, but I didn't expect that someone would steal it.

  Business Response

  Date: 09/09/2024

  Thank you for raising your concerns with us. 
  
  We've reviewed the account and the action taken was due to a violation of our Terms of Service. This has already been addressed and the conclusion provided directly to the account owner.
  
  If the player wishes to dispute the action taken with any new information available, they will need to contact the EA Terms of Service team directly.
  
  Thank you,  
  Electronic Arts 
  EA Help 

• Initial Complaint

  Date:09/07/2024

  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 customer Service, hello I am writing about my EA account blocking issue, my account is blocked and is my favorite APEX. I feel terrible, I have never used any illegal tools and have always aspired to be a civilized gamer. Because I'm the kind of player who enjoys games.I am an art student. Last year, because I had to participate in a performance, I had a closed training with everyone, so I had little time to play games, but occasionally I could still play games. When I just returned to school after the performance, I found that my email had received a blocked message a few days ago. I have checked and found that my email and EA account are out of the remote login address, and my STEAM is also in the same situation, at this time I do not know what to do, I can only find you to help me, I hope you can help me protect my account and check the problem of my account.Around October 27, 2023, my Steam was stolen, and my EA account was also stolen due to the link to Steam. When I recovered my account, it was *********************** banned.Several of my IP addresses I'm sure weren't mine, and I was training at the time and couldn't log on to the computer at all. These addresses are very suspicious, I don't know when my information was leaked, but believe me, I would never let this happen to my account. I have played APEX for almost a thousand hours and spent so much time and money that I will not do anything to my account that is illegal under EA rules, please believe me.APEX is an important way of entertainment in my life, how could I cheat on such an important account? ********************** help me check what happened and protect my account, thank you!

  Business Response

  Date: 09/11/2024

  Thank you for raising your concerns with us.

  We've reviewed the account and the action taken was due to a violation of our Terms of Service. This has already been addressed and the conclusion provided directly to the account owner.

  We welcome them to reach us again at help.ea.com if they have more information and well be happy to assist.

  Kind regards,
  EA Help

• Initial Complaint

  Date:09/07/2024

  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 customer service staff, I want to give you feedback about my EA account problem, my account was not blocked some time ago. I can't understand what I did to get my account suspended.I reinvested about $500 in APEX, and my game time is close to ***** hours. I just want to tell you this, I just hope you can check my account carefully. According to my check, my account should be stolen, but I did not find it.I found that a stranger had logged in to my account since December 23, but he did not log in all the time, but he logged in again after a long time, and I saw that even after being blocked, the ** was definitely not my Los%20Angeles-US-90060""**_Geolocation": "Zhuji-CN", and this, they're not on my account, and I was wondering if you could help me protect my account, reset my password and kick these hackers out, because I don't want them to be able to access my account. I don't know whether it is because I moved to another city after changing my job, but I have never gone abroad or visited these places. It is possible that I linked to the wrong network or clicked some phishing websites in the new city. I am not quite sure. But I did not notice EA, please do check my account and help me protect it, thank you for your patience I was always **_Geolocation: "Shaoxing-CN", this ** is my personal login record, and I don't know whether my account was blocked due to low cost recharge by hackers, please help me feedback to EA, I can recharge and replenish the gold coins obtained by hackers through the loophole, I have always been directly rechargeable by Steam, please help me check

  Business Response

  Date: 09/11/2024

  Thank you for raising your concerns with us.

  We've reviewed the account and the action taken was due to a violation of our Terms of Service. This has already been addressed and the conclusion provided directly to the account owner.

  We welcome them to reach us again at help.ea.com if they have more information and well be happy to assist.

  Kind regards,
  EA Help

• Initial Complaint

  Date:09/07/2024

  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.

  I am writing this letter with immense confusion and helplessness, and sincerely hope that I can get your help and understanding. My APEX account has been inexplicably banned recently, which is a huge blow to me. I would like to state for the record that I have never engaged in any form of cheating or violation in APEX. I have always strictly followed the rules of the game and respected the fairness of the game. Yet ea still banned my account. I'm very upset about this and I ask for my account to be re-examined

  Business Response

  Date: 09/09/2024

  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:09/07/2024

  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.

  I am writing this letter with immense confusion and helplessness, and sincerely hope that I can get your help and understanding. My APEX account has been inexplicably banned recently, which is a huge blow to me. I would like to state for the record that I have never engaged in any form of cheating or violation in APEX. I have always strictly followed the rules of the game and respected the fairness of the game. Yet ea still banned my account. I'm very upset about this and I ask for my account to be re-examined

  Business Response

  Date: 09/09/2024

  Thank you for raising your concerns with us.
  
  We've reviewed the account and the action taken was due to a violation of our Terms of Service. This has already been addressed and the conclusion provided directly to the account owner.
  
  If the player wishes to dispute the action taken with any new information available, they will need to contact the EA Terms of Service team directly.
  
  Thank you,
  Electronic Arts
  EA Help

• Initial Complaint

  Date:09/07/2024

  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.

  I am writing this letter with immense confusion and helplessness, and sincerely hope that I can get your help and understanding. My APEX account has been inexplicably banned recently, which is a huge blow to me. I would like to state for the record that I have never engaged in any form of cheating or violation in APEX. I have always strictly followed the rules of the game and respected the fairness of the game. Yet ea still banned my account. I'm very upset about this and I ask for my account to be re-examined

  Business Response

  Date: 09/09/2024

  Thank you for raising your concerns with us. 
  
  We've reviewed the account and the action taken was due to a violation of our Terms of Service. This has already been addressed and the conclusion provided directly to the account owner.
  
  If the player wishes to dispute the action taken with any new information available, they will need to contact the EA Terms of Service team directly.
  
  Thank you,  
  Electronic Arts 
  EA Help 

• Initial Complaint

  Date:09/06/2024

  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.

  I submitted a request on 24 Jul and 23 Aug for a routine customer service request that was supposed to be resolved immediately. I received one email in the middle telling me they were still looking into it but it has not been resolved as of 6 Sep. **** is keeping me from playing content that I have paid for and is unacceptable.

  Business Response

  Date: 09/11/2024

  Thank you for raising your concerns with us.

  Upon review, we request the customer contact us at *************************** and well be happy to assist.

  Kind regards,
  EA Help

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22252803
  
  I am rejecting this response because:

  I have already contacted the company, multiple times, via the appropriate methods through their website. However, they have been unresponsive for multiple weeks after the initial engagement and have not solved an issue that should have been rectified on the first chat.
  

  Additionally, there is no way to update existing cases, requiring the user to open a new report that is hidden through the use of dark patterns to make it incredibly difficult to navigate to their help section.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 09/13/2024

  Thank you for raising your concerns with us.

  As previously mentioned, we would request the customer contact us at *************************** from affected account and well be happy to assist

  Kind regards,
  EA Help

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 22252803
  
  I am rejecting this response because:

  As previously mentioned, the reason that I submitted this complaint is that I already have submitted a request, twice, and EA has been negligent in their responses. I have done as requested though and submitted another request (case *********), the customer service *** told me they would get back to me "soon" and then disconnected the chat on me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/06/2024

  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 Better Business Bureau,I am writing to file a complaint against Electronic Arts (EA), a well-known video game company, regarding an issue that has caused me significant frustration. I am hoping that the BBB can assist me in resolving this matter.Here is a brief overview of my situation:EA Account Information: ***************** Date of Suspension: 2021.9.29 Time spent on the game: over 600h I have made multiple attempts to contact EA's customer service department to address this issue, but to no avail. I have provided all the information they requested and followed their instructions, yet my account remains suspended. This has greatly impacted my gaming experience, and I believe the handling of this matter is grossly unfair.I contacted EA's customer service several times, but they didn't really help me solve the problem, it was like they were perfunctory I kindly request the BBB's intervention in this matter and assistance in restoring my account or, at the very least, obtaining a reasonable explanation. I look forward to your response and hope to see a swift resolution to this problem.I love APEX as a game, I put a lot of effort and time into it, and I played it for over ***** hours I also enjoyed the joy it brought me, and without it, I might not have been able to live,because my family found out that I had some depression recently and went to see a psychiatrist.And the doctor said that I was mildly depressed and needed to control my emotions.I'm really anxious right now Thank you for your time and assistance.

  Business Response

  Date: 09/11/2024

  Thank you for raising your concerns with us.

  We've reviewed the account and the action taken was due to a violation of our Terms of Service. This has already been addressed and the conclusion provided directly to the account owner.

  We welcome them to reach us again at help.ea.com if they have more information and well be happy to assist.

  Kind regards,
  EA Help

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22252789
  
  I am rejecting this response because:
  Following my initial complaint to you about the status of my EA account, I have encountered a deadlock with EA's customer service, resulting in the denial of my appeal. I am reaching out once more to request your organization's intervention, as I believe my case has not been thoroughly or fairly evaluated by EA.
  
  The correspondence from EA has not resolved my concerns and has lacked substantive dialogue. Despite my compliance with EA's outlined procedures and the provision of all requested details, my appeal has not received the attention it deserves.
  
  Given this impasse, I am seeking your esteemed organization's assistance in the following areas:
  
  Comprehensive Assessment: I request that an impartial examination be conducted into EA's decision-making process regarding account sanctions to ensure that it is just and open.
  
  Enhanced Support Protocols: I am advocating for a higher caliber of customer service from **********************, particularly when it comes to critical matters such as account restrictions.
  
  Transparent Dialogue: I am in need of clear and direct communication from EA, which includes explicit responses and reasons behind the decisions made concerning my appeal.
  
  Equitable Outcome: I am striving for a resolution that is not only fair but also rectifies the access to my account and acknowledges the inconvenience I have faced.
  
  I acknowledge EA's prerogative to maintain the integrity of its gaming community, yet I maintain that as a consumer, I am owed a baseline of fair play and the opportunity for a legitimate appeal. I am prepared to furnish any and all pertinent documentation and details to fortify my claim and establish the bona fide utilization of EA's services.
  
  I am hopeful that with BBB's continued support, we can work towards a mutually beneficial resolution that addresses my concerns and elevates EA's customer service standards.
  
  I appreciate your time and the work you do to mediate such disputes.
  Sincerely,
  
  *******

  Business Response

  Date: 09/16/2024

  Thank you for raising your concerns with us.

  As previously mentioned, we've reviewed the account and the action taken was due to a violation of our Terms of Service.
  
  Our Terms of Service team manually investigated the account multiple times and reached the same conclusion in each of the investigations.
  This has already been addressed and the outcome provided directly to the account owner by our Terms of Service team.
  
  If the player wishes to dispute the action taken with any new information available, they will need to contact the EA Terms of Service team directly.
  
  Thank you,
  Electronic Arts
  EA Help

   

   

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 22252789
  
  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,
  
  *******

• Initial Complaint

  Date:09/06/2024

  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.

  8/6/2024 Today I received an email from EA.com for a change of password. I don't know this company and don't have an account with them. I tried to find how to cancel this account but can't find a way to do this online or to speak to anyone unless I pay $1.00 by giving my credit card info or ******* I will not give that information to a company that is so questionable. In the meantime I have changed the password and set up whatever I can to keep whomever is using my email to sign into this website.

  Business Response

  Date: 09/09/2024

  Thank you for raising your concerns with us. 
  
  Were unable to discuss account details without verifying the account holder and in order to delete/cancel an EA account, we welcome you to contact us to do so, the below articles have information on how to do this:
  
  *************************************************************************************
  ******************************************************************************
  
  We would not ask for any payment or verification of payment when processing such a deletion request.
  
  Thank you,  
  Electronic Arts 
  EA Help