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.

  5000 Commerce Crossing Dr. Louisville, KY 40229

• 

  Electronic Arts, Inc.

  200 4445 Calgary Trail Edmonton, AB T6H 5R7

• 

  PopCap

  800 5th Ave Seattle, WA 98104

• 

  Electronic Arts, Inc.

  590 W Central Ave #E Brea, CA 92821

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:08/04/2024

  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 formally lodge a complaint against Electronic Arts (EA) regarding the unjust suspension of my APEX account. Despite my adherence to EA's Terms of Service and a history of fair play, my account was unexpectedly locked without any clear explanation or opportunity to rectify the situation.The suspension of my account has not only disrupted my gaming experience but also led to a loss of investment in terms of both time and financial resources. I have made numerous attempts to contact EA's customer service to ********************** the suspension and seek a resolution. However, my efforts have been met with generic responses that fail to address my concerns or provide a path towards reinstating my account.I believe that as a consumer, I am entitled to a fair and transparent process when it comes to disputes concerning online services. The lack of communication and unwillingness to engage in a meaningful dialogue with EA has left me feeling frustrated and unheard.Here is a brief overview of my situation:EA Account Information: **************** Date of Suspension: 2024.7.11 Time spent on the game: Over 1700h Given these circumstances, I am seeking the BBB's assistance in the following ways:Facilitating a dialogue between EA and myself to clarify the reasons for the suspension.Advocating for a fair review process that takes into account my history as a loyal customer and player.Ensuring that ********************** provides a clear and reasonable explanation for their actions, along with a fair opportunity for me to present my case.I am committed to providing any information or evidence necessary to support my claim of innocence and to demonstrate my good standing as a customer. I trust in the ********************'s ability to advocate for consumer rights and to help me achieve a just resolution to this issue.I appreciate your attention to this matter and eagerly await your guidance on how to proceed with this complaint.

  Business Response

  Date: 08/05/2024

  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 

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 22089654
  
  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,
  
  Ni Kou

  Business Response

  Date: 08/08/2024

  To whom it concerns,

  Thank you for bringing this matter to our attention. In order to dispute an account sanction, a player must follow the steps outlined at the following link: ***************************************************************************************************

  This is the only valid means to have an account sanction reviewed.

  Once you submit your dispute, our Terms of Service team will review the sanction and respond with their findings.

  It is important that the dispute case is not updated while being reviewed, as doing so may remove it from the queue and delay the review.

  Thank you.
  EA Help
  Electronic Arts

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22089654
  
  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 *** 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,
  
  Ni Kou

• Initial Complaint

  Date:08/04/2024

  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 am writing to you with great confusion and disappointment, hoping to resolve the dispute between me and Electronic Arts (EA) with your help. My EA account was blocked for no reason, and after multiple appeals failed, I feel helpless and urgently need your intervention and assistance.The story is as follows: I have been a loyal player of EA games for a long time and have invested a lot of time and money in my EA account. I have purchased many EA games and recharged a considerable amount of money in the game. However, my EA account was recently blocked for no reason on the grounds of "suspected violations". I am very shocked and unacceptable.After my account was blocked, I tried to appeal through EA's customer service channel many times, providing all relevant evidence and explanations, hoping to get a fair review and handling. However, the result of each appeal was rejected, and the reason was still "suspected violations", but no specific evidence was ever given. This lack of transparency and communication made me feel very helpless and angry.Thank you for taking the time to read my complaint letter in your busy schedule. I look forward to hearing from you and hope this issue can be resolved as soon as possible.

  Business Response

  Date: 08/05/2024

  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:08/04/2024

  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 am writing to you with great confusion and disappointment, hoping to resolve the dispute between me and Electronic Arts (EA) with your help. My EA account was blocked for no reason, and after multiple appeals failed, I feel helpless and urgently need your intervention and assistance.The story is as follows: I have been a loyal player of EA games for a long time and have invested a lot of time and money in my EA account. I have purchased many EA games and recharged a considerable amount of money in the game. However, my EA account was recently blocked for no reason on the grounds of "suspected violations". I am very shocked and unacceptable.After my account was blocked, I tried to appeal through EA's customer service channel many times, providing all relevant evidence and explanations, hoping to get a fair review and handling. However, the result of each appeal was rejected, and the reason was still "suspected violations", but no specific evidence was ever given. This lack of transparency and communication made me feel very helpless and angry.Thank you for taking the time to read my complaint letter in your busy schedule. I look forward to hearing from you and hope this issue can be resolved as soon as possible.

  Business Response

  Date: 08/06/2024

  Thanks for the message.
  
  In order to dispute an account sanction, the fan must follow the steps outlined
  at the following link:  *************************************************************************************************** Once you submit your dispute, our Terms of Service team will review the sanction and respond with their findings.
  
  It is important that the dispute case is not updated while being reviewed, as doing so may remove it from the queue and delay the review.
  
  Thank you.
  EA Help
  Electronic Arts

• Initial Complaint

  Date:08/04/2024

  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 am writing to you with great confusion and disappointment, hoping to resolve the dispute between me and Electronic Arts (EA) with your help. My EA account was blocked for no reason, and after multiple appeals failed, I feel helpless and urgently need your intervention and assistance.The story is as follows: I have been a loyal player of EA games for a long time and have invested a lot of time and money in my EA account. I have purchased many EA games and recharged a considerable amount of money in the game. However, my EA account was recently blocked for no reason on the grounds of "suspected violations". I am very shocked and unacceptable.After my account was blocked, I tried to appeal through EA's customer service channel many times, providing all relevant evidence and explanations, hoping to get a fair review and handling. However, the result of each appeal was rejected, and the reason was still "suspected violations", but no specific evidence was ever given. This lack of transparency and communication made me feel very helpless and angry.Thank you for taking the time to read my complaint letter in your busy schedule. I look forward to hearing from you and hope this issue can be resolved as soon as possible.

  Business Response

  Date: 08/05/2024

  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:08/04/2024

  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.Greetings.It is with great confusion and disappointment that I write this letter to you in the hope that through your help I can resolve my dispute with Electronic Arts (EA). My EA account has been banned for no apparent reason, and after many unsuccessful appeals, I am at my wits' end and in desperate need of your intervention and assistance.Here's what happened: I have been a long time loyal player of EA games and have invested a lot of time and money into my EA account. I have purchased many of EA's games and have topped up my account with a ************************************ of money. Recently, however, my EA account was banned for no apparent reason, citing "suspected infractions". I was shocked and unable to accept this.After my account was banned, I tried several times to file a complaint through EA's customer service channel, providing all the relevant evidence and explanations in the hope of getting a fair review and treatment. However, every time I tried to file a complaint, it was always rejected, and the reason was still "suspected violation", but no concrete evidence was ever given, so I'm asking you to help me investigate!

  Business Response

  Date: 08/06/2024

  Thanks for the message.
  
  In order to dispute an account sanction, the fan must follow the steps outlined
  at the following link:  *************************************************************************************************** Once you submit your dispute, our Terms of Service team will review the sanction and respond with their findings.
  
  It is important that the dispute case is not updated while being reviewed, as doing so may remove it from the queue and delay the review.
  
  Thank you.
  EA Help
  Electronic Arts

• Initial Complaint

  Date:08/04/2024

  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 formally lodge a complaint against Electronic Arts (EA) regarding the unjust suspension of my APEX account. Despite my adherence to EA's Terms of Service and a history of fair play, my account was unexpectedly locked without any clear explanation or opportunity to rectify the situation.The suspension of my account has not only disrupted my gaming experience but also led to a loss of investment in terms of both time and financial resources. I have made numerous attempts to contact EA's customer service to ********************** the suspension and seek a resolution. However, my efforts have been met with generic responses that fail to address my concerns or provide a path towards reinstating my account.I believe that as a consumer, I am entitled to a fair and transparent process when it comes to disputes concerning online services. The lack of communication and unwillingness to engage in a meaningful dialogue with EA has left me feeling frustrated and unheard.Here is a brief overview of my situation:EA Account Information: ************************* Date of Suspension: 2024.7.30 Time spent on the game: Over 1200h Given these circumstances, I am seeking the BBB's assistance in the following ways:Facilitating a dialogue between EA and myself to clarify the reasons for the suspension.Advocating for a fair review process that takes into account my history as a loyal customer and player.Ensuring that ********************** provides a clear and reasonable explanation for their actions, along with a fair opportunity for me to present my case.I am committed to providing any information or evidence necessary to support my claim of innocence and to demonstrate my good standing as a customer. I trust in the ********************'s ability to advocate for consumer rights and to help me achieve a just resolution to this issue.I appreciate your attention to this matter and eagerly await your guidance on how to proceed with this complaint.

  Business Response

  Date: 08/06/2024

  Thanks for the message.
  
  In order to dispute an account sanction, the fan must follow the steps outlined
  at the following link:  *************************************************************************************************** Once you submit your dispute, our Terms of Service team will review the sanction and respond with their findings.
  
  It is important that the dispute case is not updated while being reviewed, as doing so may remove it from the queue and delay the review.
  
  Thank you.
  EA Help
  Electronic Arts

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22089441
  
  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,
  
  Dun Dun

  Business Response

  Date: 08/08/2024

  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 

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22089441
  
  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 *** 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,
  
  Dun Dun

• Initial Complaint

  Date:08/04/2024

  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 formally lodge a complaint against Electronic Arts (EA) regarding the unjust suspension of my APEX account. Despite my adherence to EA's Terms of Service and a history of fair play, my account was unexpectedly locked without any clear explanation or opportunity to rectify the situation.The suspension of my account has not only disrupted my gaming experience but also led to a loss of investment in terms of both time and financial resources. I have made numerous attempts to contact EA's customer service to ********************** the suspension and seek a resolution. However, my efforts have been met with generic responses that fail to address my concerns or provide a path towards reinstating my account.I believe that as a consumer, I am entitled to a fair and transparent process when it comes to disputes concerning online services. The lack of communication and unwillingness to engage in a meaningful dialogue with EA has left me feeling frustrated and unheard.Here is a brief overview of my situation:EA Account Information: ***************** Date of Suspension: 2024.6.26 Time spent on the game: Over 900h Given these circumstances, I am seeking the BBB's assistance in the following ways:Facilitating a dialogue between EA and myself to clarify the reasons for the suspension.Advocating for a fair review process that takes into account my history as a loyal customer and player.Ensuring that ********************** provides a clear and reasonable explanation for their actions, along with a fair opportunity for me to present my case.I am committed to providing any information or evidence necessary to support my claim of innocence and to demonstrate my good standing as a customer. I trust in the ********************'s ability to advocate for consumer rights and to help me achieve a just resolution to this issue.I appreciate your attention to this matter and eagerly await your guidance on how to proceed with this complaint.

  Business Response

  Date: 08/06/2024

  Thank you for getting back in touch with us with your concerns.
  
  We reviewed the account and the activity which triggered the sanction in which violated the rules as stated by Terms of Service.
  
  What rules that the game follows is the following:
  *******************************************************************************************************
  
  The Terms of Service team has already reached their final review and upon their conclusion, it was shared with the owner, the player on the account.  The player is invited to reach out to the team again to dispute the sanction with new information that would assist with the investigation when contacting the EA Terms of Service team.
  
  Thank you, 
  Electronic Arts
  EA Help

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22089439
  
  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,
  
  Bushui Lanjiao

  Business Response

  Date: 08/08/2024

  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 

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22089439
  
  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 *** 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,
  
  Bushui Lanjiao

• Initial Complaint

  Date:08/04/2024

  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:My name is ***** , a loyal player of EA' Apex Legends .My Eaid is ZjieWeii and my email is ******************* April, while I was playing with my family and friends normally, my game account was banned. I am very shocked by this incident. I am a very honest player and have not engaged in any cheating behavior. Therefore, I have appealed to EA multiple times, but it has not been lifted. I feel very aggrieved about this. EA's actions have been widely recognized worldwide, with cheaters rampant while ordinary players are prevented from playing. I believe I am not the only victim. So I hope BBB can help me, and I would be very grateful.

  Business Response

  Date: 08/06/2024

  Thank you for getting back in touch with us with your concerns.
  
  We reviewed the account and the activity which triggered the sanction in which violated the rules as stated by Terms of Service.
  
  What rules that the game follows is the following:
  *******************************************************************************************************
  
  The Terms of Service team has already reached their final review and upon their conclusion, it was shared with the owner, the player on the account.  The player is invited to reach out to the team again to dispute the sanction with new information that would assist with the investigation when contacting the EA Terms of Service team.
  
  Thank you, 
  Electronic Arts
  EA Help

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22089422
  
  I am rejecting this response because:
  
  Because of this incident, my depression worsened and the feedback I received made me collapse. I don't know why I violated the rules, and I can't even find the reason for my ban in EA Help's Ban history. I believe I definitely didn't chea
  
  *********************

  Business Response

  Date: 08/08/2024

  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:08/04/2024

  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.

  Recently, I found out that my gaming account was banned, which was a huge blow to me. I've always loved and respected Apex as a game and always followed the rules and terms of the game. I took this ban very seriously and did some deep self-reflection, but I really can't think of a specific reason for it. I have never used any cheat software or been involved in any violations, nor have I violated the game's community guidelines.Unfortunately, EA did nothing, and after sending me an email in a fake way, it didn't accept my email, so I felt that my rights and interests were damaged, and it also made me feel disappointed in EA's official, I met a lot of partners in this game, and now my account is banned, I can't have a good time with them again, I implore EA officials to contact the ban of my account

  Business Response

  Date: 08/06/2024

  Thank you for getting back in touch with us with your concerns.
  
  We reviewed the account and the activity which triggered the sanction in which violated the rules as stated by Terms of Service.
  
  What rules that the game follows is the following:
  *******************************************************************************************************
  
  The Terms of Service team has already reached their final review and upon their conclusion, it was shared with the owner, the player on the account.  The player is invited to reach out to the team again to dispute the sanction with new information that would assist with the investigation when contacting the EA Terms of Service team.
  
  Thank you, 
  Electronic Arts
  EA Help

• Initial Complaint

  Date:08/04/2024

  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 received a ban on my Apex Legends game account from Electronic Arts gaming company on July 20th this year. The company has not yet provided a reason for my ban on their official website. Until I made my first appeal to them, and then replied to me stating that I had violated their agreement six, resulting in the account being banned. But I am certain that I have not engaged in any behavior or intention that violates the agreement. I remember running their game in an internet cafe at the time, but due to environmental or equipment issues, Electronic Arts gaming company may have conducted an error check on my account, believing that I violated their rules. However, I am very certain that I am a legitimate gamer. At the same time, in recent months in *****, on social software such as Tiktok, we can see that many players have been wrongly banned from their game accounts by the game company. Undoubtedly, there are a small number of cheaters among them, but there are also many legitimate players who love the game Apex Legends. However, it is well known that Electronic Arts' anti cheat system has flaws, which not only cannot truly detect cheaters, but may also result in erroneous bans on normal games. Therefore, I hope that Electronic Arts gaming company can upgrade their anti cheating system and do justice to ordinary gamers. Due to the erroneous ban on my account by ******************** gaming company, I lost the opportunity to have fun in Apex Legends and also had an impact on my reputation. I do not want to be seen as a game cheater by my family and friends. I hope that after my desires are seen, Electronic Arts gaming company will lift the erroneous ban on my game account and allow me to spend a happy time with my friends and family in the game.

  Business Response

  Date: 08/06/2024

  Thanks for the message.
  
  In order to dispute an account sanction, the fan must follow the steps outlined
  at the following link:  *************************************************************************************************** Once you submit your dispute, our Terms of Service team will review the sanction and respond with their findings.
  
  It is important that the dispute case is not updated while being reviewed, as doing so may remove it from the queue and delay the review.
  
  Thank you.
  EA Help
  Electronic Arts

  Customer Answer

  Date: 08/06/2024

  
  ??:22089301
  
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  Business Response

  Date: 08/08/2024

  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 

  Customer Answer

  Date: 08/08/2024

  
  ??: 22089301
  
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