Electronic Arts, Inc.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I would also like to add that my in game account e-mail is [redacted]
My ingame account name is [redacted]" hopefully this helps in locating my account that has my strike. Sincerely, [redacted]

To whom it concerns,
 
Thank you for contacting us.
[redacted] issue was initially brought to our attention through a review that he filed recently with you.
We investigated the matter at that time and have since contacted him directly to provide our findings.
 
We now consider this...

matter as closed but if he wishes to dispute this matter further, he should contact our Terms of Service team directly as per the steps outlined at the following link:
[redacted]
 
If he should have any more questions, issues or concerns, please feel free to contact our dedicated support team through our help website at help.ea.com, or engage with our helpful community members on Answer HQ at[redacted]
 
Thank you,
 
EA Help

Complaint: [redacted]I am rejecting this response because: I already have contacted the TOS team but I don't think that they are doing their job correctly. My club was reseted when it should have been the coin count that is reseted. I would like someone to contact me and solve this issue because the TOS team wouldn't help.
My position is clear and I am in the right here since EA has a three strike rule that they didn't follow as they should.
Sincerely,[redacted]

To whom it concerns,
 
Thank you for bringing this matter to our attention.
I have reviewed the account in question and I can confirm that no contact has been received from this player since August of last year.
Should the customer require assistance with a connection issue, he should...

contact us through our help website at [redacted] and we would be very pleased to assist.
 
Sincerely,
EA Help

Initial Business Response /* (1000, 5, 2015/12/23) */
To whom it may concern,
Many thanks for sending this over to us.
I have reached out and addressed concerns with regards to the restrictions on this account.
As such we consider this matter closed.
Kind regards
[redacted]
EA...

Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/12/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You have banned many peoples accounts for the wrong reasons and continue to do this as seen on the forums. This is shocking. Unless I get unbanned I am not going to continuing to play or buy the game. Shocking.
Final Business Response /* (4000, 9, 2015/12/28) */
To whom it may concern,
We have reached out to the customer to both of their email addresses and advised that the restrictions on their account will not be lifted.
Kind regards
[redacted]
EA Customer Relations

Initial Business Response /* (1000, 5, 2016/02/19) */
Dear [redacted], Revdex.com,
Thank you for bringing this matter to our attention.
I have been in contact with [redacted] regarding this case and we have since brought this matter to a resolution.
Regards,
[redacted]
EA Customer Relations
Initial...

Consumer Rebuttal /* (2000, 7, 2016/02/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Was given a clear response about the Terms of Service, which I was in fact in violation of. Given a warning, instead of a ban, which is acceptable for me. Thank you.

To whom it may concern,
Many thanks for sending this players concerns to us.
Given the sensitive nature of this issue and as Customer Support are not in a position to assist, we have a dedicated team who are tasked to address such matters. Should you believe this account action to be incorrectly...

applied or have some additional information regarding this matter, please email the following address:[redacted]Additional information regarding this process can be found by following the link below:[redacted]Thank you for your time and understanding in this matter.Warm regards, [redacted] – Executive & Customer Relations

Complaint: [redacted]I am rejecting this response because:
1.) I have not been told why I was found to be in violation of TOS. And multiple times? This was never mentioned. 
2.) Please stop dodging this question. It is both poor business practice and also highly unethical. CAN I USE MUTCOINS TO ACQUIRE MHC OR NOT? Seriously, why are you so set on dodging this question?
3.) You need to stop stating that I am free to email you with further questions. I have already posted one email showing you've already told me the matter has been resolved and I won't get any more answers. 
Please, just this once, answer me queries. Every response you've made both in emails and now on here have been incredibly evasive. How/why are you unable to answer a couple questions for a person that spends thousands and thousands of dollars with you? It's mind boggling.
 
Sincerely,[redacted]

Initial Business Response /* (1000, 7, 2015/07/28) */
We have discussed the matter with the customer and the issues have been addressed while confirming they are able to contact us should they have any further questions or concerns.
Electronic Arts
Worldwide Customer Experience
Initial...

Consumer Rebuttal /* (2000, 9, 2015/08/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)

To whom it concerns,
 
Thank you for bringing his matter to our attention.
I can confirm that the customer has been in contact with us to dispute the concerns raised to him by our Terms of Service department.
I can also confirm that the customer should have since received an update from...

that department in relation to the outcome of his dispute.
 
This issue should now be resolved but if there are any further concerns, the customer can contact us directly through our help website at[redacted]
It is also important that in order to avoid similar issues in the future, that the customer familiarize himself with the rules regarding FIFA 17 as outlined in our terms of service, and at the following link: [redacted]
 
Sincerely,
 
EA Help

Initial Business Response /* (1000, 5, 2016/02/05) */
To whom it may concern,
Many thanks for sending this customer's concerns over.
As discussed with this customer, EA has a responsibility to our customers to ensure we are providing the best gaming experience to our customer's. As per our...

Terms of Service agreement, sometimes we are required to perform updates that are necessary to improve the stability of our games as well as eliminate any in game bugs.

Additionally, we would not be in a position to offer a refund on physical or digital purchases as the content is available to the customer once the game has been updated.
Thank you for your time,
[redacted]
EA Customer Relations World Wide Customer Experience
Initial Consumer Rebuttal /* (3000, 7, 2016/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company does not understand that I do not want to update the game. This update is unnecessary and invasive. Now because I refuse to update, I have no acccess to purchase content. The only remedy is to provide physical copies of the game at a discount or provide a refund so that I may purchase my own copies without forfeiting the money I've spent on products I can't use. Physical copies [redacted]'t require the update, I can bypass [redacted] unwanted forced content that way.
I'd rather not give up the game because I enjoy it but I do not want to update or upgrade my game. I do not want to use Origin. Period. This should have been announced before I bought the content then this wouldn't be an issue.
Thank you
Final Business Response /* (4000, 9, 2016/02/11) */
To whom it may concern,
As explained to the customer, EA Origin is not a third party tool as it is owned and supported by EA. Whilst I understand the customer's frustration, as stated in our Terms of Service agreement; sometimes we are required to perform updates that are necessary to improve the stability of our games as well as eliminate any in game bugs.
Should this customer choose to obtain physical copies of the Sims games, the game would need to be redeemed via Origin using a Product Registration Code, as such; the same rules would still apply.
As the customer has chosen not to update her game, we will not be in a position to troubleshoot this matter, as such; we consider this matter closed.
Warm regards,
[redacted]
EA Customer Relations World Wide Customer Experience

Initial Business Response /* (1000, 5, 2015/07/06) */
We are investigating the issue and will address a solution in any future iterations should there be similar circumstances in the mode.
Electronic Arts
Worldwide Customer Experience

Initial Business Response /* (1000, 5, 2015/09/25) */
To whom it concerns,
Thank you for raising this issue with us.
The terms of service team for Star Wars: The Old Republic work tirelessly to enforce the terms of service agreement within this title in order to maintain an enjoyable player...

experience for all our customers.
Any investigation into a customer's behaviour in the game incorporates a large amount of that player's personal information and as such, the results of any infestation cannot be shared with the reporting party due to data protection laws.
However, functionality is in place in the game to prevent repeated offence, such as the ability to block/ignore an offensive player in-game.
To help improve this player's experience, we would recommend that this player report and then block/ignore any other character whom causes an offence, rather than add said player to their friends.
Once the offending player has been reported, the dedicated Terms of Service team will review and take appropriate action against the offending character as deemed necessary by our internal policies.
Due to data protection, I regret that no further detail can be provided on past or ongoing investigations into these reports.
Thank you for your time,
[redacted].
EA Worldwide Customer Experience

Initial Business Response /* (1000, 5, 2016/02/08) */
To whom it may concern,
Many thanks for sending this customer's concerns over.
I have reached out to this customer to address the concerns raised, however; I have yet to receive a reply.
I have closed this case off but the customer has...

my personal email, should he wish to follow-up with me.
Warm regards,
[redacted]
EA Customer Relations World Wide Customer Experience

Initial Business Response /* (1000, 5, 2015/10/05) */
To whom it may concern,
Thank you for contacting us.
Having reviewed the account I am having trouble locating any case that the customer may have contacted our support with which to address this concern, however we would be pleased to make...

contact directly so as to resolve any remaining issues.
Thank you again for bringing this to our attention,
[redacted] S.
EA Worldwide Customer Experience
Initial Consumer Rebuttal /* (2000, 7, 2015/10/05) */

Complaint: [redacted]I am rejecting this response because: It was told to me that within 72  hours someone from TOS team would contact me regarding my issue and will help t resolve it.Still no response from them other than some automated emails.I want a proper resolution and my account access unlocked.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/12/15) */
Hi Revdex.com,
Thank you for sending this over.
I will look into the issue and reach out to the customer.
Kind Regards,
[redacted] W
EA Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/12/16) */
(The consumer indicated he/she...

DID NOT accept the response from the business.)
The company are treating my case as a joke, providing no help whatsoever and giving me a worthless response. Further they have stated they will be closing my case. This is unacceptable and an utter disgrace.
Final Business Response /* (4000, 9, 2015/12/18) */
Hello Revdex.com,
Thanks again for sending this over.
I have made [redacted] aware of action we are taking to resolve this issue.
This issue is effecting a large number of players, we are actively working to address the issue as soon as possible.
We apologize for any inconvenience caused, and appreciate the patience while this process is taking place.
I have provided my personal work email to [redacted], should he have any further questions regarding this.
Kind Regards,
[redacted] W.
EA Customer Relations
Final Consumer Response /* (4200, 11, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have just received an email that my account has been deactivated. I have never broken the terms of service and thus I cannot see why my account has been closed. Furthermore, EA Sports is violating their rules. Their rules clearly state if the terms and services are violated you will receive a coin wipe and an in game message that is all. Instead my account has been deactivated and on top of that for no reason. They were unable to tell me why I "broke their terms of service." I have spent all my money on this game and I either want a refund for the thousands of dollars or my account restored with a 2 million coin compensation. This is absurd and unjust in anyway.
Complaint Response Date bumped because: Holiday

Greetings all,
 
Many thanks for your report!
 
I was very sorry to hear of this players recent experience. I will now reach out directly over email in hope a resolution can soon be found.
 
Thank you for your time and understanding in this matter.
 
Kind...

regards,
 
[redacted] – Customer Relations,-EA Help.

To whom it concerns,
 
Thank you for bringing this matter to our attention.
We have been in direct contact with [redacted] in order to resolve these concerns with him directly.
[redacted] has been invited to respond to us directly should he require any further assistance with this case.
 
Thank...

you for your time,
 
EA Help

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I have resloved the matter with Sony directly.Sincerely, [redacted]