Electronic Arts, Inc.

Complaint: [redacted]I am rejecting this response because:
The game advertises between 5 to 100 shards per pack. I bought around 70 and I got only 5 or in rare cases 8 pieces. The company claims that 5 is between 5 and 100 so I got what I was promised. With the same effect they can advertise between 5 and 1000000 and still claim that 5 is withing the range. I have tried to explain multiple times that this is a scam and they refuse to understand or do anything about it. The matter is not resolved and it doesn't seem it will be.
In one of their responses they claim that I received 71 shards. Again I tried to explain MULTIPLE times that this is for a mutli-pack, a pack that contains a DOZEN packs that each mush contain between 5 and 100.

Initial Business Response /* (1000, 5, 2015/11/23) */
Hi there,
I've reached out to [redacted] directly to see how we can assist her with these issues.
Thanks for reaching out to us!
Kind regards,
[redacted]
EA Customer Support
Initial Consumer Rebuttal /* (2000, 10, 2015/12/03) */
(The...

consumer indicated he/she ACCEPTED the response from the business.)
Although there is one big glitch remaining I am satisfied with the help that EA has been giving me.
I believe the case can be closed.
Thank you,
[redacted]

We have spoken with this user directly regarding his concerns, however unfortunately we were unable to meet his desired resolution. After further investigation, we found that the player had already received a replacement token for disconnection issues. After the second instance of this, we offered...

to troubleshoot the issue however the player has instead requested a replacement of the item. We cannot provide further replacements of this item without performing troubleshooting.
While we are thankful for the player's feedback, we now consider this matter closed.

Initial Business Response /* (1000, 5, 2016/02/29) */
Hello [redacted],
Thank you for passing on our customer concerns to us.
I have reached out to the customer via our internal tools and have advised the customer that we are unable to assist her as she needs to speak with the FireMonkey support...

team directly as we here have no access to any of the FireMonkey support tools.
I have provided the customer with a link to the FireMonkey support help site and closed the case on my side.
Thank you.
[redacted],
EA Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2016/03/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have spoken with fire monkeys via email numerous times and they refuse to resolve the problem. EA is apparently in relation and/or hired fire monkeys to be the technical support team for the EA game. Firemonkeys has told me they are not responsible for refunds. Sims Freeplay is an EA game and therefore EA should take responsibility or contact their technical support team with firemonkeys. EA may not have access to firemonkeys tools but EA should have access to the firemonkeys employees that were hired to handle technical support for the EA game.
Final Business Response /* (4000, 9, 2016/03/08) */
Hello [redacted],
Thank you for updating us with our customers concerns.
As advised in our first contact we are unable to assist the customer and can only ask that she speak with the Firemonkey Team directly as we are unable to view any of her account information, nor do we have any tools to assist her.
We do apologize for any frustration this may cause.
Thank you.
[redacted],
EA Customer Relations.

Initial Business Response /* (1000, 5, 2015/10/06) */
Hello,
Thank you for passing [redacted] concerns of this customer along to us.
We have reached out directly to them via our internal support process to address their concerns with them, and work towards a resolution of this...

case.
Regards
[redacted]
EA Customer Experience
Final Business Response /* (4000, 8, 2015/10/19) */
Hello
We have reached out directly to this customer via our internal support process to address their concerns with them, and this issue should now be resolved.
Regards
[redacted]
EA Customer Experience

Initial Business Response /* (1000, 5, 2015/11/03) */
To whom it may concern,
I have reached out to this customer and will be communicating with him directly to discus the concerns raised.
[redacted]
Electronic Arts Customer Experience
Initial Consumer Rebuttal /* (2000, 7, 2015/11/04)...

*/
(The consumer indicated he/she ACCEPTED the response from the business.)
Although EA's customer support is abysmal and EA Origin is not my preferred service by any means, I am very satisfied with the quick and personal response I got from them after going through this much trouble. They were direct and friendly. This is what I would hope interacting with EA in the future will be like. Past issues aside, I am satisfied with the help I have received in the past 2 days.

Complaint: [redacted]I am rejecting this response because: I was talking to the person the entire time...they simply ended the chat after I did all the required steps. best buy won't refund an opened game, which EA well knows. the problem isn't in the disc but rather in the software, which EA also knows from the amount of complaints they are receiving. I simply want a product that works or a refund.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: The chargebacks were filed because of a mistake by a customer service rep who took content out of my account and never gave a proper refund. EA sees this as a chargeback which I refute. Had they trained their staff properly we would not be in this predicament.   Furthermore, there was no one to actually talk to about this issue until a Revdex.com complaint was filed.  The company refused through their own customer service to redress the issue.  I stand by my decision as the company at every corner has punished me the customer instead of trying to come up with a mutual resolution.  If you continue to take this stand, I'll consider this not resolved permanently. Sincerely,[redacted]

[redacted] code that was redeemed is a single use code that can only be applied to one account/[redacted] ID, and it cannot be shared with o[redacted]r users on [redacted] console. 
Battlefront 2 Disclaimer: [redacted]
"Access to [redacted]:...

[redacted] may require a single-use redemption code, which expires December 31, 2019."

Initial Business Response /* (1000, 6, 2016/03/04) */
Hello Revdex.com,
We have reached out to this user and verified his claim of missing items.
Kind regards,
[redacted].
Initial Consumer Rebuttal /* (3000, 8, 2016/03/09) */
(The consumer indicated he/she DID NOT accept the response from the...

business.)
My claim has been partially verified. I have not received satisfactory compensation for the problems that I have encountered.
Final Business Response /* (4000, 10, 2016/03/11) */
Hi Revdex.com,
We have informed this user that his claim has been investigated by our support and the outcome was shared with the consumer.
We will not review this any further.
Kind regards,
[redacted].
Final Consumer Response /* (4200, 12, 2016/03/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The outcome that was shared with me, was not a viable solution. If I paid $100 for something and expected to get 100% of what I paid for, that is acceptable. Basically what this comes down to, is that EA has accomplished only 30% of a logical resolution with the material they have provided.

Initial Business Response /* (1000, 9, 2015/10/20) */
Hello Revdex.com,
Thank you for sending this on to us, I will reach out to the user and work towards a resolution with him on this.
Kind regards,
[redacted].
Initial Consumer Rebuttal /* (2000, 11, 2015/10/21) */
(The consumer indicated he/she...

ACCEPTED the response from the business.)
[redacted] has stated he will try to resolve and if he cannot a refund will be issued. I would rather the resolution of my information/teams restored due to significant amount of time and energy put into applicaton however if not possible, compensation for purchases totaling approx 3,000.00 is acceptable.
All I request is an approximate time this repair/resolution will take
Final Consumer Response /* (3000, 19, 2015/10/23) */
My middle ground offer to Electronic Arts in regard to the above dispute would be a reimbursement in the amount of $2,750.00
Again I do not wish to communicate with EA anymore as the, one-a-day emails and terrible support/service is beyond frustrating. As stated to them via email, if the requested [redacted] or middle offer [redacted] isn't agreed upon I will plan on taking legal action as it was agreed upon via email from EA they would correct this issue and if unable they would issue reimbursement

Initial Business Response /* (1000, 5, 2015/12/16) */
Greetings,
Many thanks for your report.
I was very sorry to hear of this customer experience and do hope a resolution can soon be found.
I will now contact this customer directly via email and take personal responsibility of this...

matter.
Thank you for your time and I look forward to a swift resolution.
Kind regards,
[redacted],
EA Customer Relations World Wide Customer Experience.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been contacted by [redacted] T from EA Worldwide Customer Experience. Unfortunately [redacted] couldn't help me receive my account back, and thus I can't connect to my account. [redacted] advised me to wait as he was saying that my account is being analyzed, but he couldn't say why it is being analyzed, or when will I get it back. therefore I didn't receive any help in the matter in hands, I would highly appreciate it if Revdex.com could contact EA again, and maybe help me receive my Fifa 16 Ultimate team account back.
Final Business Response /* (4000, 9, 2015/12/28) */
Greetings all,
Many thanks for your update.
This account matter is currently being addressed by my colleagues in a specialist department. It is my understanding that [redacted] is fully engaged with the team regarding this account discussion at this time.
Thank you for your time and understanding.
Kind regards,
[redacted],
** Customer Relations World Wide Customer Experience.

Complaint: [redacted]I am rejecting this response because:TOS does not give any proof of the ban whatsoever.
so I dont agree with your response, this is the worst customer service, never buying a product from you again either "FIFA 18"
Sincerely,[redacted]

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. Sincerely, [redacted]

This player's account has been re-reviewed by the Terms of Service and Fifa teams, and we have confirmed the violation occurred. Due to this we will not be overturning the action taken on the account.

Complaint: [redacted]I am rejecting this response because:
EA's helpdesk is horrible.  Questions are rarely answered and of they do respond, it's usually a link to something that has nothing to do with your issue.  MY concern is different in that it had to have been someone that works for, or is affiliated with, EA, as they are the only ones with the access to change things within the game.  Of course they want me to submit a helpdesk request because they know it'll just go into the great beyond and they hope I'll get frustrated and give up like most people do.  I reject their response and ask that someone CALL ME, since EA allowed this tampering of my account.  This is not a small thing, because the next time someone accesses my account without permission, who knows what they will do.  No. Reject.
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/07/08) */
We have reached out to the player to discuss the issue but have not heard back since our first contact. Should the player still need assistance, they are welcome to reach back out to us and we can confirm they are able to contact us with any...

further issues.
Electronic Arts
Worldwide Customer Experience

We have looked over the players account and found that not only were warned but they have purchased coins 7 times. After further review we have decided to ban the players FIFA online play entitlement. 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: https://help.ea.com/en-us/help/account/information-about-banned-or-suspended-acc...⇄ /> EA Help

Complaint: [redacted]I am rejecting this response because:
The message you (the Revdex.com) forwarded from EA unfortunately did not answer any of the questions I have nor did it solve my problem. I have already emailed the 'specialist' Terms of Service team at the email address [redacted] The reply I received stated that after another 'investigation', they had come to the conclusion that my account had broken one of the hundreds of rules included in their terms of service. Which rule that was they apparently still cannot tell me. I find the treatment I have received from them extremely disheartening. As someone who has played and hugely enjoyed the Ultimate Team feature of FIFA since it was introduced in 2009, I am deeply saddened to not only be banned from playing anymore, but also to be accused of cheating or breaking the ToS. I would be very grateful if they you could again re-consider the decision to permanently suspend my account.
Kind regards,
[redacted]

Complaint: [redacted]I am rejecting this response because: I already did what the merchant mentioned 3 times. They fail to provide a reason or evidence. I have also requested calls from management with no response. 
Sincerely,[redacted]