Electronic Arts

Complaint: [redacted] I am rejecting this response because: The game advertises between to shards per packI bought around and I got only or in rare cases piecesThe company claims that is between and so I got what I was promisedWith the same effect they can advertise between and and still claim that is withing the rangeI have tried to explain multiple times that this is a scam and they refuse to understand or do anything about itThe matter is not resolved and it doesn't seem it will be In one of their responses they claim that I received shardsAgain 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 and

To whom it may concern, We have reached out to the consumer in regards to this matter, and we have provided them with information and troubleshooting steps to resolve the issues they have encountered Regards, EA Customer Relations | World Wide Customer Experience

This query is in regards to a violation of the Terms of Service agreement, which all players agree to when playing EA Games onlineThese violations are taken very seriously, and action will be taken against an account that violates these Terms If you feel this was made in error, you can contact the Terms of Service team directly to dispute the action at [email protected] (be sure to include your registered email and Gamertag/ID)If this was not made in error, the sanction outcome will not be removed or changed Please note that EA Help and Customer Support cannot assist with Terms of Service queries and these must be directed to the appropriate team as mentioned aboveThank you for your understanding For more information, please see our Help article: https://help.ea.com/en-us/help/account/information-about-banned-or-suspended-acc...⇄

Initial Business Response / [redacted] (1000, 10, 2015/07/29) */ We've followed up with the customer regarding this complaint, and worked with them to address their concerns as wellThe customer has been provided with details about how they can contact us in the future should they need assistance again, and we'll be happy to help if we hear from them in the futureThank you Sincerely, EA Customer Support

Given the sensitive nature of this issue, we have a dedicated team who is tasked to address such mattersCustomer Support does not have an estimated time for when the investigation will be completedWe will be in contact to let them know the outcome of the investigation once it has been completed

Greetings, Many thanks for your report regarding this players experience with FIFA I have contacted this player directly and advised them on their best current course of action Thanks for your time and understanding in this matter Kind regards, -George T– Customer Relations -EA Help |

Initial Business Response / [redacted] (1000, 5, 2015/12/21) */ Hi Revdex.com, Thank you for sending this over I will reach out to the customer and assist Kind Regards, [redacted] W EA Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Not as of yetI received an email yesterday from [redacted] WRequesting contact information along with account information for Electronic ArtsAll information he requested was providedDid not receive a call nor email following up todayHis email states he's available M-F 9am-6pm gmt yet did not leave a phone number to contactElectronic Arts help line is a recording with no option to speak to a live personThanks Final Business Response / [redacted] (4000, 9, 2015/12/30) */ Hi Revdex.com, I have been in touch with the customer and we are working towards a resolution Kind Regards, [redacted] W EA Customer Relations

We have responded to the customer and the issue has been addressed Should the customer have any other questions or issues, they are welcome to contact us at help.ea.com and we will be happy to assist Electronic Arts Worldwide Customer Experience

Revdex.com:I have reviewed the response made by the business in reference to complaint ID 12246518, and find that this resolution is satisfactory to me The one caveat here is that the solution was to put a note in my account to issue me a credit once my game releasesI am assuming there will be no problem with obtaining that credit but won't know until October or November for sure.Sincerely, [redacted]

We are currently attempting to walk the player through contacting support so the studio can provide supportWe have yet to receive a reply from the playerOnce we have received a reply we will insure the studio works directly with the player on their concerns Electronic Arts Worldwide Customer Experience

Complaint: [redacted] I am rejecting this response because: I have taken the matter up with the Terms Of Service team but no solution was provided, they quite rudely said there’s nothing they can do about it over the phone and also, do not see these allegations as what they truly are; falseI followed all terms of service and did not dustribute coins by any meansI am fristrated that all my hard work on the game has been mitigated by one company not willing to see how their player has not broken the rules and is simply good at using the market to make coins.Sincerely, [redacted] ***

Greetings all, Many thanks for your updateAs mentioned to the player and given the sensitive nature of this issue, we have a dedicated team who is tasked to address such mattersShould you believe this account action to be incorrectly applied or have some additional information regarding this matter, please email " [redacted] "Additional information regarding this process can be found by following the link below[redacted] Customer service are not in a position to expedite or affect Terms of Service investigations so contacting the [redacted] would again be the best and our recommended course of action.Thank you for your time and understanding in this matter.Kind regards,- [redacted] – Customer Relations -EA Help |

Initial Business Response / [redacted] (1000, 5, 2015/05/11) */ Dear [redacted] , Thank you for getting in touch We have now reached out directly via the email address provided to address this issue Kind Regards, EA Worldwide Customer Experience Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) I would like thank You Revdex.com and EAMy case was resolved in one work day! I have full access to my account againThank you very much!

As previously advised, unfortunately we are unable to assist with Terms of Service queries through this channelCustomer Support is not in a position to provide details, discuss, or overturn any action taken on an account due to breach of Terms of ServiceIf you require more information about the violation, please contact Terms of Service directly to request this specifically and await their responseWe sincerely apologize if there is in any delay, and ask for your patience while they address your query

Hello, We've reached out to the customer directly about this issue, and we'll continue working with them to reach a solution Thank you! - EA Help

Initial Business Response / [redacted] (1000, 5, 2015/12/22) */ To whom it concerns, Thank you for bringing this matter to our attention We have contacted the customer directly to inform him of the reasoning behind his FIFA account access issues Warm regards, [redacted] EA Customer Relations World Wide Customer Experience

Initial Business Response / [redacted] (1000, 8, 2016/01/08) */ Hello Thank you contacting us regarding thisWe have reviewed this case at the highest level, and are satisfied that the sanction applied was correctAs such it will not be possible to fulfill this customer's request We have reached out to them through our internal support tools and notified them of the result of the review, and received no response

Complaint: [redacted] I am rejecting this response because: no attempt at an actual resolution has been madeSincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Given the money and hours I've spent on the game, I find it completely unfair that everything I have worked for throughout the year was taken away from me due to something I did not doI told EA, everything that I did regarding to the game and explained to EA that I did not in FACT buy coins yet EA does not give my items in game back Sincerely, [redacted]

To whom it may concern,Many thanks for sending this players concerns to us.From the player’s report, it appears the player is describing a series of Coin Distribution trades and while we are not in a position to comment on account actions; these sorts of trades are strictly against our games Terms of ServiceGiven 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 mattersShould you believe this account action to be incorrectly applied or have some additional information regarding this matter, please email the following address:[email protected] information regarding this process can be found by following the link below:https://help.ea.com/en-sg/help/account/information-about-banned-or-suspend...⇄ you for your time and understanding in this matter.Warm regards, [redacted] – Executive & Customer Relations