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.

  209 Redwood Shores Pkwy Redwood City, CA 94065-1175

• 

  Electronic Arts, Inc.

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

• 

  PopCap

  800 5th Ave Seattle, WA 98104

• 

  Electronic Arts, Inc.

  ------- (TRAVIS) Austin, TX 78758

• 

  Electronic Arts Canada

  4330 Sanderson Way Burnaby, BC V5G 4X1

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:05/27/2025

  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.

  Hello there, My name is ***** ******* and i'm seeking help overturning a wrongful ban in EA's video game, FC25 Ultimate Team.Last saturday, 5/24/25, FC25's anti-cheat algorithm/AI banned me for coin distribution. The Ultimate Team game mode has an in-game currency and marketplace, and said currency can be bought and sold for real world money through shady means.I did not buy or sell Ultimate Team coins! I'm greatly aware of the risk that comes with buying and selling coins and am proud to play the game cleanly and to earn my rewards. Therefore, It's frustrating to lose access to the game, to lose access to my progress and hard earned rewards, because of a mistake their anti-cheat system made.Ultimate Team has a weekend competition name FUT Champions, where players compete against one another for rewards. The more you win, the better rewards you receive.I had my best win record last weekend, and therefore received better rewards than usual. I listed many of these earned rewards for sale on the games marketplace because they didn't fit my team. If I had to guess, I believe their system automatically flagged my account for selling too many rewards on the marketplace too quickly. Frankly, I don't quite understand what part of me selling my rewards was miscontrued as coin distribution.Also, the email i received notifying me of my ban had troubling verbage, stating that their anti-cheat ai/algorithm is a "trade secret" and as such, they have no reason to provide proof/examples of the coin distribution. I've attached a screenshot of the original notification, of my appeal, and of their followw-up rejection of my *************************'s scary that players can be banned that bluntly without explanation or tact, and i'd greatly appreciate your help overturning this wrongful ban.Thank you!-Diego

  Business Response

  Date: 05/28/2025

  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: 05/28/2025

   
  Complaint: 23384616
  
  I am rejecting this response because:

  There is no new information for me to provide other than my word.

  I did not distribute coins and I'm worried that EA and FC25's automated system is circular in nature and will redudantly reject an appeal because it already decided I wrongly deserve to be banned.

  I'd greatly appreciate it if they could have an actual human being look into this, as the initial complaint states that their system made a mistake, and it'd be unreliable to continue to use said system to file another appeal. 

  I sincerely think if they have a person look into the transactions the system flagged, they'd see that I was merely selling my rewards on the market for fair prices like everyone else does.

  Again, I haven't bought nor sold coins for profit and hope someone can help on their end.

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

  Business Response

  Date: 05/29/2025

  Thank you for raising your concerns with us. 
  
  Were unable to discuss account details without verifying the account holder, however we've reviewed the account and the action taken was due to a violation of our Terms of Service and the conclusion provided directly to the account owner.
  
  We regret that we cannot assist through this channel nor can we overturn the violation. 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.
  
  For more information on how to contact their team and on why actions may be taken, please visit our article on EA Help: **********************************************************************************************************;
  
  Thank you,  
  Electronic Arts 
  EA Help

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23384616
  
  I am rejecting this response because:

  EA's responses are circular in nature and aren't very helpful.

  I didn't breach the terms of service, I never distributed coins. Period.
  

  Unfortunately, I don't have recorded footage of my gameplay, my reward pack opening, and my listing of items of the market. 

  That said, I shouldn't have to play the game with the ******************** that I'd have to keep record of everything I do in case I get wrongfully, and randomly, banned. 

  Thanks for your help BBB! I hope you can see how redundant and unhelpful this experience has been on EA's part. 

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

• Initial Complaint

  Date:05/27/2025

  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 am currently unable to access my EA Games account on which I have purchased several expansions for a game I purchased and downloaded. The email on the account is one I am no longer able to access so I cant use the verification method provided by online support to fix the issue. Due to inactivity (because I couldnt access the email to reset my password) my account was ***************************. I have contacted their chat advisors several times trying to gain a resolution and they have been extremely unhelpful and refused to give me an email or phone number to rectify this situation. I am perfectly fine with another resolution if I cant have access to my original account. I would take store credit so I could replace my games; I would take a refund so I could repurchase the games on my new account; I would take them transferring the games to my new account; I would take linking my two accounts so I can access my purchased content. To be clear, this content was purchased with actual money, not account credits or ********************** credits. One of the games was one I had to purchase a code for (from a physical store not their online store) when it originally came out and use the code to access the game. The game was The **** 4 and cost $40 at the time, so I have included that in the amount requested below. In total, I purchased $335.32 of content, plus the $40 game, for a total of $375.32. I did some research online and this seems to be a wide spread issue with many many people. So how many times has EA Games forced users to repurchase games simply for being locked out of their account? How much money has EA pocketed using this scam? I have included a photo of all of the order numbers, order dates, and order amounts. I can provide itemized receipts for each purchase as well.

  Business Response

  Date: 05/28/2025

  Thank you for raising your concerns with us. 

  
  We've reached out to the customer to address the issue. For any other issues or concerns, we welcome them to contact us at *************************** and well be happy to assist.

  
  Thank you,  
  Electronic Arts 
  EA Help 

• Initial Complaint

  Date:05/27/2025

  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.

  My EA account was hacked and no matter how much I tried to tell EA that I dont play on PC and only on PlayStation and sent data proving that they still will not unban my account. I have put in way too much money and time into this game to have a hacker ruin it.

  Business Response

  Date: 05/28/2025

  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: 05/28/2025

   
  Complaint: 23383508
  
  I am rejecting this response because: did provide my data from the date it was stolen and banned and it was still rejected by the team. I do not play on PC and never have played on PC. If you can prove that it was on PlayStation then I would like that information because I never received any emails or information that it was being banned. 
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 05/29/2025

  Thank you for raising your concerns with us. 
  
  Were unable to discuss account details without verifying the account holder, however we've reviewed the account several times and the action taken was due to a violation of our Terms of Service and the conclusion provided directly to the account owner.
  
  We regret that we cannot assist through this channel nor can we overturn the violation. 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.
  
  For more information on how to contact their team and on why actions may be taken, please visit our article on EA Help: **********************************************************************************************************;
  
  Thank you,  
  Electronic Arts 
  EA Help 

• Initial Complaint

  Date:05/27/2025

  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.

  Unjust Account Ban by ********************************************* Due to ************* Inaccuracies I am filing this complaint against Electronic Arts (EA) for an unjust account ban in Apex Legends. This ban is based on demonstrably false and contradictory data within EA's own systems, proving a severe lack of data ************ EA Data Subject Access Request (08-May-2025) lists "Titanfall3PC" as an active entitlement. Titanfall 3 does not exist, and I do not game on PC. This is a clear data fabrication.The report also claims "Apex Legends XBOX CROSS PLATFORM" activity. However, my EA account settings explicitly show "Not linked" to Xbox, and an older EA report (********) confirms an Xbox link was "DELETED" in 2022. This is a direct contradiction.Furthermore, the report includes an "ACTIVE" "BF1PS4" entitlement that was never present in prior data, despite my minimal past play. An older report also shows an "ACTIVE" "ps3" entry from 2018, though I have never owned a ****** **************** shows zero Apex Legends gameplay, making EA's "cross-platform" claim for Apex highly suspect. My login history is missing the entire year of 2023, indicating severe data gaps. Even my online ID, updated in my profile, still displays the old ID in-game, showing critical system desynchronization. Lastly, entitlements are listed as "ACTIVE" despite my account being banned, a clear internal inconsistency.I have attempted to resolve this directly with EA multiple times, providing this evidence, but my appeals have been denied, with their latest response stating no further action will be taken.These pervasive, provable data errors mean any ban based on such unreliable information is unjust. I seek immediate account reinstatement, correction of all inaccurate data, and full access to my purchased content.

  Business Response

  Date: 06/09/2025

  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: 06/11/2025

   
  Complaint: 23376367
  
  I am rejecting this response because:

  I have went thru the dispute process many times already with no success. In regards to giving any sort of transparency they only give automated responses. Going thru my data and seeing substantial amount of incorrect information I've told them repeatedly about it to which they have done nothing as well as the dpo. How is a ban effective if the account is still active? How can you ban someone if the platform given on the data is one they do not own? How is game that doesn't exist even on there? Fabricated games and missing logins amongst other things suggest there is a flaw with their data collection. 

  
  Sincerely,
  
  ******** Dallas

  Business Response

  Date: 06/12/2025

  Thank you for getting back in touch with us with your concerns.
  
  We reviewed the account and the activity that triggered the sanction in which violated the rules as stated by the Terms of Service including an investigation regarding the actions mentioned.  We regret that we cannot assist through this channel nor can we overturn the violation here. 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.
  
  For more information on how to contact their team, please visit our article on EA Help: *****************************************************************************************************
  
  What rules that the game follows is the following:
  *******************************************************************************************************
  
  
  Thank you, 
  Electronic Arts
  EA Help

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23376367
  
  I am rejecting this response because:

  
  The sanction on my account I believe was for something related to my club name and a tag of which the game allowed me to create when clubs were first introduced to the game; and I think you're referring to the online ID as the ********************** behind the ban. Aside from the multiple inaccuracies in the data, there is little to no transparency at all in the matter. I don't understand how you ban an account that you don't even have the correct information on and the lack of correcting it as such is highly unprofessional. I understand that keeping track of everything and everyone playing this game is enough work already, there are plenty of highly toxic players and those with outright offensive names. Being reported because the other player has lost but not only that being reported because they lost to female is blatant discrimination, and I have reported MANY times when someone was being offensive and using hate speech to which nothing ever happened. 

  Sincerely
  
  ******** Dallas

• Initial Complaint

  Date:05/27/2025

  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.

  Dear BBB Customer Service,Hello, there is a serious ban issue with my EA account.The most important issue is that my account shows a ban on June 13, 2024. However, I still played my EA games, APEX, in January 2025. Until one day, my account couldn't play and prompted a ban. I checked and found the ban on EAhelp, which showed June 13. So I got in touch with the EA team for feedback, but EA didn't carefully check my account. Their responses were always very prompt. I hope you can ask the EA team to check my account *********************** of leaving it to AI for review. I want to know why my account was suddenly banned after it had been lifted?Here's the situation. Around mid-May, EA's accounts experienced a global BUG ban incident. Not only were many well-known self-media practitioners banned, but also some professional players. Of course, the majority were ordinary people like us, and no bans could be found on the official website. We have contacted EA's customer service, including the official staff of EA. They stated in the announcement: This is a global BUG. The technicians are fixing it, which will take about 20 days. However, I did nothing. Eventually, my account was lifted from the ban. So I have been playing my account all along. But recently, my account suddenly couldn't be played. No matter how I checked the account, there was only one ban on June 13th.I found that there were some off-site logins for the account:The 2024-05-03 T15: thereof. 354 z : : FFFF: ************ 2024-05-03T15:51:29Z The 2024-05-03 T15: you. 867 z : : FFFF: ************ 2024-05-03T15:47:48Z I request EA to check them. Meanwhile, I guarantee that I have never used any cheating behavior and have never attempted to obtain game competition through other means. I am an old player and I have played for over a thousand hours. Please help me. Thank you for your patience. Thank you!

  Business Response

  Date: 05/27/2025

  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: 06/01/2025

   
  Complaint: 23380571
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 06/03/2025

  The key point is that my account was banned on June 13, but I had been playing for nearly half a year before my account was banned
  
  Here's the situation. Around mid-May, EA's accounts experienced a global BUG ban incident. Not only were many well-known self-media practitioners banned, but also some professional players. Of course, the majority were ordinary people like us, and no bans could be found on the official website. We have contacted EA's customer service, including the official staff of EA. They stated in the announcement: This is a global BUG. The technicians are fixing it, which will take about 20 days. However, I did nothing. Eventually, my account was lifted from the ban. So I have been playing my account all along. But recently, my account suddenly couldn't be played. No matter how I checked the account, there was only one ban on June 13th.
  I found that there were some off-site logins for the account:
  The 2024-05-03 T15: thereof. 354 z
  : : FFFF: ************
  2024-05-03T15:51:29Z
  The 2024-05-03 T15: you. 867 z
  : : FFFF: ************
  2024-05-03T15:47:48Z

  Business Response

  Date: 06/03/2025

  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:05/27/2025

  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.

  This company cannot provide you with any services. They have lost their sense of justice. [****************************] Take a look. I uploaded a video to ******* of the moment my account was banned. From the video, it's crystal clear that I didn't engage in any rule-breaking conduct. You can even see how happily I was laughing while playing the game at the time. But soon my laughter faded. My account was inexplicably banned on the charge of cheating. I appealed so many times and sent countless ban dispute messages, but all were rejected. No one has intervened or investigated at all. If you watch my recording, can you point out where I violated the rules? I've spent ***** hours playing Apex Legends and invested over $2,000. Is this my final outcome? Doesn't anyone guarantee the money I've invested over the years? In any store or company, after I spend thousands of dollars, they at least smile at me. Yet they banned me without distinguishing right from wrong, without any explanationwhat exactly did I do that was suspected cheating? When I filed a SAR request, their privacy team only told me that the ban decision is considered a "trade secret" and they can't disclose any details. I've tried many times but haven't received an effective solution. I suggest renaming help.ea to nohelp.ea because you can't find any help there at all. They're covering up their mistakes, and even if they ban someone by mistake, they can use the excuse of "trade secrets" to fob people off. Players have no right to know anything. Guess whatthey will definitely tell me in the comments: [The only way to dispute a sanction is to submit an appeal on the EAHELP website] XD Bro, yes, it's a never-ending cycle because on EAHELP, players' fates are entirely in EAs hands. Anyway, I'm considering filing a class-action lawsuit. Are there any players who have had the same experience as me? Let's unite (cheaters need not applyonly if you truly haven't cheated or violated rules)

  Business Response

  Date: 05/27/2025

  Hello,

  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.

  Kind regards,

  EA Help
  
  

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23380390
  
  I am rejecting this response because:

  Which document or data supports this decision? No one can answerwhenever asked, it's labeled "trade secret." Hehe. How many times have I submitted ban disputes and even a SAR (Subject Access Request), only to receive redacted data. The only response? "You violated the rules." Butthere is no data to support this claim, and all my gameplay logs and in-game behavior records are completely invisible, leaving players completely in the dark. Even if their internal team makes a mistake, they can double down and cover it up under the guise of "trade secrets"players will never be told the truth. This is hegemony.
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 06/06/2025

  Hello,
  
  Thank you for getting back in touch with us. As previously mentioned, the action taken on the account was due to a violation of our Terms of Service, and the case has been reviewed. The outcome was communicated directly to the account owner. If there is any new information the player would like to provide for reconsideration, they will need to reach out directly to the EA Terms of Service team for further review.
  
  Kind regards,
  
  EA Help

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  my account was banned completely. the reason given was hate speech towards another player. this is not true. in the chat provided as evidence it is clearly written that I am referring to the football team and not the person and I am writing in general. Due to incorrect verification I was denied the ability to use all games and services on my entire account for which I have paid a lot of money over time. please help.

  Business Response

  Date: 05/27/2025

  Thanks
  for the message.
  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 here. 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.
  
  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: 05/28/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  Bogumil K******

• Initial Complaint

  Date:05/26/2025

  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.

  As many EA game players, we write this letter of complaint with great frustration and anger. Recently, EA's anti-cheat system had a serious anomaly, resulting in a large number of innocent players' accounts being banned, which has caused great damage to many players. In the past period of time, many players in the normal EA's various games, without warning received the account was banned notice. These players did not break any rules during the game, nor did they use any cheating methods. They range from veterans who have spent a lot of time crafting their characters and worlds to newcomers who have just stepped into the world of EA games. However, the anti-cheating system indiscriminately blocked their accounts, making it impossible for them to continue to enjoy the game, and their previous investment of time, energy and possibly money was wasted.

  Business Response

  Date: 05/27/2025

  Hello,
  
  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.
  
  Thanks,
  EA Help

• Initial Complaint

  Date:05/26/2025

  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.

  Dear BBB Customer Service,Hello, I need you to help me handle the issue of my EA account being banned.The most important thing is that my account has sought feedback from EA's official channels three times in a week, but each time it was rejected quickly. I have reason to suspect that my account has not undergone manual review. It seems that it has been reviewed by EA's robot three times. I request you to have the EA team carefully check my account and regarding the ban, I have two questions that I need your help to give feedback to EA.The first one is that the account was banned and leaked without being logged in.Before the ban, my account had not been logged in for nearly two months. The last time I logged in was probably on March 26th. However, my account was stolen on April 16th. At the same time, someone changed my account password and information. I guarantee that hackers attacked my account.And I have retrieved my account through the online customer service. This is my ************************** retrieval Case number. You can check Case #*********. And there are multiple suspicious login ips for the account, namely ******-AU-2160, okyo-JP-135-0041, MU.I don't know if it was because I accidentally clicked on a phishing website, but I didn't know which one was a phishing website. This might be the reason for the account leak.The second suspicious reason for the ban is Meanwhile, I found on the ban list of the DC channel that one of the banned ids was my ********************** friend. I played a few games with him. I wondered if this was the reason for the ban, but I was unaware that he had violated the rules in the game. I request the team to provide feedback on this issue.Finally, I need to state that my account has recharged ***** US dollars. I have invested ***** hours of gaming time in ****. I request the team to check my IP address and match records.Thank you for your patience and inspection!

  Business Response

  Date: 05/27/2025

  Hello,
  
  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.
  
  For more information on how to contact their team, please visit our article on EA Help: *****************************************************************************************************
  
  Regards,
  EA Help

  Customer Answer

  Date: 06/01/2025

   
  Complaint: 23377676
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ****

  Customer Answer

  Date: 06/03/2025

  I have two points that I hope the team can verify for me
  
  Because I accidentally clicked on a phishing website, but I didn't know it was a phishing website, my computer crashed. After I restarted and cleaned up, I felt there was no problem. However, in the following days, my email showed different login records, some from abroad and some from *****. Then I changed my email and protected it with a password. But in the end, I still received a banned email. After my careful examination, I found that my changes did not successfully protect my account. My account has always been logged in by people other than me, and they are all addresses unknown to me.
  loginLog
  
  ******-AU-2160
  
  ************
  
  The 2025-03-26 T17: then. 612 z
  
  SUCCEEDED
  
  loginLog
  
  *****-JP-135-0041
  
  **************
  
  The 2025-03-26 T17:04:05. 732 z
  
  SUCCEEDED
  
  loginLog
  
  ******-AU-2160
  
  ************
  
  The T16 2025-03-26: in 519 z
  
  SUCCEEDED
  
  loginLog
  
  MU
  
  **************
  
  The 2025-03-26 T03:57:42. 724 z
  
  SUCCEEDED
  These are not my personal addresses. Please help me check and protect my EA account. I need you very much. I don't know what else I need to do to ensure that my account is not hacked.
  
  Meanwhile, I found that one of my EA friends was on DC's ban list. I played a few games with him. I wonder if this was the reason for his ban, but I was unaware that he had violated the rules in the game
  
  I really haven't done anything. You can check my account. You can verify my match information and computer machine code. I guarantee that I haven't performed any illegal operations in the game. Also, my account has recharged ***** US dollars through steam. I have played APEX for ***** hours. Please consider the above situation and then check my account. Thank you for your patience and inspection!

  Business Response

  Date: 06/04/2025

  Hello,
  
  After reviewing the account, we found a violation of our Terms of Service, which led to the action taken. This has been resolved, and the outcome has been communicated directly to the account owner. If the player wants to contest the action with any new information, they should reach out to the EA Terms of Service team directly.
  
  For details on how to contact the team, please refer to our article on EA Help: *****************************************************************************************************
  
  Regards,  
  EA Help

• Initial Complaint

  Date:05/26/2025

  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.

  As many EA game players, we write this letter of complaint with great frustration and anger. Recently, EA's anti-cheat system had a serious anomaly, resulting in a large number of innocent players' accounts being banned, which has caused great damage to many players. In the past period of time, many players in the normal EA's various games, without warning received the account was banned notice. These players did not break any rules during the game, nor did they use any cheating methods. They range from veterans who have spent a lot of time crafting their characters and worlds to newcomers who have just stepped into the world of EA games. However, the anti-cheating system indiscriminately blocked their accounts, making it impossible for them to continue to enjoy the game, and their previous investment of time, energy and possibly money was wasted.

  Business Response

  Date: 05/27/2025

  Thank you for raising your concerns with us. 
  
  At EA, we exist to inspire the world to play. Part of making play fun is ensuring that our players can express themselves in a safe and fair community. Weve put a few rules in place to make sure that happens.
  
  The below links outlines these rules and how certain reports are handled, the first link also has a redirect to our EA User Agreement and Positive Play Charter:
  
  *************************************************************************************
  
  **********************************************************************
  
  We regret that we cannot assist through this channel nor can we overturn the violation. 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.
  
  For more information on how to contact their team and information about bans, please visit our article on EA Help: **********************************************************************************************************;
  
  Thank you,  
  Electronic Arts 
  EA Help