Wholesale Video Games
Electronic Arts, Inc.Headquarters
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Important information
- Customer Complaint:
BBB’s business profile for EA Sports, Inc. was created in August 1985. A review of complaints state concerns of players' account termination and restriction.
BBB recommends users to be familiar with their User Agreement, section 8. Termination and Other Sanctions. In addition, for more information about your ban or suspension and for ban/suspension appeals, please visit My Ban History.
For additional support options, please visit EA Help.
Complaints
This profile includes complaints for Electronic Arts, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4,297 total complaints in the last 3 years.
- 1,234 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/01/2025
Type:Customer Service IssuesStatus: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 write this appeal letter with a heavy heart and annoyance, and I beg you to review and unblock my game account. My EA account was blocked due to hackers' intrusion into my account, which caused me great pain and distress. EA games are not only my favorite games, but also an important way for me to keep in touch with friends and relax. Losing it, I feel that a part of my life has been deprived.The cause of the matter is this: my EA account was unfortunately hacked. I can clearly see that there are abnormal login records, and since then, there have been many activities on my account that I did not perform. After the hacker stole my account, he may have performed improper operations, resulting in the ban. I feel very upset and helpless about this result, because it is not my fault at all.I request EA to investigate the login records and game activities of my account. All activities during that period were not carried out by me, but by hackers. I can provide the necessary evidence and information to help you confirm my statement. For this reason, I have sought EA company for several complaints, but I am disappointed with the unprofessional and perfunctory behavior of EA in this matter, because they do not know how to treat their game users well. I want to make a serious complaint to ************************* a loyal EA player, I have invested a lot of time and money in EA's game platform. I have purchased many games and have always strictly abided by the rules and codes of conduct of the games. After get off work every day, I play EA games with my friends. This period of time is an important time for me to relax and relieve stress. Now because of this unexpected ban, I have lost all of this, which is a huge blow to me. Therefore, I want to use the help of BBB to protect my legitimate rights and interests in EA games. As an honest player, I urgently need your help to get my EA account unblocked as soon as possible.Business Response
Date: 05/02/2025
Hello,
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 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 HelpInitial Complaint
Date:05/01/2025
Type:Billing IssuesStatus: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.
To: Better Business Bureau Subject: EA Double Banned My Hacked ***************** GDPR Dear BBB Team,I am ***** ***** ******** (contact: **************************** a victim of EA's negligence. My account was hacked, banned twice in 24 hours, and my legal rights crushed. Here are the facts:1. April 28, 2025 - Hack & First Ban At 10:52 AM UTC, EA banned my account claiming "cheating." The real culprit? A hacker from *********** who accessed my account while I was working. I immediately:Sent GDPR Article 15 requests for evidence ([Attachment 1]).Provided hackers IP logs ([Attachment 2]).EA ignored my pleas but mysteriously unbanned me on April 29 at 10:53 AM ([Attachment 3]).2. April 29 - Betrayal in 22 Minutes Trusting EA, I reset my password at 11:33 AM as instructed. At 11:55 AM, I logged in ONLY to check my account:No matches ********* settings changed.22 minutes later: Banned again ([Attachment 4]).I demanded ********* again ([Attachment 5]) and submitted VPN proof (used since 2024 to reduce lag). EAs May 1 reply? A robotic Ban confirmed ([Attachment 6]).EAs Violations:Ignored 2 GDPR requests (30+ days overdue).Banned me for securing my account.Refuses to explain if their system mistakes VPNs for ************************* Losses:$20 in purchases.1000+ hours of ************** in fair treatment.Demands:Restore my account NOW.Release all ban data per GDPR.Investigate EAs anti-cheat flaws.Attached:GDPR Request 1 Hackers IP Proof Unban Notice Second Ban Notice GDPR Request 2 EAs Denial Sincerely,***** ***** ********Business Response
Date: 05/02/2025
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.
Kind regards,
Electronic Arts
EA HelpCustomer Answer
Date: 05/02/2025
Complaint: 23273416
I am rejecting this response because:
Sincerely,
***** Quinn ********Initial Complaint
Date:05/01/2025
Type:Billing IssuesStatus: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.
The account was stolen multiple times in a short period of time Hello, dear BBB customer service. I'm contacting you because my EA account has been seriously stolen and banned.Please give me a little time to explain the problem of my account:My account was stolen some time ago, and the verification method of my email and the bound steam was also changed. As a result, I didn't notice it until I tried to log in to my account and found that the password was wrong and I couldn't log in to my email. Only then did I realize that my account was lost. At that time, there was a problem with my account login. I checked my email and EA data and found that there were always other people logging into my account. And I'm sure these logins are not my operation. I'm not sure since when they started logging into my account.loginLog ***************************************************** The 2025-04-28 T05:44:09. 164 z SUCCEEDED loginLog Moscow-RU-****** *********** The 2025-04-28 T05:37:53. 419 z SUCCEEDED I think you should be able to easily check the changes in my account IP and login records. Please help me check the abnormal activities of my account during this period!It seems that it's because I logged in to my steam and EA on the announced computer. Although I logged out of my account, there seemed to be a virus on the computer stealing my account password. After my email and steam were stolen, my steam profile picture was changed, including my name and so on, which were changed to the names of some illegal websites. Then my EA was also stolen The most important point is that please help me explain to the team that I couldn't create a case on EAhelp. I successfully created one, then my account was unblocked, but it was stolen again. After that, no matter how I sent the case, there was no case number or reply. You can check attachment P4, and I provided proof of the suspicious account in Attachment P3Business Response
Date: 05/01/2025
Thanks for the message,
The customer has been in touch with our support and the issue has been properly addressed.
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. We welcome them to reach us again at *************************** should any other issues arise or if the player wishes to attempt to recover their account again with any new information available.
Thank you,
Electronic Arts
EA HelpInitial Complaint
Date:05/01/2025
Type:Product IssuesStatus: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 banned after EA charged me three times for a pack I bought. I tried to reach out to them to fix the charges and got no response. I went through ****** eventually and reported a problem with the two extra charges (or I hit request a refund, I dont remember) but I left the original charge because I did get the product. Then my account was banned.Business Response
Date: 05/02/2025
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 HelpCustomer Answer
Date: 05/02/2025
Complaint: 23272148
I am rejecting this response because: How do I get in touch with EA Terms of Service team? I can't get ahold of a human...........................................................................
Sincerely,
********* ****Business Response
Date: 05/04/2025
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 HelpCustomer Answer
Date: 05/05/2025
Complaint: 23272148
I am rejecting this response because writing EA does nothing. The one person I got in touch with told me Id need to contact the Terms of Service folks but did not follow-up with how to reach them. This whole process is beyond frustrating and there is no number to call and no person I can chat with. I dont understand why the chat option vanishes when an account gets banned, that doesnt make any sense.
Sincerely,
********* ****Initial Complaint
Date:05/01/2025
Type:Billing IssuesStatus: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 writing to formally raise a complaint regarding the suspension of my EA account, which I believe was done in error and without due ********** April, my EA account was permanently banned with the reason cited as COMPETITIVE_ADVANTAGE. This was communicated to me without any evidence, specifics, or contextual explanation. I have only ever played in solo co-op mode with bots, not in public lobbies or competitive multiplayer matches, and have never engaged in cheating, exploiting, or any form of misconduct.Following the ban, I submitted an appeal through EAs ToS team. However, each time, my case was closed without any explanation, transparency, or opportunity to understand or refute the accusation. I received only boilerplate responses and no supporting evidence of wrongdoing. This lack of communication, paired with the absence of clear policy violations, raises serious concerns about the fairness of EAs ban and appeal process.I have invested significant time and money into my EA account and expect fair treatment under EAs own Terms of Service. I am requesting:1- A detailed explanation of the violation I am alleged to have committed;2- Access to any evidence EA claims supports this ban; 3- A fair and transparent appeal process.Business Response
Date: 05/01/2025
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 HelpCustomer Answer
Date: 05/02/2025
Complaint: 23272105
I am rejecting this response because: the issue with the ToS team has not been resolved as they have not actually checked anything
Sincerely,
******* *****Business Response
Date: 05/02/2025
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 modes 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 HelpCustomer Answer
Date: 05/02/2025
Complaint: 23272105
I am rejecting this response because: the Terms of Service team is not looking into these issues, the forums on their own website is being filled with people being banned for no reason.
Sincerely,
******* *****Initial Complaint
Date:05/01/2025
Type:Service or Repair IssuesStatus: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.
He banned all my battlefield games, and I also rushed money into them, and I also had most of my youth, and they were perfunctory to find themBusiness Response
Date: 05/01/2025
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.
Regards,
EA Help.
Customer Answer
Date: 05/02/2025
Complaint: 23271988
I am rejecting this response because:I love that both Battlefield 1 and Battlefield 5 have been banned by you, so why don't you sanction the real cheaters instead of those of us who love the game? Last time Battlefield 5 was banned by you, I appealed, and it took me half a year to lift, this time I didn't play for a long time, I played for 1 hour, and you gave me a ban again, and the next day you gave me a ban, Battlefield was discounted, and that's how you guys? You said that you replied to me, please ask last time it took me half a year to lift, may I ask you to check it carefully? I love the Battlefield series, he has cost me a lot of time and money, do you think I need to break your agreement? May I ask?
Sincerely,
***** *****Customer Answer
Date: 05/02/2025
???????...Business Response
Date: 05/07/2025
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: 05/08/2025
??:23271988
??????,??:Where I broke your agreement, if I violated it, why would I go to appeal, you said to contact EA. I ask if your EA has read it carefully. Why don't you sanction real cheating instead of those of us who love these games, you told me to contact EA, how do you ea handle things? I don't even want to curse, your EA customer service or ******************** will handle things seriously. I will do this. Don't you see how perfunctory your team is
???,
??????Initial Complaint
Date:05/01/2025
Type:Product IssuesStatus: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.
Yesterday I upgraded my game to the **** 4 Deluxe Edition. Ever since updating, my game began to have issues. I spoke to four *****s at EA (which was very hard to find intially because you cannot chat with someone through the **** 4 section, I had to go through the **** 3 just to get an *****). The first ***** uninstalled the Deluxe Edition. Did not offer a refund (none of the agents did despite me mentioning it). The deluxe content is still in my game and I do not want it because it is ruining my file. No one can step in as a manager (is no one supervising these people??) and no IT specialists work there clearly because no one remotely came close to fixing the issue. I have spend HUNDREDS of dollars on this one game, because it is the only game I play. I have been a part of the franchise since the early 2000s. I cannot believe this is how EA treats their customers. No one fixed my issue, and their only solution was to "post it on the forum" where there's only other **** players trying to help each other. Why sell a product if you cannot manage it?? Normally, people would love to have extra content but I do not want it. Now I'm considering hiring Geek Squad to come fix a game that EA themselves can't fix? I now see why so many players complain about EA/The ****. This is a HORRIBLE company and I will never purchase anything else with them because they can't fix this glitch, nor do they have the staff to do so. Where is all the money going? Hire IT SPECIALISTS or GAME DEVELOPERS who can fix things! I have over 80+ DLC (ranging from $39.99 to $4.99 each) and over ***** hours of gameplay. I have invested so much money and time and energy in this game, you would think I would receive better treatment than this. Two of the agents disconnected from the chat with me without my consent, really poor customer service. I have never seen a business that blatantly disregards the customer as badly as ********************** does. And its not just me, but thousands who are very unsatisfied with them!!!Business Response
Date: 05/01/2025
Thank you for contacting us.
The account in question is not associated with the email address or information provided with this report. Were unable to discuss account details without verifying the account holder and welcome the customer to open a case with us at *************************** where we'll be happy to assist.
Thank you
EA Help
Initial Complaint
Date:04/30/2025
Type:Product IssuesStatus: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,I am a normal Chinese Battlefield1 ********* account's name is *********** and my email address is ***************** Just as any other player,I just play this game just for fun and never intend to break the game rule.However,EA locked my account even without any reasonable explanation!I spent my money and time on this game due to my trust for EA.But as a manager,EA is IRRESPONSIBLE and break the role made by itself!I wish you BBB could help me,a poor player to unlock my account!Best wishs for you!Business Response
Date: 05/01/2025
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. 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 HelpInitial Complaint
Date:04/30/2025
Type:Billing IssuesStatus: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 filing this complaint against Electronic Arts (EA) due to an unjust ban on my EA account ************, linked to *************************** and Xbox Series X account ************ that occurred on April 24, 2025. I have been a loyal EA customer for over ************************, investing thousands of dollars in EA games, content, and services including a recent purchase of the ** 25 season pass on the morning of the ban. Despite my long history and consistent adherence to EAs Terms of Service, my account was banned without any prior warning, clear explanation, or evidence of any rule violation.EAs Terms of Service (Section 8) require the company to provide a detailed reason for any account action, yet all my requests for clarification have been met with vague responses or outright dismissal. I have submitted multiple disputes through EAs Help website (***************************), but EA has failed to provide any specific evidence of wrongdoing on my part.This ban has caused me financial loss, as I can no longer access the content I paid for. It has also caused emotional distress, as I have invested years into my account and its progress. EAs refusal to provide a transparent explanation or resolve this matter violates basic principles of fair business practice.I request the following from EA:A thorough investigation into my account ban by a senior member of the Terms of Service team.A detailed explanation of the specific violation I am accused of, supported by evidence, as required by EAs own Terms of Service.Immediate reinstatement of my account if no valid violation is found, or a full refund for all purchases tied to the banned account.I have already attempted to resolve this directly with EA multiple times without success, and I am now seeking the BBBs assistance to ensure EA addresses this matter fairly. I can provide screenshots of my communications with EA and proof of my recent purchases upon request.Thank you for your assistance in resolving this issue.Business Response
Date: 05/01/2025
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 HelpInitial Complaint
Date:04/30/2025
Type:Billing IssuesStatus: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.
EA requires that you link your account on any gaming platform (Steam, Playstation, Xbox) to an EA account to play any of their games. I linked an account to my PSN when I was a kid and over the years I forgot about it. Years later I bought a couple of games and tried to load them up but was not able to, the game now asks me to log into the account, which then tells me it's been a while and I need to reset my account, then it tells me the account is linked to an email I don't recognize and I am unable to log into the account at all.Contacting support is of no help, they pepper you with questions and after "reviewing" they tell you there's nothing they can do. I just want them to unlink my PSN account (over which they have zero ownership) from that hacked EA account so I can link it to a new EA account, so I can play the games I bought. They give no alternative resolution options, support just sits there reading out the same questions over and over again, they will not escalate no matter how many times you ******'s really frustrating, it should be so much more user friendly to unlink an account you can prove ownership over. I've attached three of the most recent conversations to this.Business Response
Date: 05/01/2025
Thank you for contacting
We've reached out to the player and the issue has been addressed. We welcome them to contact us at *************************** for any future issues and we will be happy to assist.
Thank you
Electronic Arts
Customer Answer
Date: 05/02/2025
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.They contacted me and helped me regain access to my old account. Thank you both very much!
Sincerely,
******* *******
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