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. has 12 locations, listed below.

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  Electronic Arts, Inc.

  209 Redwood Shores Pkwy Redwood City, CA 94065-1175

• 

  Electronic Arts

  605 Crossroads Parkway Bolingbrook, IL 60440

• 

  Electronic Arts, Inc.

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

• 

  Electronic Arts Inc.

  9001 N I-35 Suite 110 Austin, TX 78753

• 

  PopCap

  800 5th Ave Seattle, WA 98104

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:04/29/2025

  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.

  I was permanently banned from a game EA game (Battlefield 2042) that I spent money on. They said I was cheating and it vilolated theyre rules because it was unfair for all other players. I tried to dispute the ban because I wasnt cheating and I wasnt even playing with others players. I only play the solo bots or coop bots with friends so I didnt actually violate any rules because I dont play with others. They responded a week later saying I did cheat and they wont remove my sanction. How is it fair you ban an innocent person from a game they payed for. I cant even open the game I paid for. They didnt even tell me how I supposedly cheated.

  Business Response

  Date: 04/30/2025

  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: 04/30/2025

   
  Complaint: 23264727
  
  I am rejecting this response because: The buisness want to say I violated theyre Terms of service, but cant tell me or prove what I did!!! What if my account was hacked? I am serious when I tell you I didnt cheat!!! Its not fair that all the innocent players get banned and dont even have a chance to get it back. I dont know what I did honestly. I think EA needs to go read Forums and steam discussions bc this is one of theyre biggest problems, this is why theyre losing customers!!! They ban innocent people. ********************** help get my account my banned I didnt cheat. If your claiming i did i probably got hacked
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 04/30/2025

  They refused to unlock my account after my second appeal and they are refusing to tell me what I did wrong. Im really lost, I have no ******************** as to why im banned, and I just lost that money for no reason. I think they should at least tell me what i did.

  Business Response

  Date: 04/30/2025

  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: 05/01/2025

   
  Complaint: 23264727
  
  I am rejecting this response because:
  I paid for your game, its not fair that I pay for a game and you falsely ban me permanently. If your not gonna remove my sanction, I want a full refund. 
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/29/2025

  Type:Customer Service 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 Better Business Bureau,I am writing to you with a heavy heart regarding the suspension of my EA account, which has been a significant part of my gaming journey for over 164 hours. I have invested a considerable amount of money, around 2000 RMB, into my gaming experience, and the suspension has left me feeling disconnected from the games I love.The suspension occurred on April 26, and I have made three attempts to appeal this decision through EA's customer service channels, but I have not received a satisfactory response or resolution. My EA account is registered under the email [email protected] believe the suspension may have been triggered by an unauthorized login at an internet caf, where my account was used for activities that I did not authorize. I have never engaged in cheating or any activities that would warrant such a suspension, and I am eager to clear my name and restore my ********** a consumer, I feel I deserve a fair process and the opportunity to understand the reasons behind the suspension of my account. I am turning to the BBB with the hope that you can help facilitate a dialogue with EA to shed light on the reasons for my account's suspension and to advocate for a fair review process.Given the circumstances, I believe there is a strong case for the return of my investment, as the account was compromised through no fault of my own. I am prepared to provide any necessary information or evidence to support my case and to demonstrate my good standing as a customer.I trust in the ********************'s ability to advocate for consumer rights and to assist in achieving a just resolution to this issue. Thank you for your attention to this matter, and I look forward to your guidance on how to proceed with this complaint.

  Business Response

  Date: 04/29/2025

  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: 04/29/2025

   
  Complaint: 23262436
  
  I am rejecting this response because:
  I am writing to convey my deep dissatisfaction regarding the suspension of my APEX account. I am extremely disappointed because I feel that your company has not demonstrated the necessary transparency and fairness in handling this issue.
  
  I am puzzled by your company's failure to provide specific details of the violations. As a customer who has always adhered to the rules, I expect a clear explanation of which regulations I have allegedly broken. A response without specific details not only confuses me but also raises doubts about your company's service commitment.
  
  Moreover, I am disappointed by your company's claim that the issue has been resolved without providing any clear explanation or fair opportunity for me to appeal. This lack of communication and transparency makes me question your company's philosophy of customer service.
  
  I strongly request that your company take the following actions:
  
  Clearly state the specific terms of service that led to the suspension and provide a detailed explanation of the violations.
  Offer a fair and transparent review process, taking into account my loyalty as a long-term customer.
  Give ********************* fair chance to present my case and restore my account if no valid violations are found.
  I believe that as a guardian of consumer rights, the Better Business Bureau will continue to support me and help me seek a fair solution. I am prepared to provide any additional information or evidence necessary to prove my innocence and good standing.
  
  I look forward to your prompt and comprehensive response to my requests and the actions you will take.
  
  Thank you for your attention and understanding.
  Sincerely,
  
  **** ******

  Business Response

  Date: 04/30/2025

  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: 05/01/2025

   
  Complaint: 23262436
  
  I am rejecting this response because:
  I am reaching out to formally file a complaint and seek assistance regarding the unsatisfactory customer service I have experienced with ********************************************* concerning the sanction imposed on my APEX account.
  
  Despite following the established contact procedures provided by EA, my attempts to resolve the issue have been met with responses that I feel are dismissive and unhelpful. The customer service representatives have not provided the detailed information or the level of support I was expecting, which has left me feeling unheard and without a viable path to appeal the decision affecting my account.
  
  I have taken the following steps in an effort to resolve this matter:
  
  Contacted EA **************** multiple times, as directed by their support documentation.
  Requested a detailed explanation for the sanction on my account.
  Sought a ********************* and reasonable appeal process to contest the decision.
  However, my efforts have not resulted in a satisfactory resolution. The responses I have received were generic and did not address my specific concerns. It is disheartening to encounter such a lack of attention to a matter that significantly impacts my ability to enjoy the games and services I have invested in.
  
  Given these circumstances, I am requesting BBB's assistance in the following ways:
  
  Advocating for a thorough and unbiased review of my case.
  Facilitating a dialogue with EA that is focused on providing a substantive response to my concerns.
  Ensuring that EA adheres to best practices in customer **************************** dispute resolution.
  I am prepared to provide any additional information or documentation that may be required to support my complaint and demonstrate my good standing as a customer. I believe that with ********************'s involvement, we can work towards a resolution that is fair, transparent, and in the best interest of all parties involved.
  
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:04/29/2025

  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.

  On April 28, 2025, my EA account was permanently banned for harassment after I typed mf stay by your team, this mf playing by himself lol, and fkn dumbas in an Apex Legends match. These are not threats, slurs, or hate speech just frustration-based comments after a teammate ignored pings and threw the game.Apex Legends is rated M for Mature, and emotional communication in a competitive team-based shooter is expected. Ive never used discriminatory language, and my past infraction history only includes two low-level flags in 3 years. According to EAs own policies, permanent bans are meant for repeated or extreme violations not this.Ive spent several hundred dollars on this account over 5 *********************. EA removed my access without warning or proper review and refuses to reverse the ban. Im requesting account reinstatement or a refund of my purchases, as the punishment does not match the nature of the violation.

  Business Response

  Date: 04/29/2025

  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

• Initial Complaint

  Date:04/28/2025

  Type:Customer Service 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 BBB, my EA binding email address is ***************** my EA ID is AIE?#********** account has been restricted for a long time, which makes it impossible for me to use it normally. I cannot appeal my account. It is very irresponsible to restrict my use for a long time without any reason. It violates the user agreement. *****************************************, Plz help me. l don't need refunds at all,i just want them to unban my.

  Business Response

  Date: 04/29/2025

  Hello,

  I can see from the attachment that the player is taking about " Call of Duty " and this is not an EA game hence we won't be able to assist him.
  

  Regards,

  EA help. 

• Initial Complaint

  Date:04/28/2025

  Type:Customer Service 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 customer service staff, hello. I hope you *********************** wonderful day again. I am playing the game "APEX Legends" on the EA platform company. However, due to the theft of my third-party Steam platform account bound to it, I have been asking EA to unbind and change the Steam platform account for me. I have contacted the customer service three times. The customer service only told me that I needed to wait for 72 hours. But every time I waited for more than 72 hours or even 1-2 weeks, no customer service staff gave ********************* reply. However, when I wanted to contact them again, they even closed the channel for me to contact the customer service! I need your help to ********************************** this matter. Right now, it's just the issue of changing the binding, which has taken me a long time to handle and hasn't been completed yet

  Business Response

  Date: 04/28/2025

  Thanks for the message,
  
  Upon review, we request the customer contact us at *************************** and well be happy to assist with unblinking a platform account. We regret that we cannot assist through this channel nor can we make any account changes through a request like this. I would ask our player to please get in contact with us again and mention they're attempting to unlink a platform account and attempting to only link a new one; there is no need for a 72 hold on this request. 
  
  Thank you.
  EA Help
  Electronic Arts

• Initial Complaint

  Date:04/27/2025

  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.

  Hello, dear BBB customer service. I'm contacting you to report the issue of my EA account being banned. My EA account ID is **************** month, I was inexplicably banned. After checking, I found that there was a suspicious login behavior in my EA account. However, since my account was unavailable, I requested EA to check the issue with my account. Moreover, as my account couldn't create a case number on EAhelp, I was forced to check EA through the BBB link. Could you please help me explain to them? My account cannot create any cases. When I choose to send cases, I cannot receive any case numbers or responses.The ban date was shown as April 16, 2025. However, I didn't log in to my account that day. It wasn't until I checked that I found out that recently, due to a hacker attack on my email, my account was linked to someone else's ****. Currently, the **** link has been removed. Because I found out that the hacker seemed to have launched my APEX through my **** account, which led to the ban. I need you to check for me!Please check my play time. I did nothing and never used any cheating tools. Why was my account banned loginLog Qingdao-CN ************ The 2025-03-24 T08: returned. 912 z SUCCEEDED I'm sure there is something wrong with these login records. They are not my own login records. Please check what they did during the login. It seems that they have bound the hacker's ****, which has caused problems with my account.I hope you can understand my feelings. I really don't understand what I did wrong. Please check my data! I have my initial email address, which can be provided for verification. My consumption records are all normal recharges or recharges through Steam. I don't know where the problem lies, but there is a leakage of the account. Please help me check. Thank you for your patience!

  Business Response

  Date: 04/27/2025

  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 Help.

• Initial Complaint

  Date:04/26/2025

  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.

  EA has disabled my account with the ********************** of breaking terms and agreement, which I have not. I had this account since 2018 and I have spent a fortune on the game year after year from 2018 to currently right now in 2025. They have disabled my account, they will not unlink my EA account out of my Xbox account. I have spent $100 on the game and now I cannot play the game. They have robbed all of my money spent on this game and the previous years. They scam other players with gambling on packs such as probability and chances on getting the players. It's all scams! I just want my money back since they have disabled my EA account and that goes for every **** game since 2018 to now. They have robbed me cleaned. I have spent a fortune on this game year after year. They have shut down every way so that I can't reach them through the chat.

  Business Response

  Date: 04/28/2025

  Hello, 

  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.

  Regards,
  EA Help

• Initial Complaint

  Date:04/26/2025

  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.

  Dear BBB,I am writing to formally file a complaint against Electronic Arts (EA) regarding their failure to resolve a critical account security ************************** the subsequent unfair treatment I have experienced. Below is a detailed timeline of events:Account **************** Support (20/Mar/25)My EA account was compromised by a hacker. I immediately contacted EA customer support.A support agent reset my password and locked the account. However, upon regaining access, I discovered my Apex Legends account had been wrongfully banned.Endless Loop of Unresolved Requests EA advised me to file a dispute to address the ban. However, when attempting to do so, I learned that EA Help no longer supports accounts linked to @******* email ************ proceed, I requested to update my accounts email address. Shockingly, EA refused, stating my account was "under security review due to a ban" and insisted I must complete the dispute process firsta process that itself requires a valid email address.This contradiction has trapped me in a deadlock: I cannot dispute the ban without changing my email, nor can I change my email without resolving the ******************* Faith ******* I have repeatedly attempted to cooperate with EA, providing all requested information (e.g., original purchase receipts, login records). Yet, EA has dismissed my case without meaningful investigation.Attached are screenshots of communications with EA support and proof of account ************ Requests:Immediately lift the unjustified ban on my Apex Legends account.Allow me to update my email address to resolve systemic barriers.Provide transparent explanations for EAs policies that perpetuate this loop.This situation reflects EAs disregard for consumer rights and failure to uphold basic account security responsibilities. I urge the BBB to intervene and ensure EA addresses this issue promptly.Sincerely,******* ****** EA Email:**************************

  Business Response

  Date: 04/28/2025

  Hello,
  
  Upon review, we request the customer contact us at *************************** and well be happy to assist.
  
  Regards,
  EA Help.

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23253124
  
  I am rejecting this response because:

  
  I have already explained the reason in the previous document, but due to EA's cessation of service to *******, I am unable to contact them at all.

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

  Business Response

  Date: 04/29/2025

  Hello,
  
  Thank you for reaching out to us. After reviewing your inquiry, we believe that the best way to assist you is through our support portal. We kindly ask you to visit ***************************, where our dedicated team is ready to provide the assistance you need.
  
  Regards,
  EA Help.

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23253124
  
  I am rejecting this response because:
  

   

  But you didn't contact ******* email.

  I tried but couldn't get in touch.
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/25/2025

  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.

  I have requested my account be deleted ****** this year and they don't make the process easy, they make you contact a support agent via chat, they make it a long wait even during the conversation. every time they have told me my account is deleted and they abruptly close the chat. my account is there there. I can still log in, play games etc as if nothing happened. EA Case numbers, *********, *********, ************ account is there this as of this posting even though.

  Business Response

  Date: 04/28/2025

  Hello,

  The customer has been in touch with our support and the issue has been properly addressed. We welcome them to reach us again at *************************** should any other issues arise.

  Regards,
  EA Help

• Initial Complaint

  Date:04/24/2025

  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.

  I am submitting this complaint because my Electronic Arts (EA) account ********************** ID: *************** was permanently banned without any explanation or evidence provided.I received an email informing me that my account was banned, but it did not include any specific reason or detail about the alleged violation. I have reviewed EAs Terms of Service and am confident that I have not violated any policies.I attempted to resolve the issue through EAs official support channels, including their ban appeal form and live chat. However, support representatives repeatedly stated that they do not have access to ban details and could not provide further assistance. The appeal process has not led to any direct communication from the Terms of Service team or a clear explanation for the ban.I believe this ban may be the result of a mistake, false positive, or account security issue. I am requesting the following actions from EA:A manual review of the ban by the Terms of Service team A clear explanation for the ban decision Reinstatement of my account if no legitimate violation is found I am a long-time user of *********************** services and feel that I deserve transparency and fair treatment. I am requesting BBBs assistance in helping me get this matter properly reviewed.

  Business Response

  Date: 04/25/2025

  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: 04/25/2025

   
  Complaint: 23247407
  

       I am writing to formally reject the response I received regarding the denial of my appeal. While I acknowledge that the appeal was reviewed, I was not provided with any reason or explanation for the permanent ban of my account.
  I have been a member of this community since 2010 and have maintained a clean record throughout that time. To suddenly receive a permanent ban without any prior warning or stated violation is not only confusing but also deeply frustrating. I believe I am entitled to know specifically what policy or rule I allegedly violated.
  Furthermore, I am not alone in this experience. Multiple users on the Forums, Reddit, and X (formerly *******) have reported receiving similar bans yesterday, also without explanation. This points to a potential systemic issue that I believe deserves further investigation.
  I respectfully request a clear and detailed explanation of the reason behind my account's permanent ban. I am fully willing to cooperate and rectify any issues if I am made aware of what they are.
  Thank you for your time and understanding. 

  Sincerely,

  
  ****** *****