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

• 

  Electronic Arts

  605 Crossroads Parkway Bolingbrook, IL 60440

• 

  Electronic Arts, Inc.

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

• 

  Electronic Arts, Inc.

  5000 Commerce Crossing Dr. Louisville, KY 40229

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:04/15/2025

  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.

   
  Complaint: 23206053
  
  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,
  
  Wei Xiaozai engaged in such activities and am eager to clear my name and restore my ********** a consumer, I feel I have been wronged and deserve a fair process to address 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: 04/15/2025

  To whom it concerns,
  
  Thank you for bringing this matter to our attention. In order to dispute an account sanction, a player must follow the steps outlined at the following link: ***************************************************************************************************
  
  This is the only valid means to have an account sanction reviewed. 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.
  
  Kind regards,
  EA Help

  Business Response

  Date: 04/16/2025

  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.
  We welcome them to reach us again at *************************** if they have more information and well be happy to assist.
  
  Kind regards,
  EA Help

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23206053
  
  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,
  
  Wei Xiaozai

• Initial Complaint

  Date:04/14/2025

  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 ????????,???????????????,???????????????????????,??????????????? EA ????????,????????????,??????????????????????????,?????????????????????EA????????????!?????????????????,????????????????????????,??????!
  
  ???,
  
  ***** *****

  hours. Why was I suddenly banned for no reason this time? After asking some of my friends around me, I realized that my account was likely hacked and cheated, which led to the ban. If it was because the machine code of the device I used in the internet cafe was locked, my account would be banned on the spot in about 15 minutes, but not because I played continuously for more than 3 hours. So I can be very certain that my account has been hacked. After learning about these things, I immediately reset my Steam password and EA account password to protect my account from being stolen again. I have been arguing with the EA team for two months since February, but they have been treating my case perfunctorily and never taking it seriously. They have also failed to provide me with a reasonable reason and evidence for my ban. I will not stop my disputes because I will not take responsibility for the mistakes made by others.Dear BBB,Plz help me,I just want them to unban my accoun.

  Business Response

  Date: 04/14/2025

  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: 04/15/2025

  I have made it very clear that their response is a robot response, not a human response. They did not contact me through manual customer service, but simply submitted my case to the automated response robot for processing, without taking the matter seriously. I have already informed you of my detailed situation. Please contact the EA service terms team as soon as possible according to my detailed information to help me lift the ban! I hope you carefully read the detailed information I told you the first time and help me resolve this matter as soon as possible!

  Business Response

  Date: 04/16/2025

  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: 04/17/2025

  
  ??:********
  
  ???????,??:

  ?????????!??? EA ?????????????????????,?????????????????????????????????????????,??????????????????,?????????????,?????!???????!???????????,????? EA ????????????????????!???????,??????????????????????,??????????????????????? EA ???????????,????????,?????????????????????????????????,???????,???????!????? APEX ???????????
  
  ???,
  
  ***** *****

• Initial Complaint

  Date:04/13/2025

  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 was outraged that my account was banned two years ago for no reason and the team only responded to me perfunctorily, and I deposited more than $1,000 to Apex

  Business Response

  Date: 04/14/2025

  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

• Initial Complaint

  Date:04/11/2025

  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.

  Playing FC25, ultimate team. There is a challenge that requires a lot of play time, every week for 5 weeks. Week 1, upon completion I received 0 rewards. Did not reach out to EA Support as this is a big objective in this game, they posted on X there was an issue, so I waited. 5 weeks later, I completed the last week of challenges, no reward. Now I contacted EA Support looking for information or compensation, was told by policy they cannot provide information or compensation. After 5 weeks.

  Business Response

  Date: 04/14/2025

  Hello,

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

  Regards,

  EA Help.

• Initial Complaint

  Date:04/11/2025

  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.

  
  Complaint: 23192004
  
  I am rejecting this response because:
  I have not violated any of their user regulations and I need the ****************** commissioner to **** in.And I have relevant evidence to provide.And after my review on ea's official website, the only ones who responded to me were bots, and if they value fairness in gaming, I need a commissioner to **** ********** me at email
  
  Sincerely,
  
  Xun Ween

  Business Response

  Date: 04/11/2025

  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 Help 

  Business Response

  Date: 04/14/2025

  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: 04/14/2025

   
  Complaint: 23192004
  
  I am rejecting this response because:

  I need the ea commissioner to buttress my case, not the bot replies from the tos team. ea won't even accept evidence of accepting player complaints, just keeps trying some bot like replies
  I don't understand why a player who truly loves the game can't be treated fairly.Simply needing a commissioner to provide evidence of myself has been denied.
  I don't understand why a player who truly loves the game can't be treated fairly.Simply needing a commissioner to provide evidence of myself has been denied.
  The reason is actually because ea didn't protect my e-account well enough to be stolen by hackers and the person who bears all the consequences is actually me.
  ea asked me to reply on the website but this website has been a robot reply, if complaining on the website works, do I come back to bbb to complain.
  It's not a huge problem, but ea keeps refusing to fix it and won't admit their fault.
  
  Sincerely,
  
  Xun Ween

• Initial Complaint

  Date:04/11/2025

  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 writing to respectfully appeal the ban on my account, My account email is : ************************ which I believe was flagged in error. I have been an active and compliant member of Electronic Arts and value the community greatly, so Im eager to resolve this issue.I understand that bans are often issued to maintain a fair and safe environment, but I want to clarify that I have not used any third-party software, bots, or unauthorized tools that violate Electronic Artss terms of service. My account activity has always adhered to your guidelines, and Im unsure why this ban was applied. If theres a specific action or misunderstanding involved, Id ******************************************************* details so I can better understand and prevent future issues.Could you please review my account for any errors in the ban process? Im happy to provide additional information or verify my identity to assist in resolving this matter. My goal is to continue contributing positively to [Platform Name], and I hope to have my account reinstated soon.Thank you for taking the time to review my appeal. I look forward to your response and any guidance you can provide.

  Business Response

  Date: 04/11/2025

  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:04/10/2025

  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.

  Ive been trying to get into contact with EA but there is no customer service number to ********************* with. Their help chat keeps directing me to read forums that are unhelpful in my situation. Ive been using my ex partners EA account to play **** 3 for the last 6 years. EA dissolved their old software to play **** on the Mac and have created a new software. I updated my computer and downloaded the new software but now I am unable to login to the account Ive been using for years because I dont have access to the email address on the account. I have paid 100s of dollars for these games and now Im unable to get into the account even though I have the ***************************** password. I would like to link my exs account to my new account but in order to do that I need to speak to someone at EA.

  Business Response

  Date: 04/10/2025

  Thank you for raising your concerns with us.

  We did review your report and unfortunately account sharing is against our Terms of Service. Only the account owner can access and contact us regarding their account, and *********************** unable to combine two separate customer's accounts. 
  

  We welcome them to contact us at *************************** for any future issues and we will be happy to assist. 
  

  Thank you,

  Electronic Arts
  EA Help 

• Initial Complaint

  Date:04/09/2025

  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 have provided proof that I was not the culprit in this case. I have taken the necessary steps to secure my account to the fullest, I have changed my password and I have turned on 2 step verification to my phone number. I realize how serious the offence was that was taken on the account by my own brother, he admits to this as I have provided through email. Kindly now help me resolve this and lift the ban on my account **********************. If this is not resolved I will continue to contact the BBB about this serious case until I receive a proper resolution. I understand how serious the offence was and I took the necessary steps to secure my account to the fullest. I have provided image proof that my brother admits to hacking my account and compromising me purposely because he holds a grudge against me. You also need to understand how serious I am about my account and how much it impacts my life and mental health and well being, as I am a streamer and that is a form of my income. I will make absolutely sure that nothing like this ever happens again on my account because I have secured my account and made it impossible for hackers to get in. So I do expect that after my proof, and the steps Ive taken and complaints that I have made that my account will be recovered and given back to me. Thank you for understanding, thank you for your time and support. I have contacted the company over 60 times now and they fail to give me a fair reasonable resolution. They lie and say that they are going to contact me and help but they never ever do. They just continue with automatic bot responses to my proof and cries and pleas for help and resolution: this has significantly impacted my life and mental health as I am a streamer and this account was a huge part of my income. I have done everything necessary on my end to secure my account and I have proved that this was not me. I would like a resolution immediately.

  Business Response

  Date: 04/09/2025

  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.

• Initial Complaint

  Date:04/09/2025

  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.

   
  Complaint: 23181519
  
  I am rejecting this response because: I have gone through their channels prior, the link they provided even tells me to go back to the support in game. They will simply run in circles again refusing to rectify the situation, which would lead me back here. Please see the attached images showing previous efforts, where further communication was ignored. This is standard practice for EA. Also attached is an image of the store where the bundle I clicked is not even in the same scroll screen as the bundle given. I asked if they could exchange the items in initial communication, they stated they could not. I asked if I could get just the one item from the bundle I actually clicked for purchase, the one part I wanted, they declined. I am not seeking a refund if they cannot exchange the items, those are still in my account, I am trying to be reasonable and request one part of the thing I actually clicked for purchase, the only reason I intended to buy the bundle (the *********************************** the bundle). They have attempted to use the invoice to decline any rectification. Again as per the image, the other bundle is not even visible on the screen to what I clicked, it is two or three full scroll screens down at closest.
  
  I again have spent an almost embarrassingly large amount on this mobile game throughout the years, the one time there is an issue EA will not cooperate. Again their own forum posts are a litany of bugs where they acknowledge large scale players getting the wrong items with purchases through their webstore, but they generally only focus when it is consistently on one item to a large audience. They have the ability to immediately rectify the situation, they already have all the details yet have not taken action, they wish for me to go back through those same channels in the hope that I will close this ticket and accept their response here, before they tell me no again through those very same channels.
  
  Sincerely,
  
  Dean Swift the application for this complaint would not accept my zip code. Should be D24 as post code.

  Business Response

  Date: 04/10/2025

  To whom it concerns,
  
  Upon review, we request the customer contact us at *************************** and well be happy to assist.
  
  Kind regards,
  EA Help

  Business Response

  Date: 04/11/2025

  Thank you for raising your concerns with us.
  
  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.
  
  Kind regards,
  EA Help

• Initial Complaint

  Date:04/09/2025

  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.

   
  Complaint: 23180657
  
  I am rejecting this response because: I have already contacted that link to messaged EA and I get the same automated response that they will not remove the ban. 
  
  Sincerely,
  
  ********* ****

  Business Response

  Date: 04/10/2025

  To whom it concerns,
  
  Upon review, we request the customer contact us at *************************** and well be happy to assist.
  
  Kind regards,
  EA Help

  Business Response

  Date: 04/11/2025

  Thank you for raising your concerns with us.
  
  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.
  
  Kind regards,
  EA Help

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23180657
  
  I am rejecting this response because:
  I have tried contacting EA through the channel you have suggested and it does not work. I get told the same automated thing. I need help from a live person.

  my EA account user name is Minaholmberg

  my email is: ***************************

  That is the information you can use to look up my EA account.

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

  Business Response

  Date: 04/15/2025

  Thank you for raising your concerns with us.
  
  As previously mentioned we request the customer contact us at *************************** and well be happy to assist.
  
  Kind regards,
  EA Help