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.

close

Find a Location

Electronic Arts, Inc. has 12 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Electronic Arts, Inc.

  209 Redwood Shores Pkwy Redwood City, CA 94065-1175

• 

  Electronic Arts, Inc.

  5000 Commerce Crossing Dr. Louisville, KY 40229

• 

  Electronic Arts, Inc.

  200 4445 Calgary Trail Edmonton, AB T6H 5R7

• 

  Electronic Arts, Inc.

  590 W Central Ave #E Brea, CA 92821

• 

  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:06/24/2025

  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 team:I would like to appeal the suspension of my Electronic Arts ********** account ID is *********, and the bound email address is ************************ .I purchased a game on the Electronic Arts platform, and I confirm that I did not violate any agreements during gameplay. However, my account was suspended without cause, and no explanation was provided in the reason for violation section. I attempted to contact EA Customer Support through ************************** to resolve the issue, but after submitting my information and the problem, they did not initiate any case for me, and I was unable to reach a live support representative. My account suspension has persisted to this day, preventing me from accessing any of the games I purchased during this period. I need assistance in defending my rights to lift the suspension on my account, so that I can resume normal access to the games I've purchased.

  Business Response

  Date: 06/25/2025

  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. 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:
  https://help.ea.com/en-us/help/account/information-about-banned-or-suspended-accounts

  Thank you, 
  Electronic Arts
  EA Help 

  Customer Answer

  Date: 06/26/2025

   
  
  Complaint: 23511290
  
  
  
  I am rejecting this response because:Firstly, I have already stated that I previously attempted to resolve this issue through EAhelp, but they did not open a case for me. Therefore, I consider the company's response to be invalid and unhelpful in resolving my problem. Secondly, my account was suspended without any justified reason. As you can see in the attached files, the 'Reason' field is blank. I believe I need an explanation.
  
  
  
  Sincerely,
  
  
  
  Xinyu Liu

• Initial Complaint

  Date:06/23/2025

  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.

  I submitted a ban appeal for EA SPORTS FC 25 over 9 days ago (Case ID: #********** via the official EA Help Center.After an initial automatic email from EA Terms of Service saying they would review my case, I have received no further communication.The case has been stuck as In Progress for over a week, with no resolution, no explanation, and no contact. This has effectively blocked my access to a game included with my Xbox Game Pass subscription, without reason.I have posted on EAs official forum, contacted @EAHelp on *******, and submitted multiple updates, but nothing has changed.I believe this is an unfair and unprocessed ban that has left me unable to access a service Im entitled to.I am asking EA to fully review the case and either restore access or provide a clear reason for the ban.

  Business Response

  Date: 06/24/2025

  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

  Customer Answer

  Date: 06/24/2025

   I respectfully reject EA's response, as it fails to properly address my case or provide any proof for the decision made.
  I have not used any cheats, bots, third-party tools, exploits, or violated the Terms of Service in any way. My only interaction was using the EA Play trial before the game was added to Game Pass – which is a feature provided by EA themselves and should not result in a permanent ban.
  This situation has caused significant stress and frustration, especially given the lack of transparency or communication from EA. I’ve submitted a ticket, waited over a week, received only automated replies, and still have no evidence or specific reason given for the ban.
  I am requesting that this case be properly reviewed by a real person, with clear evidence provided to support the ban. I am a fair player who just wants access to a game I rightfully own and paid for.
  Thank you for your attention to this matter.

  Business Response

  Date: 06/24/2025

  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:06/23/2025

  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.

  1? Entity information extraction 1. Contact information: - Email: *************** The email associated with the account is the same as the old email and the new email. 2. Network entity: - IP address: The operation came from IP *************, with a time of 2025-03-24T17:25:15.436Z, but the operation "failed" (event status is "failed"). 2. Punishment history: - Current punishment: Mode is BAN (ban), reason is competitive advantage (violation type), status is ACTION (punishment in effect), starting time is 2022-03-24T13:55:45, applicable to all platforms (ALL). I have never recognized the device login with IP address *************, and I did not play any games on March 24, 2025. Perhaps my account (Steam platform) was hacked and used for cheating. Causing financial losses to my account. And I also found that many different device addresses have logged in, and their account theft behavior is very short-lived. In the future, I will strengthen the management of account security devices. I am also a loyal player and I hate the methods used by these cheaters to force victory and even more. Although my account has violated ******************************, it was definitely not me who did it. I would like to apply for the lifting of sanctions to restore my gaming experience. I will also support your Battlefield series and make sure to refer to my Battlefield V, which has not violated the (user agreement/sales terms) and has always been logged in and played on the same device and address The official customer service of ********************** does not value me as a player. My account was banned for three months, and I repeatedly appealed until I received a response from AI. Now lift the ban on my account for me

  Business Response

  Date: 06/23/2025

  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: 06/23/2025

   
  
  Complaint: 23503298
  
  
  
  I am rejecting this response because:My ban on EA is reckless and brainless. The player's soul suddenly felt wronged and helpless. Not taking action against this official behavior style. Every appeal from players is rejected by AI, and players are not allowed to contact customer service, which is simply discriminatory against Chinese players. The content of my appeal clearly states everything, saying that it is theft to cheat. However, the official still chooses to sanction the appeals of players and ignores them. I will express my opinions on the EA service team department and their overbearing regulations on major social media and gaming platforms in China regarding this matter. Even if players have not played before, they will still be banned, and there is no reason or justification for the ban. It is simply discrimination against China. I want to tell players in the Chinese region not to purchase EA games and support them, otherwise they will receive blatant and unreasonable bans and discrimination
  
  
  
  Sincerely,
  
  
  
  Wu Kaiwen

  Business Response

  Date: 06/25/2025

  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. 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: https://help.ea.com/en-us/help/account/information-about-banned-or-suspended-accounts 

  Thank you,  
  Electronic Arts 
  EA Help 

  Customer Answer

  Date: 06/26/2025

   
  
  Complaint: 23503298
  
  
  
  I am rejecting this response because:?Hello EA official website, thank you for replying to me on the BBB Business Bureau website and making the decision to lift the ban on my account, allowing me to return to the Battlefield 2042 game. Since I was banned for three months, I have submitted countless appeals. Today, the EA specialist finally gave me a good answer. My objections to the actions you have taken are all in case # 23053298 message. I hope you can read it inside. You didn't say you wanted to lift the ban on me. Why did I receive an AI reply from your EA email and not get the ban lifted. You have really disappointed me. This is a case I created on your official website # 214692027. It seems to have cooled down, didn't you agree to lift the ban on me via bbb email? Will you lift the ban or not. And there is no EA customer service option either
  
  
  
  Sincerely,You didn't give me the opportunity to overturn the ban
  
  
  
  Wu Kaiwen

  [email protected]

  ID:5654847a

• Initial Complaint

  Date:06/23/2025

  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 filing a complaint regarding the permanent ban of my EA account. On June 18,2025, my account was banned for alleged cheating. This was my first and only offense, and I was given no prior warning, temporary suspension, or explanation with evidence.
  
  I have never cheated or engaged in any dishonest behavior while using EA services. Around the time of the ban, I suspected unauthorized access to my account, and I believe this may have led to the wrongful ban. Despite bringing this to EA’s attention in multiple appeals, I’ve received automated responses stating the decision is final and will not be reversed.
  
  I have spent more than $500 on EA services/products and feel unfairly treated as a loyal customer. I am simply requesting a manual review of the decision, and if a mistake was made, a chance to continue using my account fairly.
  
  I would like EA to unban my account and at minimum perform a full, manual investigation. This includes a review of login activity and actions taken during the time of the alleged violation, in light of my claim that my account may have been accessed by someone else without my authorization. I believe the ban was issued in error and deserve a fair review of my case.

  Business Response

  Date: 06/23/2025

  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: 06/23/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because EA has not addressed my concerns or provided any specific explanation or evidence of the alleged Terms of Service violation.
  
  
  I have never cheated, used unauthorized software, or broken EA’s rules. I play fairly, and I care deeply about my account, which I’ve invested significant time and money into.
  
  
  I believe this ban may have resulted from unauthorized activity on a ******** ****** I returned, which was still logged into my EA account at the time. Someone else may have accessed my account and caused a violation without my knowledge. I have since changed my credentials and secured the account.
  
  
  EA’s internal appeal responses have been vague and automated, and I have not been given a fair opportunity to explain or provide this new context.
  
  
  I am requesting that my account be unbanned, and that it be fully re-investigated by a human reviewer who can consider the new information and account history.
  
  
  I have been a loyal EA customer for years and simply want transparency and a fair resolution. I am open to cooperating fully to resolve this matter.
  
  
  
  
  Sincerely,
  
  
  
  Donte ********

  Business Response

  Date: 06/24/2025

  Thank you for raising your concerns with us. 

  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.

  Thank you,  
  Electronic Arts 
  EA Help 

  Customer Answer

  Date: 06/24/2025

  
  
  Complaint: ********
  
  
  
  I do not accept the business’s response.
  
  EA has still not addressed my concerns or provided any specific explanation or evidence regarding the alleged Terms of Service violation that led to my ban. Their reply was generic and dismissive, and it failed to acknowledge any of the detailed information I’ve already submitted.
  
  I have never cheated, used unauthorized software, or broken EA’s rules. I’ve been a loyal player for over 6 years and have invested significant time, money, and effort into my account. This ban is extremely upsetting and feels undeserved.
  
  I strongly believe the ban may have resulted from unauthorized activity on a ******** ****** I returned, which was still logged into my EA account. It’s likely someone else accessed the account and triggered a violation without my knowledge. I have since secured my account and changed all credentials.
  
  Despite raising this issue, EA’s responses have been vague, automated, and lacking transparency. I have not been given a fair opportunity to explain this situation or have my case reviewed by a real person.
  
  
  I am requesting:
  
  A full unban of my account.
  A re-investigation by a human reviewer, considering this new context and my clean history over the past 6+ years.
  A clear explanation of what triggered the ban.
  
  All I want is a fair review and the chance to continue playing on an account I’ve cared about and built for years. I am more than willing to cooperate fully to resolve this matter.

  All relevant documentation, including return receipts and supporting screenshots, were submitted in earlier messages and are available in the case file.
  
  
  Sincerely,
  
  
  
  Donte ********

  Customer Answer

  Date: 06/24/2025

  Dear ***** *,

   

  I hope this message finds you well. I’m reaching out to express concern regarding EA’s most recent response to my BBB complaint, case number ********, which I believe does not genuinely address the issue or resolve the matter.

   

  EA’s reply was dismissive and generic, stating only that “the issue has been properly addressed” and referring me back to EA Help, a support channel I’ve already used multiple times without any meaningful resolution. Their response made no mention of the specific situation, the evidence I submitted, or the rebuttal I carefully wrote through this BBB process.

   

  To clarify again:

  • I was banned for the first time without being given any concrete reason or proof of a violation

  • I have never cheated, used unauthorized software, or broken any terms in my six plus years as a loyal player

  • I raised a plausible explanation, unauthorized access via a returned ******** ****** that was still logged into my EA account, which has gone unaddressed

  • I have already secured my account and submitted full documentation, including receipts and supporting screenshot

   

  All I’m asking for is a fair, human-led review of my account and a full unban that takes into account my clean history, the context of this situation, and the likelihood that any unusual activity came from unauthorized access beyond my control. I’m not looking for a templated response or automatic dismissal. I respectfully urge the BBB to recognize that EA is not engaging in good faith here and to keep the case open until they provide a meaningful reply.

   

  Please let me know if any further documentation or clarification is needed on my part. I truly appreciate your time and assistance with this matter.

   

  Sincerely,

  Donte ********

  ************************

  *** *** ****

  Business Response

  Date: 06/24/2025

  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 

  Customer Answer

  Date: 06/24/2025

  
  
  Complaint: ********
  
  
  
  Thank you for the reply, but it does not address the core issue of my complaint. I am requesting a complete unban and full account reinstatement, as the enforcement appears to have been issued in error and without a proper review of my evidence.
  
  
  Key facts:
  •The ******** ****** console was returned prior to the ban, and I’ve attached the receipt showing the exact return date.
  •I began receiving login alert emails after returning the console, indicating unauthorized access, which may have led to actions that triggered the enforcement.
  •My Apex Tracker data shows consistent, legitimate gameplay with no signs of cheating, boosting, or exploit use.
  •I’ve already exhausted EA’s standard appeal routes, including three official appeals with only automated responses and no opportunity to submit this supporting evidence directly to a real enforcement specialist.
  
  I filed this complaint with the BBB because EA has left me no way to correct a wrongful enforcement. I am asking for a full manual review of the account and a complete unban. This case involves a platform I no longer possess, unauthorized access, and proof of fair play.
  
  Attachments:
  •Console return receipt
  •Email login/access alerts
  •Apex Tracker ranked data
  •Ban message screenshot
  •Previous EA response(s)
  
  Please ensure this is forwarded to a human reviewer who can look at the account holistically, not just a pre-written message.
  
  I am acting in good faith and am simply requesting a fair, evidence-based review and full account reinstatement.
  
  Although these attachments were included in prior messages, I’ve reattached them here to ensure full visibility and accessibility for the EA reviewer.

  
  
  Sincerely,
  
  
  
  Donte ********

  Business Response

  Date: 06/25/2025

  Thank you for raising your concerns with us. 

  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.

  Thank you,  
  Electronic Arts 
  EA Help 

  Customer Answer

  Date: 06/25/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because EA has once again sent a generic, automated message that does not address the issue I raised.
  
  
  My account was banned without any clear explanation or evidence of wrongdoing. I have never cheated, used third-party software, or violated EA’s Terms of Service. I’ve contacted EA Help multiple times and only received repeated automated denials with no actual review or human response.
  
  
  I have now reached out to the *** and the ********** ** ******** ******* about EA’s lack of transparency and failure to provide specific justification for permanently banning an account I’ve had for over six years.
  
  
  I am requesting that EA conduct a real investigation into my case and reinstate my account.
  
  
  Please escalate this matter.
  
  
  
  
  Sincerely,
  
  
  
  Donte ********

• Initial Complaint

  Date:06/23/2025

  Type:Billing 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.

  Dear Better Business Bureau (BBB), I am writing with deep frustration and disappointment to file a complaint against Electronic Arts (EA), as the company has failed to address my hacked account issue, leaving me without resolution despite repeated attempts to seek help. As a loyal EA user, my registered account has been in use for years, with significant time and financial investments in various games and virtual items. On June 5, 2023, I noticed unusual login activity from an unrecognized location. My account was compromisedall virtual assets were stolen, and login credentials were changed. Immediately, I submitted an appeal through EAs official customer service channels, providing detailed proof of ownership (registration info, payment records, etc.), requesting them to freeze the account, recover losses, and enhance security measures. However, EAs response has been perfunctory and delayed. Every follow-up only yields generic replies like "under review" without concrete progress or estimated timelines. This inaction has not only caused direct financial loss but also put irreplaceable gaming memories at risk, leading to significant personal distress. As a renowned international gaming company, EA bears the responsibility to protect user accounts and address issues promptly. Their passive attitude has severely violated consumer rights, potentially breaching regulations in the Consumer Rights Protection Law regarding businesses obligations to safeguard personal information and property. I kindly request your intervention to urge EA to: 1.Restore my account and retrieve stolen virtual assets;?2.Implement effective security measures to prevent future incidents;?3.Provide a formal explanation and apology for the inadequate service. Thank you for your dedication to consumer protection. I await your assistance with great expectation. Sincerely,[stver]Contact: ************************]Date: June 23, 2025

  Business Response

  Date: 06/23/2025

  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: https://help.ea.com/en-us/help/account/information-about-banned-or-suspended-accounts
  
  Thank
  you,
  Electronic Arts
  EA
  Help

  Customer Answer

  Date: 06/24/2025

  ??? EA ??????,

   

  ??!

   

  [email protected],[email protected]??????EA???????????,???????????????EA???Steam??????

   

  ??????,???????????????????????,???????????,???????Steam??????????????

   

  ???????????,???????????????????????????????????????

   

  ??

  ???

• Initial Complaint

  Date:06/22/2025

  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 this letter with deep frustration and sadness to formally appeal the ban placed on my Apex Legends account. I have been a long-time, loyal player, and I am absolutely certain that I have not committed any actions that would justify such a punishment. Yet my account was suddenly and permanently banned without any explanation or chance to defend myself.I believe this ban was the result of unauthorized access to my account. I noticed multiple suspicious login attempts from locations far outside of where I liveplaces I have never visited. I have been living in ********* continuously, and it is simply impossible for me to be logging in from cities such as ********, *******, or ********* within such short time frames. This leads me to believe that someone else gained access to my account and engaged in behavior that violated your terms, without my knowledge or consent.What hurts the most is not only losing access to an account I poured *****+ hours of my life into, but also the way EA has handled my case. I have submitted multiple appealsthis is now my seventh attemptand each time I received nothing more than what appears to be an automated response, offering no actual investigation or explanation. It feels like Im being treated as just another case number, not as a real person who genuinely loves and respects this game.I am pleading for EA to take my appeal seriously, to treat this as a potential account compromise, and to investigate my login history and IP records. You will see that my usual activity comes from the same Australian IP range, and anything outside of that is suspicious. I am even willing to provide any additional information you may need to verify my identity or history.

  Business Response

  Date: 06/23/2025

  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

  Customer Answer

  Date: 06/23/2025

   
  
  Complaint: 23502861
  
  
  
  I am rejecting this response because: The responses are not helpful, and running away from the problems. I was banned unfairly, you can not keeping sending me automated messages, provides no actual help. As I invested huge money and time on this game.
  
  
  
  Sincerely,
  
  
  
  Yinhao Zhang

  Business Response

  Date: 06/24/2025

  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:06/22/2025

  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 experience for 435 hours. I have invested a considerable amount of money, around 3300 RMB, into my gaming experience, reflecting my dedication and passion for the ************************* account was suspended on October 7, 2024, and this has come as a shock to me. I have attempted to resolve this issue by contacting EA customer service three times, but I have not received a satisfactory response or resolution. My EA account is currently bound to the email address [email protected] understand that EA has strict policies to maintain a fair gaming environment, but I assure you that I have never cheated or violated any rules. The suspension has not only affected my access to the games I love but also my connection with the gaming community. As a consumer, I feel I have been wronged and deserve a fair process to address the suspension of my account.I am reaching out to you in the hope that the BBB can intervene and help me understand the reasons behind this suspension. I believe a fair review of my case is warranted, and I am hopeful that with your assistance, a just resolution can be achieved. Thank you for considering my request. I look forward to your guidance on how to proceed with this complaint.

  Business Response

  Date: 06/23/2025

  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: 06/23/2025

   
  
  Complaint: 23502534
  
  
  
  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 me a 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,
  
  
  
  Chawu Ciren

  Business Response

  Date: 06/24/2025

  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

  Reagrds
  EA Help

  Customer Answer

  Date: 06/24/2025

   
  
  Complaint: 23502534
  
  
  
  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 Electronic Arts (EA) 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 Customer Service multiple times, as directed by their support documentation.
  Requested a detailed explanation for the sanction on my account.
  Sought a clear 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 service and 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 BBB's involvement, we can work towards a resolution that is fair, transparent, and in the best interest of all parties involved.
  
  Sincerely,
  
  
  
  Chawu Ciren

• Initial Complaint

  Date:06/21/2025

  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.

  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. My EA account is *****************

  Business Response

  Date: 06/23/2025

  Hello, 
  
  Upon review, we request the customer contact us at help.ea.com and we’ll be happy to assist.

  Regards,
  EA Help.

• Initial Complaint

  Date:06/21/2025

  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.

  My game account was banned under Violation Code 6. Due to national policies, I can only play this game using a network accelerator. However, during an instance of network instability, my account was banned. I have ***** hours of playtime and have invested significant time and effort into this account. When I ************************, no customer service representative communicated with meonly their so-called automated bot support. Later, I emailed them but still received no communication whatsoever. I have spent over *** ***** in the game. I demand an explanation. I want my account back. My account was banned without any reason given initially; I only received the ban notification email days later, stating it was under Violation Code 6. The outcome of all the money and effort I invested is this unjust treatment. I believe the company shows a complete lack of respect for us players.

  Business Response

  Date: 06/23/2025

  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

• Initial Complaint

  Date:06/20/2025

  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 played a ranked online game in EA Sports College Football 25 (PS5). I was winning my National Championship match and had just intercepted a pass at my opponents 20-yard line. The opponent disconnected, and the game gave me the loss instead of the win.I contacted EA customer support through *************************** and provided proof via a screenshot, but they said they are unable to help resolve the issue.This is a known bug that affects standings and rewards in online competitive play. I am seeking a correction to my game record or acknowledgment and compensation for the issue.EAs refusal to resolve this is unacceptable for a paid game that heavily features ranked play and online leaderboards.

  Business Response

  Date: 06/23/2025

  Hello,

  Upon review, we request the customer contact us at help.ea.com and we’ll be happy to assist.

  Regards,
  EA Help

  Customer Answer

  Date: 06/23/2025

   
  
  Complaint: 23497245
  
  
  
  I am rejecting this response because: I already contacted their customer service, and they told me their policies did not allow them to fix the disconnect issue. the only thing they could do per their policy was report the user. I gave them the username of my opponent that day but due to their policy of not allowing them to actually fix the issue is why I initiated this BBB compliant. My original compliant still stands, that their policy to not fix the loss I received or compensate me with the proper rewards for winning the game is what I have issue with. Contacting them does nothing but waste more of my time. unless they plan on fixing the issue or compensating me, they can contact me at the email or cell number I have provided. Thank you. 
  
  
  
  Sincerely,
  
  
  
  Trahan Marigny

  Business Response

  Date: 06/24/2025

  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 help.ea.com should any other issues arise.
  
  Regards,
  EA Help

  Customer Answer

  Date: 06/24/2025

   
  
  Complaint: 23497245
  
  
  
  I am rejecting this response because: there has been no action taken by EA sports to remedy this issue. they simply stated that I contacted them which I did. Since that contact there has been no action taken. I still have the loss on my record; I have not received any compensation for what should have been me winning the game. After hundreds of dollars spent on this game mode this is blatant disregard for customer satisfaction! 
  
  
  
  Sincerely,
  
  
  
  Trahan Marigny

  Business Response

  Date: 06/26/2025

  Hello,
  
  We are pleased to inform you that our support team has successfully addressed the customer's issue. If they have any further questions regarding the same issue, we would like the player to reach out to us again at help.ea.com
  
  Regards,
  EA Help

  Customer Answer

  Date: 06/26/2025

   
  
  Complaint: 23497245
  
  
  
  I am rejecting this response because: what are they considering "successfully addressed the customer's issue"? I have not been contacted, and my account has not been updated to reflect any change in the outcome I received for my opponent disconnecting. I still have the loss on my record and have not received in compensation for this issue. 
  
  
  
  Sincerely,
  
  
  
  Trahan Marigny

  Business Response

  Date: 06/27/2025

  Hello,

  We have thoroughly reviewed the issue and have taken all necessary steps to address it. Our team is committed to providing the best possible support, and we believe we have resolved the matter to the best of our ability. We welcome them to reach us again at help.ea.com should any other issues arise.

  Regards,
  EA Help
  
  

  Customer Answer

  Date: 06/27/2025

   
  
  Complaint: 23497245
  
  
  
  I am rejecting this response because: the only acceptable actions to resolve this issue are to fix my account and credit my record with the win and/or award me the proper rewards for winning the game. Neither of those things have occurred and no one from EA has reached out to me. Until one of those 2 options happens, I will keep rejecting their response which they are not doing anything but copying and pasting their last response. Thats the only fair way I see to resolve this issue, and they are blatantly disregarding my request and have taken no actions since I initially called them. Thank you. 
  
  
  
  Sincerely,
  
  
  
  Trahan Marigny