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.

  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:10/27/2022

  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.

  On or around 10/17/2022, while playing FIFA Mobile, I received an in-game message, which said #*********-Account-Warn; but provided no further detail. Shortly - maybe a couple of hours - later I noticed my user name ************ (which is obviously written in English - to wit, You) was changed to a random string of numbers - 44417678-7f2e4. My complaint is this: my custom username, which is essentially my intellectual property (within the game), was stolen. Just as any player would be warranted in embodying an angry position against EA for having their in-game players taken suddenly, I am warranted in being angry that my custom username was stolen. My reasons for my belief/complaint: EA is headquartered in ************, **********, ***. This means that EA is bound to speak/write & understand the English language. Further, it means that while EA and/or EA employees may speak/write etc. other languages, English takes precedence. Additionally, my username in question is/was written in English. So, EA & myself SHOULD be on the same page insofar as the username in question - JackedYou_92 - is English. However, the problem arises when someone or some group at EA has interpreted the name - JackedYou_92 - into Spanish, which is not English, and thus derived my username to mean some entirely different thing, which I did not intend and therefore am not and should not be held responsible for and neither be punished for. In other words, JackedYou_92 is NOT HackedYou_92 (which EA support concluded was the reason for their stealing my username, bc they said the name COULD -not must- be seen as hackedYou and that would be a violation). Thus my main objection is that could is not sufficient for must. In other words some persons mistaken opinion/misinterpretation of an English word for a Spanish word should not lead to the theft of my name, especially when I and EA both speak English and not Spanish.Please return what you erroneously stole. Thanks

  Business Response

  Date: 11/07/2022

  Thank you for bringing this issue to our attention.
  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.
  
  Kind regards,
  Electronic Arts
  EA Help

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18321697
  
  I am rejecting this response because: the fact that I remain without my name and instead have some arbitrary numerical name, and all of this because someone thought jacked means a completely different word, is not properly addressed. Afterall, the customer support admitted that they mistook jacked for hacked. Thats admitted. Therefore my name should be returned. And it has yet to be returned. Hence this has not been addressed in the slightest - let alone properly.
  

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

  Business Response

  Date: 11/09/2022

  Thank you for bringing this issue to our attention.
  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.
  
  Kind regards,
  Electronic Arts
  EA Help

• Initial Complaint

  Date:10/27/2022

  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 was banned for allegedly breaking terms or service. I did not. Multiple people were banned for completing sets within the game. I spent my money within the game to earn a card. This company took my money from me and banned me from truly playing the game. I didnt break a single rule or profit from this game. I request my account be fully reinstated and compensation for time lost be given. This is ridiculous I even have to do this.

  Business Response

  Date: 11/07/2022

  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.

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18321734
  
  I am rejecting this response because: I spent almost 500 dollars on this game's ultimate team mode. Within the store they provide in the game. I did not break a single term of service. All they have to do is look at my purchase history within the game to see their claims arent even logical. I am accused of buying and/or selling coins. I did neither. Why would I spend that amount of money within their game to just spend more money from a third party? I wouldnt. Nor did I sell anything to a third party. It doesnt even make sense. If I spent that money within the game then turned around and sold it I would lose money. I bought and sold cards off the market for near ten hours to complete a set they put in their game. All I did was PLAY THE ***** At this point they have already lost a customer because of the ridiculous claim I broke any term of service. I spent my money within their game knowing its a poor return and waste. Only to be met with this nonsense. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/09/2022

  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.

• Initial Complaint

  Date:10/27/2022

  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 purchased madden 23. The game was marketed as the most polished version ever. I bought the game to play community franchise with live stats that was marketed to the customers. Ea sports has yet to fix or update the game so that these modes work correctly. I bought the game on false premises that were advertised to me. I was misled and tricked into buying a game that isn't completed and does not fulfill the promises it made. I want to be refunded for the game, it doesn't work as advertised.

  Business Response

  Date: 11/07/2022

  Thanks for the message.
  Sadly, we were unable to locate any open cases with our support with the information provided. 
  We welcome them to open a case with us at help.ea.com and we'll be happy to assist.
  Electronic Arts EA Help 

• Initial Complaint

  Date:10/27/2022

  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.

  So today I made the mistake of purchasing a character on Apex Legends (Electronic Arts Game) with Apex coins (virtual currency bought with real money) I asked support that They refund the coins, they lock the character again, or just give me a portion of my coins back so I can buy the battle pass. However they say that is something that is not possible for them to do. I have been using my apex coins to buy the battle pass now I most likely wont be able to buy it

  Business Response

  Date: 10/28/2022

  Thank you for the message.
  
  The email address opened for the report is not the same email address registered to the EA account.  Per privacy concerns, we're unable to share account information without verifying the account owner and we welcome them to contact at help.ea.com for any questions they may have.
  
  Electronic Arts
  EA Help

• Initial Complaint

  Date:10/26/2022

  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.

  1. Madden 23 is not allowing me to level in MUT (online game mode).2. I'm not getting any rewards for leveling like normal and have been seeking help to resolve this issue for months. 3. I have spent over $200 just this year to try and keep up without getting my rewards and level up bonuses. 4. I have been a customer of Madden for ************************ and have never had a problem with their customer service. 5. I want this situation made right not because I feel like I've been screwed, but because the customer service keeps closing my case saying it has been resolved and nothing has happened. No phone calls or emails to me personally. Just bots sending a message saying they will look into it. Here I am 4 months later still waiting for them to stop closing the case and actually fix the problem. Below is an email showing what they send once they close the case. I've replied to every single survey explaining that I'm a loyal but extremely disappointed customer. I get nothing in return and have to open a new case every time.

  Business Response

  Date: 11/08/2022

  Thank you for bringing this to our attention.
  We have reached out to the customer to address the issue.  For any other issues or concerns, we welcome them to contact us at help.ea.com where we would be happy to assist.
  
  Electronic Arts
  EA Help

• Initial Complaint

  Date:10/26/2022

  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.

  In all previous Madden video games, EA has updated the play now live feature for franchise mode every week of the *** season, meaning players could start a franchise mode with the current week of the *** season, or weeks prior.This year, they are only doing it for week 10 and the postseason. They failed to notify their customers about this change before their customers bought the game. A change this big needs to be announced before release, as many players buy the game to use this feature. I personally would not have purchased the game had I known they wouldnt update this feature weekly like they always have.This not only doesnt allow players to start a current franchise mode, but keeps all player ratings, injuries, stats and results locked on week one. This makes the mode unplayable.Its not fair to their customers. We believe we deserve refunds, but we really would just like this to be updated every week so we can get back to playing the game.I hope EA will do the right thing and go back to updating this feature weekly.

  Business Response

  Date: 10/28/2022

  Thank you for bringing this issue to our attention.

  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.

  Kind regards,

  EA Help

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18318188
  
  I am rejecting this response because: THIS IS A LIE! EA has not contacted me and this issue HAS NOT been addressed. BBB has to do something about this. Not only is EA refusing to update the game we paid for, they are blatantly lying to us with automated responses. This cannot stand! I, as a customer, deserve more than an automated ***************************** I certainly deserve more than an automated response that is a lie.

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

  Business Response

  Date: 11/01/2022

  Thank you for bringing this issue to our attention.

  As previously advised, 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.

  Kind regards,

  EA Help

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18318188
  
  I am rejecting this response because: THIS IS A LIE, EA HAS NOT BEEN IN CONTACT WITH ME! First you scam ** by taking a feature out of the game we paid for and now youre using EA Help to send automated lies? What kind of business is this? I cant even get a real response as a 10 year loyal customer. Never been *********************** this poorly before
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/26/2022

  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.

  EA produces the Madden 23 video game, which has a game mode called franchise mode In every previous year, they have updated this mode every week This year, they have not updated the game mode. They gave customers no notice about this change They let customers buy the game thinking this feature would be included, then they announced it just weeks ago.This is incredibly unfair. Thousands of people bought the game thinking theyd be able to use this feature. They manipulated their customers

  Business Response

  Date: 10/27/2022

  Thank you for bringing this issue to our attention.

  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.

  Kind regards,
  

  EA Help

  
  

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18317777
  
  I am rejecting this response because: this has not been properly addressed. This will not be properly addressed until it play now live updates are done weekly. Going to EA help does nothing. We were not notified about this change until after we bought the game. This still needs to be made right. 
  

  This will be an issue until play now live updates for franchise mode are done every week. This also says theyve been in contact with the customer, this is false. I have received 0 communication from EA and they have not acknowledged this on their socials.

  This response is not adequate. We need the feature to be updated weekly and an apology from EA for misleading us.

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

  Business Response

  Date: 10/28/2022

  Thank you for bringing this issue to our attention.

  As previously advised, 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.

  Kind regards,
  
  EA Help

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18317777
  
  I am rejecting this response because: this is unacceptable. EA is blatantly lying saying they have been in contact with the customer. THIS IS NOT TRUE. ********************** has not contacted me in any way or addressed the matter publicly. Their responses are automated by EA help, they cant even get a real person to address their customers. This is the worst Ive ever been treated by a business.

   

  The fact of the matter is, they misled customers by waiting to announce they wouldnt be updating franchise mode, and now they are lying by saying they have contacted the customer. Id ******************************************** human being that actually works on the Madden video games to issue a response. Anything else is completely unacceptable.

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

• Initial Complaint

  Date:10/26/2022

  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 have been a customer of the Company ******************** for a long time and played their franchises Fifa, ************ and others. I had not experienced major issues until last year (Madden 22) when I started playing online. I used a feature called "auction house" where digital assets (cards) are bought and sold with virtual currency. This is a free market where players can buy and sell the cards for the value they consider reasonable at the time. I also used a mobile app called the "companion app" where you can access the functions of this feature. The game, auction house and companion app are developed and provided by EA.As an open market, I try to sell the cards at the best price I think I can get and buy them for the lowest price I can to maximize my virtual currency, as I think is only logical to do. I have never used a third party to get virtual currency or used hacks or bots. All I have done admiteddly is to sell above market price by being patient and taking advantage of fluctuations or shortage of a specific card.Last year and this year, I got banned for what they refer to as "coin distribution". I have read the actions they refor to as misuse of the auction house (attached) and don't believe I have breached anything. EA does offer customer service where I have filed requests to review my bans, and they have come back negative, saying they have done a full review of the ban and it is upheld. I have no detail on why or what was the specific action I performed to earn it.In **************************************************************************************************** 2023 they banned me from the acution house (which is a large part of the game). The estimated spending I have destined to EA:Madden 2022 game: US$ ****** Madden 2023 game **$ ***** In game traansactions in the two years >**$200 EA Play membership ~US40 Total: >US$ 425 It is also worth mentioning their product this year has been full of bugs and glitches with no acknowledgment or solution

  Business Response

  Date: 10/27/2022

  Thank you for bringing this to our attention.

  We've reviewed the account and the action taken was due to a violation of our Terms of Service.

  This has already been addressed and the conclusion provided directly to the account owner.

  If the player wishes to dispute the action taken with any new information available, they will need to contact the EA Terms of Service team directly.

  Kind regards,

  EA Help

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18317096
  
  I am rejecting this response because:

   

  That is the same response response I received from their support team. It is not only false, but it lacks clarity and professionalism. EA takes the clients' money and blocks the user for large parts of their game without giving a reason or evidence. At this moment, I still have no information on my exact actions that allegedly broke their terms and conditions and how to avoid doing so in the future.

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

  Business Response

  Date: 11/01/2022

  Thank you for bringing this to our attention.

  As previously advised, we've reviewed the account and the action taken was due to a violation of our Terms of Service.

  This has already been addressed and the conclusion provided directly to the account owner.

  If the player wishes to dispute the action taken with any new information available, they will need to contact the EA Terms of Service team directly.

  Kind regards,

  EA Help

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18317096
  
  I am rejecting this response because:
  
  

  As previously stated, I have already gone through your processes with your team and have not received a valid explanation or enough detail to be satisfied with your response. I have not breached any terms or conditions and since you will not tell me what I did wrong, I cannot acknowledge it.

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

• Initial Complaint

  Date:10/26/2022

  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.

  This complaint is in regards to Madden 23 (per their advertising the most polished Madden TO DATE). Since purchasing this game in August, I have lost due to their game crashes and glitches no fewer than four franchises (the only mode I play). After my latest one crashed yesterday, I'm now no longer able to play my franchise I've been working on day and night for weeks. Their last patch was supposed to have addressed this issue, but guess what? It did not.I'm officially over all of the wasted time I've spent in this game for at not fault of my own the game to decide it's done with me, crash, and then corrupt my franchise save. I requested a refund from EA Sports who stated they couldn't do anything because it was purchased through XBox Marketplace. I then requested a refund from ********* who stated they couldn't refund it since I've played it (of course I played it, that's how I found out about the issues).I'm 110% done with this game and its issues and SOMEONE needs to be held responsible and give me a refund for them selling a faulty product (marketing it as super polished) and then refusing to stand behind it.Whatever supporting documents you request I can provide, but I can't access my franchise save to show you much of anything there.

  Business Response

  Date: 10/28/2022

  Thanks for the message.

  The fan has been in touch with our support and the issue has been addressed.  

  For information around our refund policy, please visit our Help Article here: https://help.ea.com/en/help/account/returns-and-cancellations/

  If you have any feedback or issues to report, we welcome them to join the conversation on our Madden Forums here: https://answers.ea.com/t5/Madden-NFL-Football/**-p/madden

  For anything else, we welcome them to contact us at help.ea.com and we'll be happy to assist.

  Electronic Arts

  EA Help

  Customer Answer

  Date: 10/29/2022

   
  Complaint: 18317353
  
  I am rejecting this response because: The issue hasn't been addressed in the SLIGHTEST! You are selling a knowingly defective game (please see how some of your largest content creators are experiencing these game breaking bugs) and aren't standing behind it and aiding your customers in obtaining refunds when sought. I understand I bought this game through XBox and not EA directly, but you guys should offer some level of assistance in obtaining a refund for selling knowingly faulty goods. I'm once again either asking for a refund and I would like your help in obtaining one! 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/03/2022

  Thanks for the message.

  
  As previously mentioned, the fan has been in touch with our support and the correct information was provided to them.  We consider the issue addressed.  

  
  For information around our refund policy, please visit our Help Article here: https://help.ea.com/en/help/account/returns-and-cancellations/

  
  If you have any feedback or issues to report, we welcome them to join the conversation on our Madden Forums here: https://answers.ea.com/t5/Madden-NFL-Football/**-p/madden

  
  For anything else, we welcome them to contact us at help.ea.com and we'll be happy to assist.

  
  Electronic Arts
  EA Help

  Customer Answer

  Date: 11/06/2022

   
  Complaint: 18317353
  
  I am rejecting this response because: Considering an issue addressed and addressing an issue arent the same thing. I truly hope your company has to pay for this pile of garbage youve sold consumers. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/26/2022

  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 claimed my account violated their terms of agreement and has banned my account from playing any games. However, I had just created a gamepass and EA account to play ****. After playing **** 4 for about an hour and doing nothing except making my character, a few days later I got the banned email. I asked EA to review this and provide me a reason because clearly my BRAND NEW account had been hacked, but instead of trying to do anything, EA has refused to provide me a reason for the ban but has continued banning my account from playing any EA games on gamepass. Considering I pay for this service, I feel I should have access to all games when I know FOR A FACT I did not do anything against user agreement rules, I literally couldn't have. If they are not going to provide a reason or any evidence, I consider this an unjust ban to what is supposed to be rightfully accessed features.

  Business Response

  Date: 10/27/2022

  Thank you for bringing this issue to our attention. 

  Unfortunately, the account in question is not associated with the email address or information provided with this report.  We are unable to discuss account details without verifying the account holder and request the customer to open a case with us at *************************** where we'll be happy to assist.
  

  Kind regards,

  EA Help