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Business Profile

Wholesale Video Games

Electronic Arts, Inc.

Headquarters

This business is NOT BBB Accredited.

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Important information

  • Customer Complaint:

    BBB’s business profile for EA Sports, Inc. was created in August 1985. A review of complaints state concerns of players' account termination and restriction.

    BBB recommends users to be familiar with their User Agreement, section 8. Termination and Other Sanctions. In addition, for more information about your ban or suspension and for ban/suspension appeals, please visit My Ban History.

    For additional support options, please visit EA Help.

Complaints

This profile includes complaints for Electronic Arts, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 4,297 total complaints in the last 3 years.
    • 1,234 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/21/2022

      Type:Product Issues
      Status:
      Answered
      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.
      After having to download Game Patch **** for Madden 23 on Friday, October 14th, I am now completely unable to access any of the Challenges in Madden Ultimate Team. Instead, when trying to access this, I am now getting the infamous "EA Servers cannot process your request at this time. Try again later" message. This then kicks me back to the main screen. This issue also hampers me from being able to complete the much needed steps toward the Field Passes also.In addition, I found that the Team Diamond set that I had spend lots of coins on yesterday was stripped from the game last night. WTH? Am I going to get those cards/coins back, or did EA just s**** me over AGAIN? I also still haven't received rewards from Challenges (back in the glory days when I could access them) that I beat multiple weeks ago?EA, fix your game and give me my access to Challenges back. Give me my rightful rewards that I've earned. How about you do this for your consumer instead of releasing more material to line your own pockets with cash? I filed a ticket on this, I've tried all the "solutions" from EA Help and nothing works. Heck, your customer support tried to close my ticket for this issue when it's only been open a few days and no fix has even been attempted on your end. Fix the issue and make it right. Actually try to value your consumers for once.

      Business Response

      Date: 10/24/2022

      We are working to address issues reported in Madden and keep our players updated through our Gridiron notes, which can be found here: https://www.ea.com/games/madden-nfl/madden-nfl-23/gridiron-notes. Otherwise, we welcome the player to contact us at help.ea.com for any future issues, and we will be happy to assist.

      Electronic Arts
      EA Help

      Customer Answer

      Date: 10/25/2022

       
      Complaint: 18294008



      I am rejecting this response because: The Gridiron Notes are only released when there is a Patch. EA does NOT keep the players informed of major issues, nor do they communicate in any which way how issues are to be addressed or when. They keep their player base in the dark, and continue to only talk about upcoming cards/items that will continue to line their pockets with money, while not caring to fix their many, many broken issues with the game. Also, I have contacted EA Help and submitted a ticket for this issue. EA Help tried to close it the next day. I have to continue to fight to keep my ticket open, as they continuously try to close it every few days. I expect more when shelling out $100 for the *** version of a game that I now can't play because my favorite part is unplayable. Give me a refund since you don't seem committed in any sort of way to actually fix your game.

      Sincerely,

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

    • Initial Complaint

      Date:10/20/2022

      Type:Product Issues
      Status:
      Answered
      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 recently went online at https://help.ea.com to recieve help for a game ( MADDEN 23) that I had purchased and been missing in game content for ON OCT. 14 2022. Upon filling out the help for to request a case number the site sends you to a page that is not working and says the site is down. I checked the next day and still was unable to file a case for customer support. The site has a customer comments section where you may **************************************** comment or critique for the site. I decided to reply and leave a comment to another customer who was having the same issues. I mentioned that I was missing in game content as well as the game was crashing and filled with numerous bugs that have existed since the release of the game which has been documented in press. A couple of days later On Oct 17 I received a notice via email from EA Sports that my account had been banned and all of my in game credits and purchases had been wiped out and acces to the games auction block mode necessary to play in competitive online matches was locked. Over 5 million credits of in-game currency and progress by purchase of in game content was now being made useless. I have spent well over $2000.00 in game and over $8000.00 USD in total towards this game series. The only explanation given stated I was being banned for "coin distribution ". Since all of my coins and credits have come from online purchases inside of the game itself the company can easily see my purchase history and verify. This appears to be a retaliation for leaving an honest comment about the issues I am having with this game on the companies website. My Gamer Tag is BMORE-REP-HARD on the PS5 network EA CASE#*********. I am seeking a release of my account access and restoration of the over 5mil in credits plus compensation for the damages as I am now falling behind in competitive play. Otherwise I would like a full refund of every ingame purchase totalling over $2000. USD and a refund for Madden 23. As of today EA has yet to resolve.

      Business Response

      Date: 10/21/2022

      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


      Customer Answer

      Date: 10/21/2022

       
      Complaint: 18253964

      I am rejecting this response because:

      Sincerely,

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

    • Initial Complaint

      Date:10/20/2022

      Type:Product Issues
      Status:
      Resolved
      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 the All Madden edition of Madden 23 in September on sale through the PlayStation store for $74.99 plus tax. I play the Madden Ultimate Team. The game has been full of issue after issue. The game hasnt been counting everything the players are doing or rewarding us what we have earned. I am missing rewards for 4 weeks ago from the Gridiron Guardians House Rules. I have submitted 3 requests to EA help. 2 have been closed with no contact from EA & no resolution. Im also not getting credit for my progress for the current season so Im missing out on rewards again. This is only 2 issues I experienced, but I have experienced many more. I know many Madden players are experiencing the same issues. I paid good money for this **************************** been littered with issue after issue. I feel Ill been cheated & should be compensated with a partial refund on what I paid for dealing with a broken game & also be provided additional rewards/players/coins for my ultimate team for dealing with these issue, the stress, and frustration it has caused

      Business Response

      Date: 10/21/2022

      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: 10/21/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

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

    • Initial Complaint

      Date:10/20/2022

      Type:Product Issues
      Status:
      Answered
      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.
      Yes my original email I used to create my EA account was hacked about 2 year ago I have been recovering my accounts and changing the emails on them from different companies the original email i used and that has been hacked was ********************** I was wondering if you all could change the email for me as I cannot play EA games because sometimes they send things to that email I do not have access to anymore. If you all could reach back to me that would be greatly appreciated.

      Business Response

      Date: 10/21/2022

      Thank you for bringing this to our attention.

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

      Kind regards,

      EA Help

    • Initial Complaint

      Date:10/20/2022

      Type:Product Issues
      Status:
      Answered
      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.
      Purchases made for digital content from August through middle of October for +/- ***** usd. Received an auto ban from a bad algorithm stating I violated terms of service and received an auto email stating the same.This complaint is my final attempt for resolution before arbitration is pursued. I'd like a refund for all purchases from August until now.

      Business Response

      Date: 10/21/2022

      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 outlines at the following link: https://help.ea.com/en/help/account/information-about-banned-or-suspended-accounts/
      This is the only valid means to have an account sanction reviewed.

       

      From reviewing the account, I can see that the status of this player's EA account has been updated recently.

      We recommend the player review our recent correspondence for further information.

      If there are any further questions, please create a new case on our help website at help.ea.com.

       

      Thank you.

      EA Help
      Electronic Arts

    • Initial Complaint

      Date:10/19/2022

      Type:Product Issues
      Status:
      Answered
      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 played The **** since it first came out in ****. I have played each subsequent edition--except the last one (**** 4). My favorite is **** 3, which is all I play anymore. I purchased 12 items: The **** base game, World Adventures, High-End Loft ****** Ambitions, Fast Lane ****** Late Night, Supernatural, Seasons, University Life, 3 Island Paradise, Generations, and Into the Future. I had to uninstall and reinstall the games on my computer (PC laptop), which exceeds all the technical requirements of The **** games. But the following items failed to download: World Adventures, High-End Loft ****** Fast Lane ****** and Late Night. For the past two weeks, I have sought help, and followed the instructions given: visit the Help pages, clear the computer and game cache, uninstall/reinstall, etc. None of these solutions worked. I have spent hours waiting on the phone only for the calls--happens every time--to be dropped (not on my end) with no resolution to the problem. I do not want to have to repurchase these items, and I'm not certain they'd download even if I did. I requested that I be provided with new codes for those items or enough credit to obtain those items without having to pay for them over again. This has been going on for a couple of weeks now and I am a bit frustrated. I would like to resume playing my game with all of the components. I believe my resolution to be fair, but no one from EA has even acknowledged my request. Yet, I keep receiving satisfaction surveys in my email to fill out. They must be automated because certainly, no one has been paying any mind to my survey responses. I would appreciate your assistance. Thank you.

      Business Response

      Date: 10/20/2022

      We've 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 and well be happy to assist.

    • Initial Complaint

      Date:10/19/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 purchased more than $1800 of in game purchases on madden *** 23. On 10/17/22 I was issued a ban for cheating. This is a false claim as I have never broken terms of service. All of the funds stated above were for in-game purchases which are now useless. I have reached out to their customer service ******************** and not gotten a response. Due to this I would like a full refund on all funds spent and an apology from the company.

      Business Response

      Date: 10/21/2022

      Thank you for bringing this to our attention.

      An issue arose where some Madden players were incorrectly sanctioned in ********** 23 HD. The issue has been resolved and all affected players have been notified by our Terms of Service and had their account reinstated. As such, we consider the matter resolved.

      If the Customer wishes to follow up with us, we recommend contacting us at help.ea.com for further support.

      Kind regards,
      Electronic Arts,
      - EA Help

    • Initial Complaint

      Date:10/19/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 August 16th, 2022 I purchased their Madden 23 video game. Their Madden Ultimate Team portion of the game involves the purchasing of in game items. I have purchased thousands of dollars in items with the full intention of using them in this game mode. Since the very start there has been issue(s) after issue(s) with this game mode. Today I received a notice that I am permanently banned for cheating. I have not cheated and I have not done anything wrong. Due to this ban I am no longer allowed to access significant portions of the game. Therefore I am filing this complaint to receive a refund on the thousands of dollars that I have spent on in game items. I am also requesting a full refund on the purchase of the game as well. I would also like to add that this company has been wrongfully banning other customers as well and hope that they will look into this issue.

      Business Response

      Date: 10/21/2022

      Thank you for bringing this to our attention.

       

      An issue arose where some Madden players were incorrectly sanctioned in ********** 23 HD. The issue has been resolved and all affected players have been

      notified by our Terms of Service and had their account reinstated. As such, we consider the matter resolved.



      If the Customer wishes to follow up with us, we recommend contacting us at help.ea.com for further support.

       

      Kind regards,

      Electronic Arts,

      - EA Help

    • Initial Complaint

      Date:10/19/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Madden 23 released in mid august. In those short 2 months, I have a laundry list of bugs and nothing about this game works correctly, except for their micro transaction system . And even then you could not get content you paid for. Ive filed numerous cases and complaints over the last two months with nothing more of a response than to their aware and to wait. Well Ive patiently waited for two months after Ive been screwed over and over . They sold me a lemon and the only part of the game that works and they make sure works is the micro transactions .

      Business Response

      Date: 10/20/2022

      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

    • Initial Complaint

      Date:10/19/2022

      Type:Product Issues
      Status:
      Answered
      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.
      Electronic Arts continues to put out buggy and broken software (Battlefield **** & Madden 23) at the cost of $100 per game, while providing broken subscription services (EA Play) with no way for people to claim rewards other than relying on the company to ******* them to you. This prevents users from playing the game in the intended manor they paid for while having rewards not being granted to the customer. Any attempt to ********************* the company , gets fwd to a call center in *****, and you are told to open a help ticket, which goes ignored and closes after a period of time with no resolution.

      Business Response

      Date: 10/21/2022

      We are working to address issues reported in Madden and keep our players updated through our Gridiron notes, which can be found here: https://www.ea.com/games/madden-nfl/madden-nfl-23/gridiron-notes. In addition, we welcome them to contact us at help.ea.com for any future issues, and we will be happy to assist.

      Electronic Arts
      EA Help

      Customer Answer

      Date: 10/21/2022

       
      Complaint: 18245342

      I am rejecting this response because: Gridiron notes do nothing to compensate for products not up to par or falsely advertising features that do not work for weeks to months at a time.   EA Help has been contacted numerous times and offers no help and only refers you to Gridiron notes or states they are aware and working on it.  I would not have taken this step if those avenues provided any assistance.

      Sincerely,

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

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