Business Profile

Wholesale Video Games

Electronic Arts, Inc.

Headquarters

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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

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.

Initial Complaint
Date:10/19/2022
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.
Electronics arts wrongfully banned my MADDEN 23 account for 'cheating'....this is ridiculous...i attempted to contact their live chat service, but the people there are clueless and unable to help...i attached the ban history page from ea help ...it doesn't even show that i received a ban, only for madden 22, which i am not concerned with...i want my madden 23 auction house and binder unlocked....help ea!! quit being thieves my EA ID- ************ i have been a member since 9/3/2019 and never had an issue until now Many of their players/customers have been complaining about wrongful bans on social media and i am another customer this has happened to...i want my account unlocked..i never cheated in the game, i barely even got a chance to play it , since almost everything is broken inside the game
Business Response
Date: 10/19/2022
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. 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: Information About Banned or Suspended Accounts.
Kind regards,
EA Help
Customer Answer
Date: 10/23/2022

Complaint: 18244536

I am rejecting this response because: i did contact the terms of service team... they said there was no ban showing for my madden 23 playstation account...i can play on xbox no problem, but my playstation account is banned ...this can't be right...madden 23 psn: ardent_sniffle7 ...there was no terms of service breaking...i barely even played the game...come on ea , do the right thing

Sincerely,

*****************
Business Response
Date: 10/27/2022
Thank you for bringing to our attention.
As previously advised, 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.
Kind regards,
EA Help
Customer Answer
Date: 10/27/2022

Complaint: 18244536

I am rejecting this response because: the terms of service team did not help...this is madden 23, not madden 22...please help ea...do the right thing

Sincerely,

*****************
Customer Answer
Date: 10/27/2022

Complaint: 18244536

I am rejecting this response because:

I am rejecting this response because: i did contact the terms of service team... they said there was no ban showing for my madden 23 playstation account...i can play on xbox no problem, but my playstation account is banned ...this can't be right...madden 23 psn: ardent_sniffle7 ...there was no terms of service breaking...i barely even played the game...come on ea , do the right thing

Sincerely,

*****************
Business Response
Date: 10/28/2022
Thank you for bringing to our attention.
As previously advised, 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.
Kind regards,
EA Help
Customer Answer
Date: 10/29/2022

Complaint: 18244536

I am rejecting this response because: there is clearly no ban notice on the ea help website for madden 23 playstation, yet my account is still locked...the terms of service team was not able to help....which is why i turned to the bbb...ea do the right thing...i understand its easy to deflect responsibility but i'm looking for someone at ea that has a heart that can also simultaneously read. its clear my account has no active ban for madden 23 playstation..therefore my account needs to be unlocked

Sincerely,

*****************
Initial Complaint
Date:10/18/2022
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.
Hacking my console
Business Response
Date: 10/19/2022
Hello,
This customer has filed several ******************** complaints over the past month referencing the same issue. We request the customer to review our previous responses in those complaints and follow the directions provided there.
Kind regards,
EA Help
Initial Complaint
Date:10/18/2022
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 Friday October 15th i attempted to reach EA sports via telephone as well as through their online portal to get some assistance with missing content for *** 23. That day an agent advised me that this was an ongoing known issue which would soon be resolved. I called back on 10/18/23 and spoke to an agent at 5:06PM ET for 22 minutes. She was extremely rude and completely unwilling to help, she stated EA has an article that states that this issue is resolved. I double checked the article and read it out to her confirming the issue was NOT resolved for me and that i had neither received a discount or the promised 500 points. She stated "I will not repeat myself and am going to end this call, goodbye" and the call ended. This was incredibly unprofessional and very poor customer service. My issue is still not resolved at this time and this is the reason i am filing a complaint.
Business Response
Date: 10/19/2022
The account in question is not associated with the email address or information provided with this report. Were unable to discuss account details without verifying the account holder and welcome the customer to open a case with us at *************************** where we'll be happy to assist.
Initial Complaint
Date:10/18/2022
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.
On the 13th of October I bought a legendary strategy item off the auction house. The auction is a place to by players and other team related items. The strategy card is a card that E.A released the night I bought it they were going for 500 k in mut currency the next day the price on them dropped tremendously and later that night without warning I was banned. I then called and emailed ea help multiple times and filed case after case I have talked to advisors on the ea help site who looked through all my transactions on the games auction house and they even said their isnt a reason I should still be banned but I still am. I have eeven tagged E.A in peoples post about them selling and buying coins on ******* and other social medias. I have also never had any infractions or any kind of trouble on madden prior to this ban. My Psn natewest304 thats my gamer tag associated with my ea account. My ea account is nateweezy304. I have also spent hundreds of dollars on the game this year alone not including the thousands prior to this game dropping.
Business Response
Date: 10/19/2022
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
Customer Answer
Date: 10/19/2022

Complaint: 18241994

I am rejecting this response because: I have contacted them multiple times Im about to take legal action against the company their blantalny stealing from me

Sincerely,

*****************************
Business Response
Date: 10/20/2022
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
Initial Complaint
Date:10/17/2022
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 bought Madden 23 for its connected franchise mode. I moved out of state and it seemed like a good way to keep in touch with friends. However, the game and that mode particularly are extremely bugged. It is to the point where it is unplayable. No matter what you try and do it always reverts back to the off-season draft. This has been going on for over a month now. A quick search on online forums and on social media sites such as ******* show that a lot of people are experiencing this same issue. I have searched for some sort of public acknowledgement from the company as to if they are working on a fix and when one can be expected. However, there has been nothing stated despite many posts to the companys social media. Since this game is bugged and in its current state unplayable, I feel as though a refund is the only option left.
Business Response
Date: 10/18/2022
Upon review, we request the customer contact us at *************************** and well be happy to assist.
Customer Answer
Date: 10/19/2022

Complaint: 18236193

I am rejecting this response because: I have already tried that site first. Per your request I tried again. When I click select contact option, the attached picture is the screen it stays at with no options for contact. Since the box says when you connect with us, I left the screen on thinking maybe a text box might appear but none ever did.

Sincerely,

*********************
Business Response
Date: 10/20/2022
Upon review, we request the customer contact us at *************************** and well be happy to assist.
Customer Answer
Date: 10/24/2022

Complaint: 18236193

I am rejecting this response because:
I have attempted to contact off the website to no avail
Sincerely,

*********************
Initial Complaint
Date:10/17/2022
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 lost money due to technical difficulties encounter in the game while playing. The game lagged while I was playing and it created a delay which in turns cost me money. Game: FIFA23. I lost ******* coins in the game due to technical difficulties. I want a refund.
Business Response
Date: 10/18/2022
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.

Electronic Arts
EA Help
Customer Answer
Date: 10/18/2022

Complaint: 18235836

I am rejecting this response because:The issue was not resolved. They do not have any infrastructure in place to help customers in this way yet. Which I think they should have. I took a big loss due to their system not functioning the way it is supposed to, like they promised. I need to get my item back. Thats the only resolution I would accept.

Sincerely.

Business Response
Date: 10/20/2022
Our support team has appropriately addressed this issue, and as such, we will not be in a position to offer an alternative outcome. However, we welcome the customer to ********************* us again at help.ea.com should any other issues arise.

Electronic Arts
EA Help
Initial Complaint
Date:10/17/2022
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'm filing this due to constant technical issues that are plaguing their star wars galaxy of heroes game. They update the game about a month ago, and many users have been experiencing crashing issues during the games. Now a lot of us have put money in this game, we expect any issues to be fixed in a timely manner. I have reached out to their support unit, and basically got the runaround with they saying they are collecting data on the issue. Well a month later and still no updates on the game so at this point I consider this a case of defrauding customers out of their money if we can't play the game without it crashing on a daily basis. This is a last ditch effort for them to fix this issue. The upload is the conversation I had with EA capital help staff on Sept 26th, and here we are in the middle of Oct now. If issue is not fixed, I want a refund on all expenses I have spent on this game, as I feel I bought a defective product now.
Business Response
Date: 10/18/2022
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.
Initial Complaint
Date:10/17/2022
Type:Product 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.
I purchased gems from their Club Pogo site bout ****. I reported that the gems did not appear in my account. They sent about 5 emails asking for the same info Which I supplied, and few other email msg. No gems yet, No correspondence for a couple days, though a week end
Business Response
Date: 10/18/2022
We've reached out to the player and the issue has been addressed. We welcome them to contact us at help.ea.com for any future issues and we will be happy to assist.
Customer Answer
Date: 10/19/2022
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.
It is inexcusable however, tht i should take 3 weeks, ad dozen email, and complaint to BBB to resolve thi simple issue.,
Sincerely,

*************************
Initial Complaint
Date:10/17/2022
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.
Year after year *********** there is usually something wrong with it but they put in quick fixes to make it work. This year the game is completely broken and they cant fix it. Im sick of it and i want my money back for being sold a faulty product. Simple features in the game just dont work and playing it wastes my time. I paid $99.99 plus tax. Im not the only person with this problem.You can check out @maddenNFLdirect and see just how problems the game has and how broken it is and how frustrated everyone that bought the game are.The pictures included is me redeeming my season 2 token for xp but no xp is being granted. No matter how much i play, it doesnt track and the passes are time sensitive.
Business Response
Date: 10/18/2022
Hello,
There is no record of the Customer having contacted our support for assistance. We request they contact us at help.ea.com where we can address their concerns.
Kind regards,
Electronic Arts,
- EA Help
Initial Complaint
Date:10/15/2022
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 purchased the game Madden 23 for the PS5 on July 16th via download thru their PlayStation server, I also purchased Ea Play which is a subscription that enables you to get discounts on games packs in game etc also purchased from secondhand a PlayStation plus card that enables one to play online in their PlayStation network all of these products/services are all in conjunction to Madden 23 game The sole purpose of buying game and services is to play online in their ultimate team mode. The main goal here in this game is to build up a team to play challenges head to head against other online players, and as playing these games you get rewards coins players etc.. The main purpose here of why I want a refund for all 3 of the above, I dont believe they help up their end of deal of providing fair game services.. For example theres these solo battle games we play and each win were supposed to get points towards rewards but throughout the two months or so playing game time after time not getting credit for wins, another example rewards that we win at times they are delayed or not given at all,.Then with all that their customer service is bad ************************ limited times you get to chat online or over phone but most time got email with problems and with all 3 venues they never answer the problem directly, hate to say it big corporation big money all they care about $$$.. and with this said there hundreds if not thousands of people that feel the same can be seen thru social media comments or thru their chat platform..Though yes with all the problems having I am unable to play the game I purchased in a competitive way What I would like is a refund of all 3 service/products: Madden game $89.99, Ea play $29.99, and PlayStation plus card I purchased secondhand though put code thrust their interface $44.99
Business Response
Date: 10/17/2022
We are working to address issues reported in Madden and keep our players updated through our Gridiron notes, which you can find 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: 10/18/2022

Complaint: 18229265

I am rejecting this response because:
Time after time they have issues with the game, and it effects the game play so much to a point it puts a huge disadvantage to players like myself who prefers not to give in and spend money in their store to buy packs , though in my opinion thats exactly what they want you to do, and with them saying their working on issues been saying that since the start back in July August, also their help though its not its like your talking to robots never get a direct response sorta how they answered this complaint, just trying to give enough to get by, unacceptable to me, cant play the defective game too many problems arise each and every day, just yesterday another reward not granted, very Sad..

Sincerely,

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

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Electronic Arts, Inc. is NOT a BBB Accredited Business.