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:10/15/2022
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 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. Just type in #madden on ******* and you will see Im not the only person having issues with this company. In the file attached you can see its clearly week 1 still but the *** is on week 6. They advertised and sold a game with a mode that is unplayable.
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: 18228153

I am rejecting this response because:

Sincerely,

*****************************
Initial Complaint
Date:10/15/2022
Type:Order 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.
Electronic Arts still continues to hack my console
Business Response
Date: 10/17/2022
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
Initial Complaint
Date:10/14/2022
Type:Service or Repair 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.
*** 23 Pre-Order October 14, 2022 I pre-ordered *** 23 for PS5. I was excited about the new presentations which were a major selling point in the "*** 23 Official Presentation Deep Dive Trailer"I was very surprised to see that "Full Broadcast" mode was removed entirely and pregame presentations are rarely played. I always played *** 22 with full presentation active because I prefer to see things I would see watching a real *** game broadcast. This game was touted as more presentation heavy, but it is certainly not thus far. The rare on ice lightshows / anthems would have been a smaller issue if the "Full Broadcast" mode were still available. Full disclosure, the most frustrating thing about this is that devs are on record stating the mode was removed intentionally within the EA *** 23 Forum. Sport game pre-orders are sight unseen and made on faith that the game is at least a little better than the previous year. EA spent some serious time and money promoting the "presentation" in ***23. There is objectively less presentation this year despite advertising claims.
Business Response
Date: 10/17/2022
We welcome players to provide feedback for improvements through various channels; our primary route for game improvements can be found here: https://answers.ea.com/t5/NHL-23/ct-p/nhl-23-en. 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
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory, but will continue to pursue resolution through the businesses contact information.

Sincerely,

***********************************
Initial Complaint
Date:10/14/2022
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.
Madden 23 has been a complete scam. The game cost consumers at least $60 and has failed to live up to any promises EA has made. The game has not worked correctly all year and when you contact support they are totally unhelpful. The pack odds are a complete lie and and are forced down your throat everywhere you look. They do not give out coins/packs that players are earning and will not correct the issues. Consumers are promised to get by spending our time to unlock said packs via playing the game. We have been mislead all year on rewards we would receive from playing the game without spending money on the countless micro transactions that EA places in all of their games. They lie when asked players would receive items that are missing. They tell players they would fix said issues by a certain day and they would not correct the issues and just hope players would forget. The customer service does not help with any issues at all. They will all repeat the same thing stating "we are aware of the issue and our team is working to fix it". EA needs to be held accountable for the endless lies and coverups, they need to be accountable for robbing consumers of their money and their time.
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: 18225075

I am rejecting this response because: This response still does nothing in terms of addressing the issues I stated above.

Sincerely,

***************************
Business Response
Date: 10/20/2022
The issues reported in Madden continue to be investigated by the studio team. We provided the player with our Gridiron notes to ensure that the customer had complete visibility of the work being carried out. 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
Initial Complaint
Date:10/14/2022
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.
Support team provided allowed a random user to change my password and access my account without verifying via associated email.He changed my region to ***** and broke TOS banning my account.After explaining my situation and providing evidence as to the random user changing regions. I received no response on why they allowed an individual into my account. Not only did I lose access to my account, I also lost access to several other digital purchases I made with the company with copy paste responses from the support team. I'm not surprised as looking online, hundreds of others are complaining about this issue and those are just the ones willing to share the information with others.
Business Response
Date: 10/14/2022
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
Customer Answer
Date: 10/14/2022

Complaint: 18221626

I reject this response: it does nothing to address the issue with my account.
Firstly, I've contacted the help desk numerous times in the past just to receive answers from a bot saying sorry we can't help you. How will this time be any different.
Secondly, I cannot even access my account to address its suspension. The credentials do not work and I receive reset password links to my email in Chinese.
Even after resetting my password, I am still unable to access my account and file a support ticket.
How would I be able to address my concerns without an account to file a complaint? How else can I have this issue resolved?

Sincerely,

***************
Business Response
Date: 10/19/2022
Thank you for bringing this to our attention.
As previously advised, we request the customer contact us at *************************** and well be happy to assist.
Kind regards,
EA Help
Initial Complaint
Date:10/13/2022
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.
They have banned my account with no reason stated and refuse to give me a real reason on why. I've spent probably more than $500 on this game if not more. I'd like to either get my account back or a refund for the money they basically stole from me.
Business Response
Date: 10/14/2022
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.

Once you submit your dispute, our Terms of Service team will review the sanction and respond with their findings.
It is important that the dispute case is not updated while being reviewed, as doing so may remove it from the queue and delay the review.

Thank you.

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

Complaint: 18209386

I am rejecting this response because:I already tried to go through that process but your team was no help and gave me no information on why I was actually banned. Ill at the very least need a real reason.

Sincerely,

***************************
Business Response
Date: 10/20/2022
To whom it concerns,

Thank you again for your message.
As mentioned previously, the only means to dispute an account sanction is to 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.

Thank you.

EA Help
Electronic Arts
Initial Complaint
Date:10/12/2022
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.
Electronic Arts has offered a defective and incomplete product. The product was released in August 2022 and it has ceased to function as early as September. Numerous complaints have been filed with the company, but no resolution has been offered. This product retailed for about $70 and it affects around 7 million consumers. This has amounted to theft and fraud at this point or about $490M total in theft. EA Madden 23 ******* account has volumes of complaints with little to no response from EA.
Business Response
Date: 10/13/2022
Our studio team are working on some of the concerns raised in the players complaint. For any other issues, we welcome them to contact us at help.ea.com and well be happy to assist.

Electronic Arts
EA Help
Initial Complaint
Date:10/12/2022
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.
At some point within the past year my Origin account (now EA App) was hacked. The hacker (who changed all my info to Russian) apparently installed multiplayer cheats in my Battlefield games and as a result I am now banned from all servers. One game, Battlefield 1, states that I am unable to download it in order to play single player (offline) because apparently this hacker did something that went against EA's policy. So now I have several games that I am unable to use. I contacted EA and Punkbuster several times, but I have not heard back from either one on this very serious issue.

My complaints are as follows:

1. Regardless of whether someone hacked my account and cheated online under my account name EA does not have the right to prevent me from downloading my game (Battlefield 1). I paid for it. I understand that it is PunkBuster who handles bans for online cheating, but this should have no baring on my ability to download and play the game offline.

2. It was EA's Origin client that was hacked, and I am the victim of that hack. I should not have to re-purchase these games due to EA's poor security. And through some research online I discovered that Origin accounts have been hacked A LOT. And like me, EA failed to respond to those users as well (based on what I read).

3. Even if I were willing to re-purchasing the games in question, the EA App will not allow me to do so, because the games show as 'already purchased'. This is one of the main points I wanted to discuss with EA, but again, I have received no replies to my inquiries.

This situation is unacceptable. Not only due to the loss of my games, but also because I have over 5 years invested in Battlefield 3 (2550 hours). I know this sounds silly, but it takes a long time to reach level 100 on these games. And the fact that I have been playing for five years, then suddenly, one day, I get banned from multiple games for cheating... should have been a red flag.
Business Response
Date: 10/13/2022
To whom it concerns,

Thank you for bringing this matter to our attention.

In order to resolve an account related issue, a player should contact our support through a live channel (chat / phone).
This is necessary so we may verify the account, correct it's details where necessary and discuss the particulars of the account.
We cannot confirm that this layer has contacted our support through a live channel as required.

Please create a case on our help website through help.ea.com and request to speak to an advisor through chat or phone to resolve this matter.

Thank you.

EA Help
Electronic Arts
Business Response
Date: 10/20/2022
To whom it concerns,

Thank you again for your message.
As mentioned previously, the only means by which to dispute an account sanction is by following 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.

Thank you.

EA Help
Electronic Arts
Customer Answer
Date: 10/20/2022

Complaint: 18201489

I am rejecting this response because:
I have lodged complaints with https://help.ea.com/en/help/account/information-about-banned-or-suspended-accounts/ multiple times and received the same automated messages regarding my account being banned for violated ToS. The company refuses to address the fact that my account, like so many others, was hacked due to their lack of proper security, and that the ToS was violated by the hacker under my accounts (plural). For the record, I do not expect this situation to be resolved. I, like so many others, have taken the only steps available to me via EA's (deliberately) broken help system and received the same unethical results. I simply wanted to make my situation publicly known. However, ***** **** ** ** ******* ****** ** *** ** *** *** ** **** ***** ********** *** ****** **** ** ******* *** ** * ****** **** *** **** there's nothing more to be gained. In conclusion, I have found EA to be an unethical company and will no longer being associating myself with them or their products.

Sincerely,

Joshua Campbell
Initial Complaint
Date:10/11/2022
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.
This is a broader complaint about issues effecting however many people purchased the game. People have purchased currency within game that is unusable due to an error on their end. Promised rewards are not being granted. It's absolutely absurd that they are accepting payment for an incomplete game but also processing in game transactions for a product that does not work. I hope that you can do something about this fraudulent company.
Business Response
Date: 10/12/2022
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:10/11/2022
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.
Please fine Electronic Arts for the continued production of a subpar product year in and year. This my last complaint.
Business Response
Date: 10/12/2022
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

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