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Business Profile

Wholesale Video Games

Electronic Arts, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wholesale Video Games.

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

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    Customer Complaints Summary

    • 4,296 total complaints in the last 3 years.
    • 1,232 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:10/10/2022

      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.
      Purchased the next gen ******* of game august 19th 2022 for over $70. The game has not worked correctly since launch day, specifically madden ultimate team. The rewards you spend hours earning never show up, defeating the only purpose of the game. Have reached out to EA for months, mostly with no response from them. If they do respond it's one message and then complete silence. Nothing has been done to fix the problem or even acknowledge it exists. Have sent emails tweets direct messages nothing. I'm disgusted at spending almost $100 on a broken game and being ignored by the creator for months

      Business Response

      Date: 10/11/2022

      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.

       

      Electronic Arts

      EA Help

      Customer Answer

      Date: 10/12/2022

       
      Complaint: 18192206

      I am rejecting this response because:

      Sincerely,

       

       

      Email linked to my ea is ******************** I have multiple cases open I have reached out constantly to you guys on ******* and you do nothing but blatantly ignore me. It's comical that you suggest filing a complaint through your website when you ignore those as well. This is my second case in 2-3 weeks. The previous case was closed by you with no attempt to reach out to me or rectify the issue. It is despicable you treat customers like this and it's not just me, there are thousands of other customers complaining on ******* that their game is broken and you refuse to respond to them either.

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

      Business Response

      Date: 10/18/2022

      Thanks for providing those details for us.

      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: 10/19/2022

       
      Complaint: 18192206

      I am rejecting this response because: you are a multi-billion dollar a year company and you can't successfully fix game issues in a two month time-span? It's beyond frustrating that you claim to be "happy to help" yet you have ignored every single one of the complaint tickets I have filed through your website, you ignore every email, every tweet and every direct message that I have sent to EA help. I have multiple cases filed and you have yet to respond to a single one in a span of months. So you are telling me a company that made over a billion dollars in the previous year not only lacks the capability to fix problems in a timely matter but also lacks the manpower to even respond to customer complaints? I find that extremely hard to believe, I'm far more inclined to think you just ignore your customers who you have charged $80 for a broken game. What is your excuse for not being able to respond to a single request in a two month time period?

      Sincerely,

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

    • Initial Complaint

      Date:10/09/2022

      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.
      Electronic Arts hacking cost me yet another important game.

      Business Response

      Date: 10/10/2022

      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:10/09/2022

      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.
      I bought a year subscription to Pogo on July 14, 2022 on Pogo.com that is owned by electronic arts. On Friday September 30, 2022 I could no longer access the subscription part on pogo. I could play the free games but not the exclusive games you pay for with the subscription. The next day it still wasn't working. I did the live chat where I was told it is a bug and they are working on it. A few days go by and still nothing. I opened a case with EA.com that I was having issues. Monday morning (October 3, 2022) I get a ******** message from someone from EA.com asking me for my email and ***************************** that they are working on the problem. The next day nothing! I messaged the person back on the ******** messenger what the progress is and no response. Wednesday the same thing; I messaged them again to please respond and nothing. Thursday I noticed the case I open for my issue was now marked fixed which it has not been fixed. I opened another case! Did another live chat and was told they only help valuable players. I paid for a year subscription! Finally found a phone number to speak to a real person but it was more of the same run around and was told I would have to pay for the subscription again if I wanted to play. Seriously? You want more money from me? I'm beginning to think this web site is a scam. They cannot answer questions, they did not post this issue on the web site (and they told me this happened to a lot of people). I want my account either to be fixed and compensate me for my time lost that I could not play or refund me my money. Oh, my second case I opened with them was marked no fix and a third case was opened and that was marked closed.

      Business Response

      Date: 10/10/2022

      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: 10/11/2022

       
      Complaint: 18189565

      I am rejecting this response because: I, the customer, have been trying to get in contact with someone at EA to fix my issue but no one will respond back, and NO my issue has never been fixed. Not at all, not a little bit. There has been no answers or movement on the part of EA. Even now after they responded back to BBB, they have not fixed my issue or come forward with a resolution. Here are some solutions, since I'm not hearing anything from EA, EA can refund my money; they could give me a discount code so I could at least play while they fix this issue, or they could just simply fix it. Also, if they are having problems why don't they announce it somewhere on their web site, so the customers know what's going on. I do not understand how EA can have a rating of A- on the BBB. Because they respond back right away? They are giving the customers the run around. There are 76 pages of complaints on the BBB. Seriously!?!? This is a scam when I do not have the service I paid for, and I am not getting any information on what's being done. 

      Sincerely,

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

      Business Response

      Date: 10/18/2022

      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: 10/19/2022

       
      Complaint: 18189565

      I am rejecting this response because: My issue has NOT been fixed! Again, as I previously stated this company has made no effort fixing this nor have they refunded my money. I wanted either the issue fixed so I can play the club Pogo games or refund my money and neither have been done or even attempted to be completed. I haven't been able to use the Club Pogo Membership since September 30, 2022. I have contacted this company numerous times to get this fixed and no help has been given. I asked to speak to a supervisor and the supervisor refused to speak to me. I asked to refund my money since the problem IS NOT fixed and they have refused. I was told they cannot refund my money because there's an actively going on issue. REALLY?!!?! Yes, There's an issue. I have paid for a year membership and only have been able to use it for only a little over 2 months. EA has NOT been in contact with me to fix this in anyway. Again, EA has NOT fixed this issue!!! 
       This is EA's response.... "As previously advised, the customer has been in touch with our support and the issue has been properly addressed." NO, it has not been addressed! Not at all! I repeat, this issue has NOT been fixed not even for a second! EA is flat out lying they addressed the issue and they have not. Again, EA has NOT fixed this issue!! It has NOT been addressed!

      "We welcome them to reach us again at help.ea.com should any other issues arise" I have reached out so many times to be hung up on, given no answers whatsoever but to be patient, supervisor refused to speak to me, won't issue a refund because there's an ongoing issue, told I'm not a valuable player so they won't help, and my favorite one if I want to play Club Pogo I would have to pay again. Sounds like a scam company to me with horrible customer service. 

      Sincerely,

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

    • Initial Complaint

      Date:10/09/2022

      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've purchased multiple EA games prior to today and have experienced the same issue - no online connectivity due to a RIDICIULOUS issue. A password reset link was sent to a 15 year old email that I no longer remember even the address to much less the password that was used. Long story short, it's a rabbit hole that cannot be solved and a popular issue if you look it up online. Honestly, I whole heartedly believe that EA is a complete scam of a disgusting company. Playstation Network representatives point the finger at EA, and vice versa. It's disgusting that billion dollar companies take advantage of people like me. FIX THIS NOW YOU SCAMMERS. MY PSN EMAIL IS ******************************************* AND MY PHONE NUMBER IS ************..... UNLINK MY EA ACCOUNT IMMEDIATELY!!!!!!!!! OTHERWISE, REFUND THE MONEY I SPENT ON *** 21, MADDEN, AND BATTLEFIELD ****!!!!!! YOU DISGUSTING BILLION DOLLAR SCAM OF A COMPANY!!!!

      Business Response

      Date: 10/10/2022

      Thank you for raising your concerns with us. After reviewing the provided details we can confirm that this customer has *********************** been in contact with our customer support and their issue has since been resolved. - EA Help

    • Initial Complaint

      Date:10/09/2022

      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 purchased madden 23 for my ps5 the day it came out on the digital platform. Ever since day one i had issues with it but really thought it would get better. It has not and since that time I have emailed customer **************************** they keep saying my issue has been resolved but it has not. I dont get the in game content rewards and I can not play anything but challenges on the game which is very little content. I have spent alot of money along the way and I want a full refund of the game and all the content purchases. EA rep told me to reach out to playstation and they say there is nothing they can do but to direct to ea sports. Here is the last thing the rep with playstation sent me. 11:18 AM Z Thank you so much for waiting! I looked for all possible options to help you but In this case, according to our records the content has been downloaded/streamed. I'm sorry, due to the restrictions outlined in the PlayStation Store Cancellation I want a full refund in the amount that I have spent. $2500 plus dollars. Its a product I cant use and is not what I paid for.

      Business Response

      Date: 10/10/2022

      Thank you for raising your concerns with us. We can confirm that our customer support has provided you with the correct information. A purchase can only be refunded by the company that the purchase was made with. In this instance that means that refunds can only be issued by ***** as the product was purchased through their storefront. - EA Help

      Customer Answer

      Date: 10/10/2022

       
      Complaint: 18189064

      I am rejecting this response because:  sony said that it was on EA.  So i am unsure who to go through but if the two companies cant tell me a straight answer than someone needs to work that out and get me a resolution.  No customer service its me having to go between two companies and that is not my job.  I need a better resolution.  

      Sincerely,

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

      Business Response

      Date: 10/17/2022

      Thank you for raising your concerns with us. We can confirm that our customer support has provided you with the correct information. A purchase can only be refunded by the company that the purchase was made with. In this instance that means that refunds can only be issued by ***** as the product was purchased through their storefront. - EA Help

      Customer Answer

      Date: 10/17/2022

       
      Complaint: 18189064

      I am rejecting this response because:there needs to be some resolution to this other than just having me contact *****  Sony is refusing to do anything either.  What other solution is there.  Just accept that you are unwilling to do anything and go on?  This is very frustrating that no one seems to want to help.  

      Sincerely,

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

    • Initial Complaint

      Date:10/09/2022

      Type:Customer Service 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.
      Oct 5th, 8:16 AM. FIFA 23 sold in Hero Ginola.The ******* coins I had and ********* coins ****** sold and received were stolen for coin distribution.I got coins within the framework presented by point purchase, ea and have never distributed coins, including all FIFA series.It doesn't make sense that a user who purchased ***************************************************** coin transaction, and I, who was doing a normal transaction, was being collected.I'll ask for a re-investigation and I won't stop until I find my coin.Please cancel my coin collection.

      Business Response

      Date: 10/11/2022

      We've reviewed the account and the action taken was due to a violation of our Terms of Service. We regret that we cannot assist through this channel nor can we overturn the violation. If the player wishes to dispute the action taken, they will need to contact the EA Terms of Service team directly.


      For more information on how to contact their team, please visit our article on EA Help: https://help.ea.com/en-us/help/account/information-about-banned-or-suspended-accounts

       

      Electronic Arts

      EA Help

      Customer Answer

      Date: 10/12/2022

      Better Business Bureau:

      Nothing has improved and the ea has not come up with any solutions A re-examination is needed.

    • Initial Complaint

      Date:10/08/2022

      Type:Billing 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 an account that has been banned for months already. I emailed EA Sports a couple months ago but they still have not contacted me back. Whenever I look at the reason of the ban, nothing pops up. I have followed the community guidelines but I just got banned. Can you please help me reslove this issue.My account username is sbenavidez1724.

      Business Response

      Date: 10/10/2022

      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.

       

      Electronic Arts

      EA Help

    • Initial Complaint

      Date:10/08/2022

      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.
      I have been an advocate of madden ultimate team which is produced by Electronic Arts (EA). They have put a ban on my account for a reason I do not know. When I asked what the exact van was for, they informed me that is was because of 1 of 10 things, never stated which one. When I have asked to speak to a manager, I get a generic response saying nothing will be done. I have asked for the manager 3 times.

      Business Response

      Date: 10/10/2022

      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.

       

      Electronic Arts

      EA Help

      Customer Answer

      Date: 10/11/2022

       
      Complaint: 18187073

      I am rejecting this response because:

       

      I have opened cases, I keep getting a generic email response like stated in the email. The CC on this is the email that could have been used. But I mainly use this one. 

      Sincerely,

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

      Business Response

      Date: 10/17/2022

      We've reviewed the account and the action taken was due to a violation of our Terms of Service. We regret that we cannot assist through this channel nor can we overturn the violation. If the player wishes to dispute the action taken, they will need to contact the EA Terms of Service team directly.
      For more information on how to contact their team, please visit our article on EA Help: https://help.ea.com/en-us/help/account/information-about-banned-or-suspended-accounts

       

      Electronic Arts

      EA Help

    • Initial Complaint

      Date:10/08/2022

      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.
      Today Electronic Arts released in their Fifa 23 game a pack "Hero Pack" that could be purchased that dramatically changed their game. It was only available for 5 minutes and then was taken down by EA but the damage was already done. This pack allowed players to purchase a player at an incredibly low cost. With this purchase those players were able to sell and make millions of coins. Those that did not open lost coins and now are at a large disadvantge to others in the game. I would like a full game refund plus the money i spent on their in-game currency (Fifa points). I contacted Playstation for a refund but they said because the content was downloaded I was not eligible for a refund. I think this is a terrible situation where the fault lands on the consumer and not the company that made the mistake. Please I would like a full game refund and the money spent on fifa points.

      Business Response

      Date: 10/10/2022

      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.

       

      Electronic arts

      EA Help

    • Initial Complaint

      Date:10/07/2022

      Type:Order 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.
      Ea clearly uses bots to prevent players from advancing in their game without spending money. I played 50 + opponents who are real players when E A claims its a head to head game. I have a spreadsheet and multiple video recordings. This company is stealing from children please do something.

      Business Response

      Date: 10/10/2022

      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

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