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

Customer Complaints Summary

4,294 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.

Initial Complaint
Date:10/06/2022
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 pre-ordered Madden23 for approx 80 Euros in early August. Immediately upon launching the game it was clear there were unfinished game features such as Solo Battles which has menus and screens only relevant to the previous version which have been slowly updated since launch.I am frequently unable to complete content due to bugs which lock us out such solo battles.We frequently invest many hours to accrue rewards we cannot complete and obtain because of the aforementioned issues.Even when we successfully complete content, the promised rewards are not delivered and requests to support are simply ignored with no communication from the company. This is simply not good enough to deliver a game which is wrought with issues and not provide support to customers. In my opinion EA Sports should be offering customers refunds and compensation for the anger and frustration for a product which is not for sale in its current form.I also believe they need to address these issues with customers in a public forum and offer a plan on how they will address them.
Business Response
Date: 10/07/2022
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: 10/07/2022

Complaint: 18179141

I am rejecting this response because I directed to contact their support chat which basically asked questions for 15 minutes
then decided they could not help me and redirected to lodge a complaint on their help site.

Sincerely,

*********************
Business Response
Date: 10/17/2022
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: 10/19/2022

Complaint: 18179141

I am rejecting this response because they are not making any attempt to address the complaint.
Redirecting to web portal where the support staff do not have any understanding of the product is a poor experience.
I have logged 4-5 cases with support and not received a professional response to any of them, instead I have wasted hours of my time being taken in circles.
I have tried to be proactive and logged bug on the forums, with no response, no courtesy.

I would like to be refunded for this purchase or provided with compensation to the value of the purchase.
For four weeks we have been missing content which is now obsolete.
The company has not even offered an apology for wasting our time.

At times the game is completely unplayable and in its current state, should be free to play.

The complaint lack of interest in their customers, is both insulting and disrespectful.

Sincerely,

*********************
Initial Complaint
Date:10/06/2022
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.
Do the right thing and stop electronic arts from s******* the consumer over. I've already notified my lawyer.
Business Response
Date: 10/07/2022
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:10/06/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They deleted everything from my account lost all saved data and will not link the correct email address to the profile. I spend hundreds of dollars for everything to be taken away.
Business Response
Date: 10/06/2022
Thanks for the message!

Sadly, we were unable to locate a case with our support under the information provided.
We welcome them to follow up with their original case, or create a new one at help.ea.com. We'll be happy to assist.
Electronic Arts
EA Help
Initial Complaint
Date:10/06/2022
Type:Sales and Advertising 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.
Either do something about Electronic Arts or on adding the better business bureau to my lawsuit.
Business Response
Date: 10/06/2022
Hello,

This fan has filed several BBB complaints over the past month referencing the same issue. We request the fan to review our previous responses in those complaints and follow the directions provided there.

Electronic Arts
EA Help
Initial Complaint
Date:10/06/2022
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 continues to hack and do everything in their power to mess with my ability to enjoy a decent gameplay.
Business Response
Date: 10/06/2022
Hello,

This fan has filed several BBB complaints over the past month referencing the same issue. We request the fan to review our previous responses in those complaints and follow the directions provided there.

Electronic Arts
EA Help
Initial Complaint
Date:10/06/2022
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 still hacking and glitching out my console. I will keep filing a complaint against them everyday if I have until someone does something about it.
Business Response
Date: 10/06/2022
Hello,

This fan has filed several BBB complaints over the past month referencing the same issue. We request the fan to review our previous responses in those complaints and follow the directions provided there.

Electronic Arts
EA Help
Initial Complaint
Date:10/06/2022
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.
Electronic Arts (EA for short) has suspended my gaming account. I have tried to contact them through their help website, yet they continue to give me the runaround while providing no information whatsoever on the subject. I have made numerous purchases on the account (totaling near $1000 USD) and would like details as to the whereabouts of my account. Instead, I receive automated emails. The call center has not helped either, as they have no access to the details regarding my account. The ******* account @EAhelp has asked me to reach out to their Terms of ******************* yet have given me no way to contact them. The instant messaging to the help department has provided nothing useful either. This is unacceptable on almost every end. I am on the verge of hiring an attorney to get to the bottom of this. I have gone through a third party to gather information, yet I am not convinced it is correct. If this information I have received from the third party is from EA's actual notes on the case, it has absolutely no base. I have provided ample information and evidence to prove the information false, yet EA has refused to open up a line of communication. They have been irrespective of the proffered evidence. And they continue to send automated emails instead of addressing their mistake.
Business Response
Date: 10/06/2022
We've reviewed the account and the action taken was due to a violation of our Terms of Service. This has already been addressed and the conclusion provided directly to the account owner. If the player wishes to dispute the action taken with any new information available, they will need to contact the EA Terms of Service team directly.

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: 10/11/2022

Complaint: 18175217

I am rejecting this response because I have yet to receive any information from EA regarding the matter.

I have most certainly not violated EA's Terms of Service and have provided ample evidence in my favor. EA is irrespective of the proffered evidence and is refusing to acknowledge my case in a professional matter. EA cannot even confirm details or provide information of the case at hand. How can 'correct action be taken' when there are no details regarding the case?

The current issue I am having is not with contacting the EA Help website, it is the way my case is being handled. I have been trying for 3+ months to get ahold of someone at EA that could help me, but I continue to get stonewalled by their help team. No one at EA is even acknowledging my efforts to unban my account. I have tried every possible point of contact, and I cannot reach anyone of value-- call center, email team, @EAhelp ******* account, instant messaging, and directly messaging the developers -- all have given me the runaround. Some have promised to help and provide details but end up not upholding those promises. Instead I continue to receive automated emails in response. I have saved my emails, recorded the conversations, and recorded names of reps that I have talked to in the 20+ cases I have attempted, but I am completely tossed aside right after the case is submitted. I continue to receive automated emails. This has been unacceptable on every level when dealing with EA's support.

In EA's response to my complaint, they ask me to "contact the EA Terms of Service team directly" by using the provided link. I have already done that. The EA help website has no power in cases such as mine (or really any a case that I have filed) - as illustrated by the 20+ attempts I have made to contact them. And my saved emails and recordings are proof of them not upholding promises of providing information on the case. In fact, after many tries, I have been told by the outsourced call center reps that they do not even have access to any information regarding my case at all. So, the EA Help link that has been provided is most definitely NOT a direct form of contact for the Terms of Service. I am again being lied to and misled by EA.

My complaint stands, and will continue to stand until I have been contacted or at least have the ability to contact someone of value at EA (not an outsourced call center with no apparent ability to help).

***********************
Business Response
Date: 10/13/2022
While we understand the customer has been in contact with our support team, this matter would need to be resolved with the concerned department. If the player has any new information, we suggest contacting our EA Terms of Service team directly with that information.

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

Electronic Arts
EA Help
Customer Answer
Date: 10/13/2022

Complaint: 18175217

I am rejecting this response because:

I have contacted EA through the provided link 24 total times regarding this specific issue. If I had been connected with anyone of use, I would not be making this complaint. The link "https://help.ea.com/en-us/help/account/information-about-banned-or-suspended-accounts" connects me to an outsourced department. As I have stated before, this outsourced department has provided no information on my case. The outsourced department has stated they have no access to any reason as to why my account has been suspended in the first place. The outsourced department has promised to provide me with the official account details on my suspension, yet they have not followed through. This is unacceptable.

What is even more troubling, is that in the original attachment with the complaint, I asked a third party to contact EA on my behalf regarding my account. The three lines of notes are the only details I have received in returned. Line 1 is completely wrong (I have provided ample evidence in the contrary), Line 2 is blatantly incorrect (a simple account activity search will show that), and Line 3 has no basis.

Regardless of the overwhelming evidence to overturn the inadequate notes regarding the ban, EA has not once even confirmed that these are the official notes tied to the account. The provided link (https://help.ea.com/en-us/help/account/information-about-banned-or-suspended-accounts) does NOT "contact [the] EA Terms of Service team directly" as you have stated. It is instead a point of contact to an outsourced center with no access to pertinent information and no accountability for its broken promises. Again, This is unacceptable.

I only wish to be in contact with someone from EA that can provide or confirm information on my account and actually examine the proffered evidence. I have given multiple points of contact for EA to reach me. If that does not happen, I may pursue other options such as filing with the AAA to seek a refund on the purchases on my wrongfully suspended account. My complaint stands and these 'copy and pasted' responses from EA's handbook are insufficient.

Thank you for your time,

***********************
Initial Complaint
Date:10/05/2022
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.
05/10/2022 Electronic Arts - FIFA 23 - ULTIMATE TEAM Hello,I am writing to you today to appeal the decision of a transfer ban inflicted on my account. Every time I give this game a chance my joy is sucked out because of situations such as this. I have been playing FIFA 23 on the ultimate team game mode as the way it should be done. Just simply enjoying myself on the transfer market by buying/selling players and other items. It is promoted that making coins through this method is how it should be done to have a better overall experience. I dont even know why I should be having to defend myself considering Im just playing the game the way its been designed to. It only seems that the players that get justice either have close contacts with EA or have a big following on the ************** platform, which I dont agree with. I am writing to you if you could reverse the injustice so I can continue enjoy playing the game or Ill pack it in for good as giving the game last year a miss was blissful. I was just hoping these sort of problems were ironed out by now. e-mail: ******************
Business Response
Date: 10/06/2022
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: 10/07/2022

Complaint: 18171701

I am rejecting this response because: Going through EA processes to only get an automatic robot response doesnt sound appealing. I would prefer to speak to someone personally and have a real discussion. Ive going through a lot of stuff lately in terms of death in the family and financial struggles so being able to speak to someone personally would be a great help. Fifa was my getaway from these struggles so would really appreciate the help via this platform or by email.

Sincerely,

***************************
Business Response
Date: 10/13/2022
To whom it concerns,

Thank you again for your response and we hope you and your family are keeping well at this difficult time.
Unfortunately, the only means by which to dispute an account sanction is to follow the steps outlined in the article provided in our previous response.
We are sorry if this is not convenient for you at this time, but it is the only means by which to have an account sanction correctly reviewed and responded to.

Thank you.

EA Help
Electronic Arts
Customer Answer
Date: 10/13/2022

Complaint: 18171701

I am rejecting this response because: I appreciate your condolences. If you could even assign someone personally at the least as I have already waited nearly a week. Can I expect a personal response from an EA representative rather then an automatic email?

Sincerely,

***************************
Initial Complaint
Date:10/05/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have contacted them several times via chat regarding the missing content for ****** 23. The representative ***** added one 79 and one 88 pack from the Gridiron guardian fantasy pack but I am still missing one of each. I have all the chats ad well as a video and pictures they have seen. Now for the last 3 days I havent been able to play solo battles. They say it is a known issue, but you can see the leaderboard and people who are playing so it makes no sense. They disconnected my chat a few times as well and said just go to ******* for updates. That is not acceptable and it needs to be fixed immediately. Thank You
Business Response
Date: 10/06/2022
Thank you for raising your concerns with us. We can confirm that the correct solution has been provided by our customer support. ******************************************* in mind that issues may not affect all players equally. Why some might not be able to play Solo Battles at the moment, others will not have similar issues. We are hard at work to fix these issues for all our customers that are currently experiencing them. - EA Help
Customer Answer
Date: 10/06/2022

Complaint: 18171501

I am rejecting this response because:based off my attachments that I have shown your response is completely invalid and makes no sense. This has been almost a week.

Sincerely,

***************************
Business Response
Date: 10/12/2022
Thank you for raising your concerns with us. We can confirm that the correct solution has been provided by our customer support. ******************************************* in mind that issues may not affect all players equally. While some might not be able to play Solo Battles at the moment, others will not have similar issues. We are hard at work to fix these issues for all our customers that are currently experiencing them. - EA Help
Initial Complaint
Date:10/05/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
EA has turned what is known and monetization and "pay-to-play" mechanics into actual fraud.Electronic Arts, and their subsidiary, DICE, have released a product, Battlefield ****, which entices customers to spend USD in order to purchase upgrades which will dramatically improve gameplay. Unfortunately, this has been done to such a degree that calling the base game a finished/full product is an act of fraud and intentional deception by a business. I do not need to state the numerous, seemingly never-ending list of flaws in game Battlefield ****. This game is an unfinished product, and does not provide anything near a full experience, unless more money is paid after purchase of the base game. This is an absolute travesty, and ruins the name of developers and the experience of customers worldwide.
Business Response
Date: 10/06/2022
To whom it concerns,

Thank you for your feedback.

If you wish to provide further feedback with regard o any EA product, then please do so by engaging with our official community forums.
These forums can be located here: https://answers.ea.com/t5/Battlefield-2042/ct-p/battlefield-2042-en

Thank you.

EA Help
Electronic Arts

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