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.

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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

4,296 total complaints in the last 3 years.
1,237 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:09/23/2022
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.
The video games sold by this company never work properly. Game freezes it certain points and is unplayable. Two years in a row with their last two games of Madden have given me the same issue. There are forums online with thousands of people experiencing the same issue. Nothing is being done. Im done trying to reach out as I never get a response.
Business Response
Date: 09/27/2022
Upon review, we request the customer contact us at *************************** and well be happy to assist in this matter with suitable troubleshooting.

Electronic Arts
EA Help
Customer Answer
Date: 09/27/2022

Complaint: 18122184

I am rejecting this response because: that isnt even a valid email address.

Sincerely,

*************************
Initial Complaint
Date:09/23/2022
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.
False advertising products, not providing the items from gameplay that is suppose to be awarded from time playing the game
Business Response
Date: 09/26/2022
To provide a bug report or address an issue with technical troubleshooting, the player can start a new case at help.ea.com.

- EA Help
Customer Answer
Date: 09/26/2022
i have 10 open cases with EA regarding this issue and zero outcomes and being told we are working on it and it is resolved with no actual resolution. In the message I had they claimed their social media messages were false reports

Complaint: 18121526

I am rejecting this response because:

Sincerely,

******
Initial Complaint
Date:09/23/2022
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 have been having issues with Electronic Arts, Inc. Madden 2023 video game on the PlayStation 5. I have reached out to the company many times over the course of a few weeks, and there is still no solution and customer service has been outright terrible. The game functions but the issue is that its not updating There is a component of the game and a mode of the Madden 23 game called "Play Now Live" - it is still not working/updating - its stuck on week 1, we are now at week 3 - the game's servers is faulty and this is false advertising as this function should be functional but is not. Its the only reason I purchased the game, and I would like to return it but I tried to return the game to Target but they wont accept returns of open games due to copyright policies with Electronic Arts and game systems - I would like a refund, some type of credit, gift card or something as this game's features are not functional as promised upon purchase. I have no use for the game without this mode working and the product/servers is defective.
Business Response
Date: 09/23/2022
Thanks for the message!
We welcome the fan to double check that the game is up to date to the latest version.
If the issue still persists, we welcome them to report it to our Madden 23 Bug Forums here: https://answers.ea.com/t5/Bug-Reports/bd-p/madden-nfl-23-bug-reports-en
If anything further is needed, please reach out to us at help.ea.com and we'll be happy to assist.
Electronic Arts
EA Help
Customer Answer
Date: 09/24/2022

Complaint: 18119237

I am rejecting this response because: the game and content are still not up to date and myself along with others in the gaming community have submitted numerous bug reports - please stop providing generic responses and either please fix the issues or provide refunds ASAP. Its very irresponsible.

Sincerely,

*********************
Business Response
Date: 09/26/2022
Thanks for the message.
If the issue still persists, we welcome them to report it to our Madden 23 Bug Forums here: https://answers.ea.com/t5/Bug-Reports/bd-p/madden-nfl-23-bug-reports-en

If anything further is needed, please reach out to us at help.ea.com and we'll be happy to assist.

Electronic Arts
EA Help
Customer Answer
Date: 09/29/2022

Complaint: 18119237

I am rejecting this response because:
THE BUSINESS IS NOT READING THE COMPLAINT.
PLEASE READ AND RESPOND !!!
I am rejecting this response because: the game and content are still not up to date and myself along with others in the gaming community have submitted numerous bug reports - please stop providing generic responses and either please fix the issues or provide refunds ASAP. Its very irresponsible.

Sincerely,

*********************
Initial Complaint
Date:09/23/2022
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 ****** and spent over 200 dollars on the product so far.Over the past 30 days of its release the player base is still waiting on in game earned currency from weeks ago. We have dealt with numerous issues of delayed content and delayed rewards already earned. The problem is so big now its trending on ******* and have over 100k consumers on a strike at spending money on the game.I requested a refund due to the extreme ineptitude of whats going on. They wont give me anything back even though acknowledging its a extremely tough time for the players who play the game. They keep telling us to wait weeks for what we earned a month ago. I just want my money back. Thats all.
Business Response
Date: 09/23/2022
The fan has been in touch with our support and the issue has been addressed. We welcome them to follow up with us at help.ea.com should anything further be needed.
Additionally, we welcome them to review our refund policy here: https://help.ea.com/en-us/help/account/returns-and-cancellations/
Electronic Arts
EA Help
Customer Answer
Date: 09/24/2022

Complaint: 18119190

I am rejecting this response because: I spoke with them and they gave me the go around saying nothing can be refunded. I demand my 200 spent. They say it cant be refunded despite a million on going issues with the coding in game that doesnt allow us to get anything we earned in game.

Sincerely,

*****************************
Business Response
Date: 09/26/2022

Thank you for your feedback about your previous support experience.

We reviewed your previous support cases and confirmed that the information provided by our advisors is correct.

If you have any further questions, we recommend updating your original case. You can also open a new ticket at help.ea.com if you need help with something else in the future.

Thank you again for getting in touch with us and letting us know your thoughts.
Electronic Arts
EA Help
Initial Complaint
Date:09/23/2022
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.
Face of the franchise is another area that EA is glitching out my console.
Business Response
Date: 09/23/2022
This is related to several other reports received by this fan such as Complaints ********, ********, and 17782952. We welcome them to review the guidance with those responses. If anything further is needed, we also welcome them to open a case with us at help.ea.com.

Electronic Arts
EA Help
Initial Complaint
Date:09/22/2022
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.
On September 22, 2022 I attempted to contact customer support to have my Xbox gamer tag unlinked from an old EA account so I could link it to a new one with a new email as the email of the old account no longer is in existence. After 3 hours of customer service chat, they refused to unlink because I could not remember a credit card or phone number from a decade ago associated with the account, if any. I now have no access to online services for multiple games I have purchased with my hard earned money with no recourse in sight.
Business Response
Date: 09/27/2022
We've reached out to the customer to address the issue. For any other issues or concerns, we welcome them to contact us at help.ea.com and well be happy to assist.

Electronic Arts
EA Help
Initial Complaint
Date:09/22/2022
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.
Cannont play game because servers wont save progress. Issue been going on since launch after multiple complaints still no update to fix the problem.
Business Response
Date: 09/23/2022
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:09/21/2022
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.
This case started from a wrong ban(banned to play online) on a valuable account of Apex Lagend(a online video game).Since August 20 EA blindly started banning a large number of accounts(more than three thousand as far as I know, maybe more) but most of them are innocent. These accounts could be worth tens of thousands of dollars due to the game's internal purchase mechanism.Some info of mine: My Account(EA can track my account:*******************)was banned on August 26 due to(according to them) a violation(cheating) of EAs gameplay rules(https://www.ea.com/terms-of-service#section6).I`m pretty sure that was a mistake consider that I have spent more 400USD on that account there`s no reason to cheat and I haven`t play it since July 1.Their software is probably crazy enough to ban my vscode (a harmless open source programming software that I use because I need to do some schoolwork). A lot of people are in a similar situation to me.And this seems to only happen on people using the ********* server provided by EA or using 163 email address(used by some Asians). I don't know what that means but I don't want this to happen again. If possible, I hope EA can remove the play restrictions for us as soon as possible. Some banned people have formed communities on social media. I provide screenshots of the emails sent to me by EA and communities(there are more than ***** people can be seen in it).Please email me if you have any news, thanks a lot.
Business Response
Date: 09/22/2022
Hello,
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.
Kind regards,
Electronic Arts,
- EA Help
Initial Complaint
Date:09/20/2022
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 purchased this game the first day it came out. Since its release, there have been software issues that make it almost unplayable, such as incomplete gameplay. The main reason I purchased the game was to play Face of the Franchise game mode. After completing one season in this game mode, it directs you to sign a new contract. When selecting a contract, it errors out and returns you to the main menu. I tried to go to EAs support page to log a ticket, but it will not allow me to connect my PlayStation network account. It instead returns me back to the ea login page after entering my PlayStation credentials.
Business Response
Date: 09/21/2022
Thank you for bringing this to our attention.
We welcome the player to contact our support at help.ea.com. If there are issues using the console persona to contact support, we suggest the player use a web browser, and log into their account to contact us for further assistance.
Kind regards,
Electronic Arts,
- EA Help
Initial Complaint
Date:09/20/2022
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.
On November 19th, 2021, I purchased Electronic Arts Battlefield **** on the *********** 5. Regardless of the quality of the few matches that I was able to play, my copy of Battlefield ****, has, simply put, stopped working. This is a game I had preordered and paid $69.99 for and I cannot load into an online match despite trying several different troubleshooting issues. Even if I was not able to connect, I would surely be content with playing any semblance of a singleplayer (offline) mode, but Battlefield **** is online only. When trying to start an online match, the game is stuck infinitely on a loading screen, something I have seen persist for multiple hours, rendering the game unplayable. I have not been able to load into a match at all despite efforts to fix this. I have played other Electronic Arts games that work fine, other online multiplayer games that work fine, and have still tried Battlefield **** to no avail. When I contacted Electronic Arts support, they suggested I restart my WiFi router, a solution I have tried to no avail. They then turned me to *********** ****** support, who recommended I resolve my issue with Electronic Arts. According to the Better Business Bureau, this is considered deceptive advertising - "ads that misrepresent the nature, characteristics, qualities or geographic origin of goods, services or commercial activities." Electronic Arts had advertised a videogame that, for all intents and purposes, does not work. My complaint does not concern the quality of the game or how I feel about the game, but its inability to function & Electronic Arts negligence. I request a full refund from Electronic Arts, as to stop them from scamming potential customers in any future installment.-- resubmitted because I did not see my complaint/did not get a confirmation email
Business Response
Date: 09/21/2022
Thank you for raising your concerns with us. To request a refund you will need to contact the retailer that you purchased the game from. This would be either **** if you purchased a digital copy via the PS Store, or your local retailer if you have purchased a hard copy. EA is not able to issue refunds for products that were not purchased directly from us. - EA Help
Customer Answer
Date: 09/23/2022

Complaint: 18052232

I am rejecting this response because: I have tried several times to obtain a refund from ***** but their strict refund policy has left me unsatisfied. The representative I spoke with said that Electronic Arts will continue to update the game, hopefully fixing it, but I have tried to play after several updates (and even re-downloading the game!) with no solution in sight. I paid for Battlefield ****, and it does not work.

Sincerely,

*****************************
Business Response
Date: 09/27/2022
Thank you for your reply. Please see our last response for more information on how to obtain a refund. EA is not able to provide refunds for products not purchased from EA. - EA Help

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