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

Customer Complaints Summary

4,286 total complaints in the last 3 years.
1,251 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:09/13/2022
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 purchased Madden on release day every year for probably ***** years. I am also an EA play member. I purchased Madden 23 for Xbox Series X this year. I only Franchise mode. Unfortunately with the *** draft bug (stuck in draft mode), the game is unplayable. EA is aware of this issue, and was notified via numerous users that the bug was present in this game, as well as Madden 2023. I WOULD NOT OF PURCHASED THIS GAME IF I WAS AWARE OF THIS ISSUE. My complaint is not buyers remorse, its my belief that EA knowingly sold me a broken product.I would like a refund, as I can not play the game in the current state. I am a long time customer with **********************, Ive spent thousands on their video games over the year. With this experience with ******, I feel like in eye of EA, Im just a sucker who will buy a product they KNOW is broken. This outcome will determine whether I keep my house keeps our EA play memberships and if we will consider buying EA games in the future.
Business Response
Date: 09/14/2022
Thanks for the message.

We're unable to locate a case with our support related to the issue and welcome them to reach out to us at help.ea.com. We'll be happy to assist.

Alternatively, we welcome them to visit our Madden Forums to review any known issues or report a bug. Please follow this link: https://answers.ea.com/t5/Bug-Reports/bd-p/madden-nfl-23-bug-reports-en

Electronic Arts
EA Help
Initial Complaint
Date:09/13/2022
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.
Continuous hacking of my console.
Business Response
Date: 09/14/2022
This issue has been addressed and is a duplicate of a prior complaint: 17782952
- EA Help
Initial Complaint
Date:09/13/2022
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was an early access and preordering customer for Madden '23. I am having issues without resolution playing Madden Ultimate Team without any response from the @EAHelp chat, ******** or email support teams. Specifically, I am watching their Twitch streams (MCS and Good Morning Madden) and all drop notifications are frozen and nothing is coming through to my account. I have reported the ticket each time without response. The 1st 3 Good Morning Madden packs were received and now everything is frozen. I have chatted with ****** who confirmed it is an issue with the @EA servers.
Business Response
Date: 09/14/2022
We will respond to the player and resolve the complaint.

- EA Help
Customer Answer
Date: 09/14/2022

Complaint: 18019223

I am rejecting this response because it does not say when, how, or in what manner? And does not remedy the situation at all.

Sincerely,

*************************
Business Response
Date: 09/21/2022
Player has confirmed the issue was resolved and the *** twitch pack bundles were delivered in EA Help case 121573015

- EA Help
Customer Answer
Date: 09/22/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:09/12/2022
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.
Good evening,The center of this complaint resolves around the predatory practices that Electronic Arts has it the games it provides. This really applies to all of their games but the one I had an issue with is Madden 23 and specifically the Ultimate team mode in the game. This game already costs the consumer $60 or more depending not he version you buy and they use a gambling method commonly referred to as loot boxes that are insanely priced but almost a necessity in order to be competitive in the game. Using real cash for things like loot boxes and certain other perks in games makes sense when the game is free to play and the company is trying to get some money back for the free product they provide. ****** and all of their sports game are not free to play and EA has predatory practices to encourage spending real cash for almost no return on investment. This led me to buy the in game currency "coins" from a third party website that had a very reasonable return on investment for the product they provided. While doing this it must have flagged something at EA and they banned me under some "fair play" policy I was not familiar with and upon trying to read into it the website claims doing this can ruin the market for other players. Here in lies my real issue with all this. EA sells an in game currency called points for about $1.00 per 100 points. One of the things they offer for you to buy with these points is something called Platinum cards which only serve one purpose to quick sell for coins. So EA actually violates their own fair play by having players buy points with real money and then buy these platinum cards at an insane price which are sold for coins. EA has gotten themselves in hot water for this type of thing in the past and they cannot be let to continue to take advantage of their customers.Thank you for any assistance you can provide.****
Business Response
Date: 09/14/2022
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: 09/14/2022

Complaint: 18017122

I am rejecting this response because: They are dodging the real issue at hand here. They claim buying coins from a third party inflates the market value of items in the game. This is false and the reason why items are way over priced is because EA floods the market with new coins through the use of real money. They are walking a dangerous line of actually having to do a ********************************************************************************************* their FIFA game. The reality of it is they owe players a lot more than that.

Sincerely,

*************************
Business Response
Date: 09/22/2022
Buying Coins from third parties affects the player economy when the prices of items in the Auction House become inflated. When Coin Buyers buy cheap items in the Auction House, they take away the opportunity to buy affordable items from players who have earned their Coins legitimately.

For further information on our rules in Madden Ultimate team, please check our EA Help article: https://help.ea.com/en/help/madden/madden-know-the-rules/.

Electronic Arts
EA Help
Initial Complaint
Date:09/11/2022
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.
Madden 23 for Xbox ****************** Team mode. EA Sports advertised a Field Pass as part of the Ultimate Team mode. There are supposed to be objectives to complete for CP (competitive points) that allow the player to earn rewards. The full amount of objectives was not available for the Competive Field pass for week of 9/5/22. Although some Madden players did have all of theirs. I was also locked out of the solo battles portion that allows the player to earn CP on Friday morning. I sent numerous tweets to ea asking for help and did not receive a response. I would have been able to earn the rewards that EA sports advertised had the solos and objectives worked like they should have. There should be an opportunity to go back and earn these as other players have been able to while I have not.
Business Response
Date: 09/12/2022
Thanks for the message!
We are unable to locate cases with our support to troubleshoot the issue and we welcome them to open a case with us at help.ea.com. We'll be happy to help there.
Electronic Arts
EA Help
Customer Answer
Date: 09/13/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:09/11/2022
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.
Good afternoon,I have a few complaints about Electronic Arts. Over the years, I have bought **** 4 and **** 4 expansion packs to play on my PC. I have spent over $200 to play the game and now, I cannot even seem to play it because of technical issues. The EA Support team has been absolutely no help and they have not resolved my issue.I seek a refund, a replacement, or a solution to my issue.Thanks,***************************
Business Response
Date: 09/12/2022
Thanks for the message!
We're unable to locate cases with our support with the information provided. We welcome them to open a case with us at help.ea.com where we'll be happy to assist.
Electronic Arts
EA Help
Customer Answer
Date: 09/15/2022

Complaint: 18010688

I am rejecting this response because: I have tried EA Support and it has been unhelpful.

Sincerely,

***************************
Initial Complaint
Date:09/11/2022
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.
I've spent hundreds of dollars on games through Electronic Arts/Origin and have been completely locked out of my account. I have absolutely no access to my account or games, leaving me out hundreds of dollars and without any of the items I purchased. I've contacted support and they basically told me there was nothing I could do. After having my email hacked, I canceled my debit card and requested access to my Origin account so I could secure it, but they refused. Despite the account having my name attached, product codes, and various bits of personal and account info., the only way I can verify my account is to give them my debit information or have access to my email, which I cannot do.I would really love to have access to my account because I want the products I purchased.
Business Response
Date: 09/12/2022
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:09/09/2022
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.
I have had a player account with EA Games for years. Within the last year I have not been able to access my account. I have reached out over 10 times by phone and chat. The email address that they have on file is not mine so they refuse to reinstate my account. They refuse to reinstate even though they can see me making purchases while talking with them that they can see. In addition to purchases while on chat, I have also provided the representative with other order numbers, dates the purchases were made and the last 4 of the credit card number. The representative acknowledges these and can see them on their end. Over the years I have spent hundreds of dollars on games and add ons that I no longer have access to. During the last chat at my wits end, I told the representative that I would need to file a complaint and he welcomed this. He said he is the one that handles all the complaints and will deny/refuse the BBB complaint as well.My Xbox user name is cxrsx I ****************************** some of the correspondence between the representative and myself.Please let me know if any other additional information is needed,Thank you for your time and assistance in helping me resolve this.************************************
Business Response
Date: 09/12/2022
Thank you for bringing this to our attention. We are aware of the issue with recovering access to old, dormant accounts and have recently updated our processes to assist our players.
The player can contact our support directly to access their Gamertag on their old account, at help.ea.com > account security.
Kind regards,
Electronic Arts,
- EA Help
Customer Answer
Date: 09/15/2022

Complaint: 18004698

I am rejecting this response because:
Upon receiving the business' response, I reached out to them. I followed all the steps in the account recovery process they provided through a live chat session. I provided ordered numbers, order dates, last 4 of the credit card, billing address and IP address, the representative said that he is not able to help me. He said that something that I provided was wrong and cannot tell what piece was. Without all the pieces matching they are not able to authentic my account.
This is very frustrating; the account was set up years ago and they can see me purchasing and other identifying information.
Attached is the most recent chat with the representative.

Sincerely,

************************************
Business Response
Date: 09/20/2022
Upon review, we will contact the player via the email provided to assist further with this issue.
Kind regards,
Electronic Arts,
- EA Help
Initial Complaint
Date:09/09/2022
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 are in total complete violation of the ************************ (FTC) Consumer Protection Rights. They are defrauding thousands of customers who have purchased their product for the game title ********** 23 and i have just found out recently that this company has pending lawsuits against them for the same reason why im filing this complaint with the BBB today, what they are doing is criminal. What is happening is Electronic Arts is unjustifiably banning their consumers from their video game and making false claims against them stating that they are committing violations against their User Agreements and Terms of Service for Coin Distribution, Trading Cards or Coins to other Accounts, hacking the system or using bots to defraud them or buying or selling coins from a 3rd party. These were just some of the allegations posed against me recently that has led to the banning of my account. This company takes ZERO responsibility of handling false claims and has absolutely ZERO communication between themselves and their customers on resolving these matters and stealing money from those who purchased their game and then turning around and banning them for falsified reasons. Not only do i want my money back but this company needs to be held accountable for their actions. All of their responses to issues surrounding account bans have the same automated generated responses from at this point i believe to be robots, their TOS team is a joke and they have claimed after two investigations of my appeal that their actions taken against me is justified when i have full proof that i have never violated their company policies at any point or time. I spent over $100 USD for this game and just short of 3 weeks since this game has been released i have been banned from being able to fully play and enjoy this game. As stated already, E.A has pending lawsuits for similar issues related to mine and i will be looking into filing a class action lawsuit against them soon.
Business Response
Date: 09/12/2022
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.
Kind regards,
Electronic Arts,
- EA Help
Customer Answer
Date: 09/12/2022

Complaint: 18002544

I am rejecting this response because:
This is total bs. No violation towards the terms of service or user aggrement was violated. You guys are running a fraudulent company making false allegations towards consumers and then banning them from your product. The goverment needs to investigate this company for criminal activity
Sincerely,

Gman Games
Business Response
Date: 09/14/2022
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.

Kind regards,

Electronic Arts,

- EA Help
Customer Answer
Date: 09/17/2022

Complaint: 18002544

I am rejecting this response because: electronic arts gives this same auto generated response to all consumers wrongfully banned and never does any real investigation into fixing this issue for thousands of madden 23 players. I will be going throuh arbitration. Your terms of service was never violated, i never had multiple accounts, i never bought or sold coins from third parties, i never hacked or cheated nor can you even do something like that on the playstation 5, i used their created companion app to buy and sell items on their madden 23 auction house at times, and relisted them for profit and they banned me like they are doing to half of their gaming community. You guys are frauds, i even contacted their headquarters directly and have never got a response. ** is company is defrauding consumers, taking their money and banning them. Going through their technical support is just a complete run around, if you want to fix this issue you guys need to give me madden 23 for free because i already got my refund from playstation and you need to simply unban my account and remove all sanctions from it. Im tired of hearing the same thing over and over from you guys and nothing goes no where. You guys have a s***** service

Sincerely,

Gman Games
Initial Complaint
Date:09/08/2022
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 needs to stop having and crashes my console
Business Response
Date: 09/09/2022
This is a duplicate of BBB #********. Please refer to our original response on that case.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

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