Business Profile

Wholesale Video Games

Electronic Arts, Inc.

Headquarters

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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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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.
1,263 complaints closed in the last 12 months.

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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:09/01/2022
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.
Hi,I recently got an email from EA saying my account (NWA_Tony) got banned for "cheating". I emailed them back stating I have over 3k hours on the game and competed in their tournament to make it to lans (the tournament I was in was broadcasted by their company and the accounts are checked by their company for cheaters). Recently EA implemented a new anti cheat to help with cheaters in the game. The same day I got banned many of others got banned as well. The other people that got banned were big streamers and pros. Under one of the streamers tweet, the security employee (hideouts) for respawn said "there might be a false detection that is causing all these bans". I 100% think their new system is glitching like it has in the past and they had to unban everyone back then. I just want my account back because I spent THOUSANDS of dollars and hours on it and I did nothing wrong.I hope someone can help me fix this situation.
Business Response
Date: 09/09/2022
Thank you for raising your concerns with us. We can confirm that the correct solution has been provided by our Terms of Service Team. - EA Help
Customer Answer
Date: 09/09/2022

Complaint: 17809966

I am rejecting this response because: I believe I did nothing wrong. First of all, your ToS team is very unprofessional on the way they sent their emails. My account was banned on Tuesday afternoon with multiple of other people including streamers. Since I am not a streamer and do not have the 'clout' to go directly to the respawn security employee (Hideouts), I had to resort to EA ToS appeal. The streamers that got false banned on the same day as me, were unbanned 1 day later by hideouts (i'll include the screenshot of him checking into it for the streamer). So you are telling me other people that were banned the same day as my account were innocent but I am not? I have 3k hours on the game, spent THOUSANDS of dollars on skins and heirlooms, been playing controller since season 0 of apex, competed in EAs biggest tournament and I am cheating? What cheat did I use? Tell me exactly what cheat have I used? I clearly wasn't manually banned by a respawn employees so that means your new "anti cheat" clearly "detected" something so what was it? Right now, as I am writing this email, there is at least 100+ aimbotters and wall hackers on apex that have been there for months and still running around cheating but your "anti cheat" bans me? Best part of this situation was when my origin account got fully hacked 4 days after I was banned on Apex and I had to get EA to recover it for me. Your system is so great at catching things that I got FULLY hacked. I'm sorry to tell you this but your system does not work and it has false banned people in the past (about a year ago and they had to be unbanned) and it has again. You guys are ruining innocent peoples lives but are not dealing with the trash human beings cheating on the game. Learn to be more professional and listen to your consumer.

Sincerely,

**********
Business Response
Date: 09/14/2022
Thank you for your reply. We can confirm that the correct solution has been provided by our Terms of Service Team. - EA Help
Customer Answer
Date: 09/16/2022

Complaint: 17809966
This is pointless to go back and forth. *************** will not give any other answer other than "ToS team did their job" even though they did not. I have proof of other people getting unbanned by RESPAWN EMPLOYEES, NOT by EA ToS team, but actual Respawn security team. They have given 0 proof of me cheating and no one has accused of me aim botting (which I cant do since I play controller) or wall hacking. I feel like EA response are not hear to listen or come to a solution. If EA shows proof of me cheating, I'll gladly drop the matter.

Sincerely,

**********
Initial Complaint
Date:08/31/2022
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.
Hi, I paid for $86.69 for ********** 23 All Madden Edition *************** Series X|S + Limited Time Bonus. In addition, I also purchase additional pack content for $73.14 and $97.93. EA was provide a online gaming experience was fun and enjoyable. I was suppose to able to accomplish challenges or mission to obtain free content. I had several issues with ****** 23 game experience such connectivity issues from both wireless and wire connection. For example, "Unknown login error occurred" which constantly came up and did not allow me to login and enjoy the gaming experience and did not allow me enough time to obtain the free content through missions or challenges. In addition, I also experience issues with missing content related to solo battles, gaming options "skill based passing" and etc. I had open over 10 tickets with EA help to have these issues resolved but EA help constantly would "tell internal teams working on it" and then they would close the ticket with no resolution or update. When I called back for status, I told to wait with no ETA and update on the issue. I spent much wasted time and effort reinstalling the game or perform recommend steps from EA community blog which was EA help recommendation for 1 or 2 of my issues. However, these recommended fixes did not resolve any problems I experienced. EA help support constantly did not provide any help on these issues, only directed me to wait. I also noticed other gaming users on twitch streams were not experiencing these issues. The madden 23 was suppose to be enjoy and fun experience which turned into a waste time, wasted effort, and very stressful situation. I informed EA support that these issues were not happening with other games on my Xbox system including their own madden 22.
Business Response
Date: 09/01/2022
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.
Customer Answer
Date: 09/02/2022

Complaint: 17807168

I am rejecting this response because EA help has not resolved the issues or provided any meaningful updates. As mentioned previous, I have wasted a lot time and effort with trying to resolve these issues with EA help support. In this response from the EA organization, they are asking me to continue waste my time and effort with their support process which has not yield any meaningful results. I would hope EA contact me and work with provide meaningful resolution to this issue(s). However, they continue to direct me their EA Help has provided poor customer service. Essentially, I do not want to waste anymore time and effort with a customer support service which is not resolving the issues I am encountering with the madden 23 game, it is very stressful experience. It would be appreciated if EA or EA support would contact with meaningful resolution(s).

Sincerely,

*****************************
Business Response
Date: 09/06/2022
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.
Customer Answer
Date: 09/06/2022

Complaint: 17807168

I am rejecting this response because EA help has not addressed my issue. They haven't contact me with an update or resolution. As I have previous stated, EA help provided poor customer service on *************** and did not address my concerns. It would be appreciated if EA or EA help would contact me to discuss a meaningful resolution to my issue(s).

Sincerely,

*****************************
Initial Complaint
Date:08/30/2022
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.
For several years I have had a subscription to an Electronic Arts site called Pogo. We are given the option to buy "Tokens" to use while playing games. On.Aug 14 2022. I purchased $119.99 worth of tokens and was charged an additional $7.50 sales tax.As Aug 14th was part of a tax-free weekend in *************, I requested a refund of the. $7.50. This was done through Pay Pal. The next day I received notice from Paypal that the case was closed in my favor.Then the next day Electronic Arts closed my entire account, including my annual paid subscription and the newly-purchased tokens. I've attached the note from them.I contacted ****** and was told I'd need to talk directly to Electronic Arts. The phone number Paypal gave me is "not accessible from your area." It is my opinion Electronic Arts collected a sales tax that was not valid and punished me for asking for a refund of it.I'm also concerned that this company is collecting sales tax not due to the state and wonder how many other people have also been victimized.
Business Response
Date: 08/31/2022
Thank you for bringing this to our attention.
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/help/account/information-about-locked-or-banned-or-suspended-accounts/
Kind regards,
EA Help
Customer Answer
Date: 09/01/2022

Complaint: 17800479

I am rejecting this response because:

Sincerely,

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

This is a good news - bad news answer. Yesterday EA did restore my account, which I had hoped would be the eventual resolution. This is good news.
I did lose four days of membership I'd paid for and suffered four days of unnecessary upset. I was unable to complete some active challenges and will need to spend tokens, which I have to pay for, to get back to where I should have been. Playing games on the internet - and POGO does have some excellent ones, is my primary way of relieving stress.

The bad news: I am still concerned that EA can collect sales tax during a state tax-free weekend and that they would abruptly cancel my account for my requesting a refund of the tax they are illegally collecting.

Their attitude, including the response to the BBB noted above, is defensive and insulting. They still refuse to acknowledge they are wrong. They will not contact me or change their policy. Their note refers to my breaking an agreement, but they refuse to tell me what I did wrong.

Thank you, BBB for helping me get my account back.
Initial Complaint
Date:08/30/2022
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 ********** 23 on PS4 on August 18, 2022 for $63.29 including tax. The product has not been invested in at least a decade. It is super buggy to a point where it is unplayable. The free agency glitch makes the game absolutely worthless. The game gets worse by the year and yet they always promise "this is the year we made improvements". This company markets their product in a way that deceives customers to purchase the product every summer with high expectations and the promise of fixed and that delivers an unusable product.
Business Response
Date: 08/31/2022
Thank you for raising your concerns with us. If you experiencing issues with the product you can always contact our support at help.ea.com for assistance. If you are looking for a refund you can request one from the platform provider that you purchased the product from. If you are playing on PC over Origin you can request the refund from the same customer support service mentioned previously. If you are playing on XBOX or Playstation you can request a refund from ********* or **** respectively, or contact your local retailer if you purchased a hard copy. - EA Help
Customer Answer
Date: 08/31/2022

Complaint: 17797264

I am rejecting this response because the business did not fix the deeply flawed product. The business advertised and sold a product that did not deliver on the most basic of expectations. Fraud alert!

Sincerely,

***************************
Initial Complaint
Date:08/30/2022
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.
They collect money to remove ads from an app game but after purchase, the ads are still there. It's only $2.99 but imagine if there were 1M players who would pay for the ads to be removed. Their servers won't log the payment collected so they still get paid for the ads and at the same time collect money from players.
Business Response
Date: 08/30/2022
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:08/29/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This is in regards to their video game madden 23. First off I dont understand how a company can put out a game knowing its not finished and that does not work.trying to reach EA is nearly impossible. Im not the only one with problems its hundred of thousands of people.EA refuses to give any updates when things will be fixed or recognize they have serious problems. I know this comes off ***** but Im writing this ** they have been getting away with this for over a decade now and will continue to do ***** no one is there to tell them they cant treat customers the way they are. I know if I owed a business and made promises to my customers and knowing I wasnt going to come through on those promises Id be shutdown pretty quick with lawsuits.
Business Response
Date: 08/31/2022
At Electronic Arts, we always appreciate feedback from our players

As such, we recommend the player provide their feedback on our forums where our Studio can review it for future updates and releases.
https://help.ea.com/en/madden/madden-nfl-23/

Kind regards,
Electronic Arts,
- EA Help
Initial Complaint
Date:08/29/2022
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.
The reason I'm contacting you,is simple this company ,has a ridiculous amount of cyber criminals on their game(hackers) .The respawn entertainment and the games apex legends! There is two things that need to be brought to your attention,first is these people are overpricing skin in their shop charging $30+ that's severely greedy and second thing is tell them to do hacker ban waves every week. The one you will need to contact is *************************** CEO to make this happen. I couldn't get the proper address for actual apex company (address I posted is a company that can point you to right direction).
Business Response
Date: 08/29/2022
Thanks for your feedback.

Abuse, harassment, and cheating are against our rules.

We encourage you to report any cheating in game by following the instructions in the article below.

https://help.ea.com/en/help/faq/report-players-for-cheating-abuse-and-harassment/

Thanks again! For assistance with any other issues, please reach out to us at help.ea.com, and we'll be happy to assist.

Best regards,

EA Help
Customer Answer
Date: 08/30/2022
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:08/28/2022
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.
I purchased a game for $70 and it is effectively useless. I had an older account and apparently it still linked to an old email I no longer have access to as the email servers have been s*** down. But they wont let me set up my new account.I am signed into PlayStation network under the same name as before but because I have a different email now Im not allowed to play any ea games. I have tried multiple times to contact the help desk and they just keep telling me I have to magically gain access to an email account who servers no longer exists. I have request phone calls and they never call. Extremely disappointed as in 2022 this should not even remotely be this difficult. After searching online this is an extremely common problem that you would think would have a work around. But nope.
Business Response
Date: 08/29/2022
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.
Initial Complaint
Date:08/28/2022
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.
Product purchased from e.a. does not work. They make it impossible to contact their customer service, and do not respond to any complaints. I will be terminating my contract with them.
Business Response
Date: 08/29/2022
Thank you for raising your concerns with us. If you are experiencing issues with one of our products or services please contact our customer support at ***************************. - ********************** Help
Customer Answer
Date: 09/03/2022

Complaint: 17786410

I am rejecting this response because: The process that the company recommended does not work. They have purposely made it impossible to register a complaint or receive any help through their so called "help" links. They take your money, and care less whether their products perform as advertised. Misleading the public should have repercussions, and further wasting peoples time and money, lying about their false concern deserves to be penalized. Monetary reimbursement is the only penalty that greedy corporations understand.

Sincerely,

*********************
Business Response
Date: 09/09/2022
Thank you for your response. To receive assistance from our customer service you need to open a case with them via help.ea.com. - EA Help
Initial Complaint
Date:08/28/2022
Type:Product 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 trying to link my PS5 account to my EA account. I contacted support. ******* said to unlink my old EA account and then link it to my new one. In doing so I deleted all my digital content for Madden23. I had 700$ spent on MUT23. He then informed me that I cannot get my content back. This is unacceptable. Had I known I would lose everything I wouldv'e never unlinked my account. This was not explained by him. I either want my digital content back or a full refund as I no longer have any other content I spent money on.
Business Response
Date: 08/29/2022
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.
Customer Answer
Date: 08/29/2022
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,

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

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