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Business Profile

Wholesale Video Games

Electronic Arts, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wholesale Video Games.

Important information

  • Customer Complaint:

    BBB’s business profile for EA Sports, Inc. was created in August 1985. A review of complaints state concerns of players' account termination and restriction.

    BBB recommends users to be familiar with their User Agreement, section 8. Termination and Other Sanctions. In addition, for more information about your ban or suspension and for ban/suspension appeals, please visit My Ban History.

    For additional support options, please visit EA Help.

Complaints

This profile includes complaints for Electronic Arts, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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

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    Customer Complaints Summary

    • 4,286 total complaints in the last 3 years.
    • 1,263 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/26/2022

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I just purchased a 70 dollar game yesterday and EA is requesting password reset to old email that was closed years ago. The recovery process they ask you for dates games purchased, old phone numbers IP addresses, from 20 years ago. If any are wrong they refuse to change email. This locked all my EA games. Like 10 games all bought and paid for and can't play any of them. One I bought yesterday. I've spent hundreds of dollars on these games. They just tell you to try to remember and try again. There just stealing my money and locking it behind there account blocking game.

      Business Response

      Date: 08/29/2022

      We will contact the player and resolve the complaint.

      - EA Help

      Customer Answer

      Date: 08/31/2022

      Better Business Bureau:   I would like my account originally linked to old email of ************************** changed to *********************   my new email address so i can play my games online.

      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:08/25/2022

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My XBox account is linked to an EA account that has been deleted due to inactivity. The EA account is linked to an email that no longer exists. It's not just that I don't remember how to log into it, the email server and all record of it no longer exist. I contacted the host and they told me it was gone and there is nothing they can do. Despite that, my XBox account remains linked to an EA account I can't access and the only answer I got from EA was that I needed to create a new XBox account and new EA account. That is absurd. I have to lose my XBox account and all of the games I have on there or work from two separate accounts because EA can't do the right thing and help the customer. I called and asked to ********************* to a supervisor and was told that they were busy but wanted the first person I contacted to tell me their answer was the same. That is poor customer service. If I ask to ********************* to a supervisor, don't tell me they're busy. Give them my phone number and have them call me back and tell me themselves.

      Business Response

      Date: 08/26/2022

      Thank you for bringing this to our attention.

      We have 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 where we would be happy to assist.

      Kind 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:08/25/2022

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have reached out to EA multiple times about an issue regarding my old account and not being able to get a new one. Most of these conversations are via chat and on phone on the date of 08/25/2022. I asked multiple times how can my playstation account be attached to an account that is deleted in their system, no one can answer me and they all just say that's what it is. While not being sastified with the answer, I asked to speak to a supervisor or manager to furter escalate- I am told i am not able to speak to one, I ask can one call me back, they tell me no, I ask for an e-mail for one. I just keep getting denied and then they hang up or disconnect with me saying I am being rude. This is with every interaction I have had with them, which at this point has been 4 different interactions. my ticket numbers for my issues (

      Business Response

      Date: 08/26/2022

      Thank you for raising your concerns with us. We have reached out directly to the customer to resolve this issue with them. - EA Help

      Customer Answer

      Date: 08/30/2022

       
      Complaint: 17768730

      I am rejecting this response because: I responded back to the e-mail of the person who said the issue was fixed and they never responded back. And talking to customer **************************** advising them who i was talking to I was never escalated or spoke to anyone else for further assistance.

      Sincerely,

      Deanthony *****

      Business Response

      Date: 09/05/2022

      Thank you for your response. We have resolved the issue in question and have not received a response to our email sent to the customer. - ********************** Help

    • Initial Complaint

      Date:08/25/2022

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      EA has banned my account for something I could not have done as I have not used my account recently. The support has said they will not reverse the decision.

      Business Response

      Date: 08/25/2022

      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.

      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,

      EA Help

      Customer Answer

      Date: 08/25/2022

       
      Complaint: 17766570

      I am rejecting this response because: I was not using the account when the community guidelines were broken.

      Sincerely,

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

    • Initial Complaint

      Date:08/23/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hello and thank you for taking the time to read this. Its unfortunate that I have to file this, but its more unfortunate that a company couldnt help me with a solution.On Tuesday August 23, 2022 I was using EA Sports Auction House in Madden 23. I bought 5 cards. Unknowingly, because this is a bug/glitch in the game, the cards purchased were BND cards, or account bound cards. This means that they cannot be sold/traded/put in sets. These cards are not suppose to be able to be on the auction house. It is a bug in the game. I contacted EA support, and was directed to contact another support team. A support team that doesnt exist. They told me to ****** "auction support", which isnt a support team on EA Help. The main problem is that the coins that were used to buy these cards are coins that have been purchased through Madden, with real USD currency. EA Help provided no answers or support for a bug that essentially scammed me out of real USD currency. I find it very alarming that you can purchase in game currency, get scammed out of it in game, contact their support team, and then either be not helped, or directed to another support team that doesnt exist via ******* Im asking EA to either unbind the cards or refund me in game currency worth the cards that were paid for. It wouldnt be a big deal if purchasing in game currency is so expensive. Attached is conversation with EA Support.Email- ****************** EA Sports account - ****************** Full name - *********************** EA Play account - ****************** Thank you for taking the time to read this and hopefully come to a solution. Ive tried that route with EA Support and they have proven that they are OK with a bug in their game taking peoples REAL money and not doing anything about it.

      Business Response

      Date: 08/25/2022

      Thank you for bringing this to our attention. 

      We are aware some players are experiencing this issue and we are currently investigating the issue. 

      We request the customer check for updates on our forum post here; https://answers.ea.com/t5/Bug-Reports/card-becoming-bnd-and-not-switching-back-after-i-took-abilities/td-p/11743583

      We welcome them to reach us again at help.ea.com should any other issues arise.

      Kind regards,

      EA Help

    • Initial Complaint

      Date:08/23/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I requested a refund from EA for a game that was purchased on 7/20/2022 that I was unable to play. I opened a support case #********* with EA on 8/4/2022 to assist getting the game to work that was closed without a resolution. Today, 8/22/2022 I requested a refund in a Live Chat session and the customer service representative named ***** was unable to assist me. They were directing me to other help options but when I navigated to those help options they were unavailable to me. When stating this to the rep they refused to continue assisting me. I have no other option available to me to communicate to EA except live chat where I was told that they couldn't help and couldn't give me additional methods of communication. I have the chat transcript with the representative that can be attached to this case if necessary. I would like a refund of my purchase for $32.27 USD.

      Business Response

      Date: 08/24/2022

      We will contact the player and resolve the complaint.

      - EA Help

    • Initial Complaint

      Date:08/22/2022

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 08/22/2022, i purchased a PlayStation 5 game for *****. When i tried to play it, it was unable to log in because i had to reset my EA account. I have not accessed that account in years. The account required the password to be reset. I dont have access to that account email and cannot reset it. I spoke to customer **************************** they were unable to change my account email or unlink my PlayStation. As a result, Im unable to play my game and i will never be able to play any game by EA because my PlayStation is linked to that deactivated EA Account.

      Business Response

      Date: 08/24/2022

      We will contact the player and resolve the complaint.

      - EA Help

    • Initial Complaint

      Date:08/22/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I paid money for a service *********** game pass, to play ea games on the ea app. The EA APP is INCREDIBLY BUGGY straight up not working most of the time. Preventing me from using ******************** Didn't know to report ********* or ea, but im tired of these s***** business practices preventing me from taking advantage of the services I rightfully pay for. The ea app is one of the worst launchers and the games i PAID FOR I cant even access. The origin app (ea's alternative) is just as buggy and constantly have privacy issues (leaking emails, passwords, sensitive information) None of this is consumer friendly, and they never ever try to improve. They need to be held accountable for the bad business they've gotten away with for a decade or more.

      Business Response

      Date: 08/24/2022

      The EA app is currently in beta.

      https://www.ea.com/ea-app-beta

      If this player is experiencing an unexpected issue, we strongly recommend they report it in the app:

      https://help.ea.com/en/help/ea/ea-app/run-ea-error-report/

      If the issue persists, please contact us at help.ea.com for technical support and assistance.

      https://help.ea.com/en/help/faq/contact-ea-help/

    • Initial Complaint

      Date:08/22/2022

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have used a gaming product via their Origin app for years now. All of a sudden I cannot access it. The app states that it does not recognize my email address. After researching, it appears my account was removed without my authorization. I have tried using their chat / tech support, and I am getting the run around. I have asked repeatedly for the associate to escalate this to a supervisor but they have refused. They only repeat that they cannot locate the account despite the fact that I contacted them to do an account restore to begin with (so, yes, they will not be able to locate my account since it needs to be restored). Please assist with getting me in touch with someone who can actually help me. Thank you. (note that if this can only be resolved over the phone, it will need to be on a Saturday or Sunday since I work during the week)

      Business Response

      Date: 08/24/2022

      We will contact the player and resolve the complaint. 

      - EA Help

      Customer Answer

      Date: 08/26/2022

       
      Complaint: 17754349

      I am rejecting this response because:

      While the business has been communicating with me, this has not been resolved yet, and the last message indicated this will go on into next week. This complaint needs to remain open until it is resolved. I still do not have access to my account which needs to occur in order for the complaint to be closed. 


      Sincerely,

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

      Business Response

      Date: 08/31/2022

      We will contact the player and resolve the complaint. 

      - EA Help

      Customer Answer

      Date: 09/03/2022

       
      Complaint: 17754349

      I am rejecting this response because:  My account still has not been fully restored. I can access the platform now but still cannot access the game/software I purchased years ago. I have informed the contact, including sending a screenshot of what I am seeing. I am awaiting a response after the holiday weekend. 

      Sincerely,

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

    • Initial Complaint

      Date:08/21/2022

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been trying to gain access to my account but the login email address has been deleted, after trying to reach out to the email address company ***** they informed me that they cannot access the address. When trying to login to ea.com and disconnect my linked Xbox account customer service states that they cannot assist with the issue. This means that much of the content is locked and unable to be reached. Simply unlinking the Xbox account stevend1989 will suffice as a resolution so that it can be linked to a new account. When dealing with customer *************************** shown in attached pictures, they keep requesting the same information and would not assist.

      Business Response

      Date: 08/22/2022

      Thank you for bringing this to our attention.

      We have 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 where we would be happy to assist.

      Kind regards,

      EA Help

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

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