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.

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.
1,263 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.

Initial Complaint
Date:08/07/2022
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.
Okay so i had started a case on EA's website through the EA help section about 2 weeks ago for *************** from their Expressions event pertaining to the **** smilies i obtained and didnt get rewarded, and i was told to wait for an investiagtion team to review my issue and to be completed, to which i havent gotten any responses about the issue for ***************. the website doesnt let me view any of the responses from the agents who have sent messages, so i have no clue as to whats going on. one case shows it has been fixed but nothing appeared in my account. i want this issue resolved immediately. the screenshots provided are what i didnt get when the event was ongoing, i continued to play it and nothing. it was reported by multiple people that they didnt get anything. i even messaged a community manager in the forums last week and no response.
Business Response
Date: 08/08/2022
Thank you for bringing this issue to our attention.
The customer has been in touch with our support and the issue has been properly addressed.
We welcome them to reach us again at help.ea.com should any other issues arise.
Kind regards,
EA Help
Customer Answer
Date: 08/08/2022

Complaint: 17683615

I am rejecting this response because: the issue was no addressed and no rewards were given, i had provided all the proof and nothing was done about it. i am going to continue to reject this untill someone from corporate speaks with me properly and not blow me off.

Sincerely,

*************************
Business Response
Date: 08/09/2022
Thank you for bringing this issue to our attention.
As previously advised, the customer has been in touch with our support and the issue has been properly addressed.
We welcome them to reach us again at help.ea.com should any other issues arise.
Kind regards,
EA Help
Customer Answer
Date: 08/10/2022

Complaint: 17683615

I am rejecting this response because:business refuses to give me an answer, and doesnt want to resolve this issue that hasnt been fixed for nearly a month now.

Sincerely,

*************************
Initial Complaint
Date:08/05/2022
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.
After 15+ years of supporting EA my account was permanently suspended for what seems to be cheating or breaking terms of service, after randomly playing two matches in Apex Legends one night. Shocked by this, I went through EA Help and simply stated that I believe this as a mistake and that I would like to talk to someone and customer service. I then received ******************************* email stating "after a full investigation your account will remain suspended etc." This obviously told me nothing, so I replied requesting information as to what they saw in their investigation and I even offered them gamplay files/recordings and invited them to remote into my PC. Instead I received the same automated response and my case was closed. I was a bit shocked and realized that EA seems to bully thier supporters and like most businesses these days, silence them when they ask a simple question. I'd like a refund on every cent I've spent on EA. Yes I reviewed terms of service yes I reviewed game policy nothing in those documents apply to me or my habits. EA says I broke one of those but refuses to tell me how. Yes I went through EA help and it did nothing for me so please do not suggest that. I ask that EA do an actual investigation ( which involves both parties, not one sided while silencing the other party) so that they can reverse my suspension OR I would like a refund for every cent I have given to EA. This is the first of many steps to put a stop to this type of treatment.
Business Response
Date: 08/05/2022
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
Customer Answer
Date: 08/05/2022

Complaint: 17675591

I am rejecting this response because it doesn't solve anything or address anything i wrote about. :

Sincerely,

*** F
Initial Complaint
Date:08/05/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This company allowed a fraudulent account to be created and then attached it to a gamer tag that is NOT mine. Now they're saying that the only resolution is "remember the email I used to create the account." Fun fact. I didn't create anything. I had to pull my xbox out of storage to look up the information they were requesting and none of it matched my account. Apparently this account was deleted, however they can still access it and prevent other users from creating legitimate accounts because it is somehow attached to the fraud one created under my name. Absolute insanity and unethical business practices. If an account is deleted LET IT GO, why are you holding on to consumer data? ************** trash games, trash customer service. Transcript attached.
Business Response
Date: 08/05/2022
Thank you for bringing this issue to our attention.
Unfortunately, the account in question is not associated with the email address or information provided with this report.
We are unable to discuss account details without verifying the account holder and request the customer to open a case with us at *************************** where we'll be happy to assist.
Kind regards,
EA Help

Customer Answer
Date: 08/05/2022

Complaint: 17675026

I am rejecting this response because:

Sincerely,

***********************
Initial Complaint
Date:08/04/2022
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 am filing this complaint in pertinence to the actions Electronic Arts has taken against my account. Access to my account has been revoked due to accusations that cannot thoroughly be explained outside of generalized cheating. I appealed the issue to Electronic Arts directly, to which are met with a concurrent amount of automated messages that imply my case is NOT being handled by a customer service *********************************** that there is no clear path to communication with customer service ***************************** has also claimed they will not disclose any information as to how they deemed my account eligible to ban. We will also be unable to provide any details regarding our internal procedures. - Electronic Arts. I have never done anything that goes against my agreement with the EA community guidelines and the actions being taken against my account do not reflect that. I find it in especially bad taste that during my account access being revoked I was/am able to purchase products for that account yet not able to utilize them, to which I feel that I should chargeback a multitude of transactions completed on this account. A lump sum of over $200 has been spent on this account with Electronic Arts and they are revoking all access to my purchasables with no clear way to appeal or discuss the actions they are taking. The goal ultimately is to hold the business accountable for not having a clear way to speak to customer *************************************************** the issue without receiving automated decisions. As well as taking action against my account without feasible proof that ANY investigation is being held correctly.
Business Response
Date: 08/11/2022
Thank you for raising your concerns with us. We have already been in contact with this customer to resolve their issue. - ********************** Help
Initial Complaint
Date:08/04/2022
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 USED to think my cable company had the worst customer service in the country, ********************** and their POGO platform changed my mind. After 13 e-mails, 2 live chats and 1 phone call they refuse to correct THEIR "Glitch"? I have been a loyal Club Pogo member for 20 years now, my player name is "BEARSAWILD". On July 16th I was playing POPPIT BINGO and I tried to purchase some *********** using my POGO Gems (you must pay real money to purchase Pogo Gems). My attempt was to buy $8,000.00 in *********** using 93 of my Gems. I received a notice saying that my transaction failed and "PLEASE TRY AGAIN LATER". I played a couple of games and then tried to make the same exact purchase. I got the same exact result, TRANSACTION FAILED PLEASE TRY AGAIN LATER. I went and played a different game for awhile and came back for my 3rd attempt. This time I went for a smaller purchase, $4,000.00 in *********** for 56 Gems. Same exact result THANSACTION FAILED PLEASE TRY AGAIN LATER. I went off once again and played a different game and about half an hour later I came back to Poppit Bingo and discovered that EA/POGO decided to put ALL 3 OF MY FAILED TRANSACTIONS THROUGH!!!??? I spent the next 2 weeks sending and responding to e-mails. I then tried live chat and was GUATANTEED that POGO was going to refund all of my Gems since they were 100% at fault. They agent told my the link/took they use to issue refunds was down and PROMISED me that if I came back to chat the following morning and gave the new agent my case number they would process my refund right away. He said he made careful notes in my case file that my refund was already approved by his team leader. The next morning the new agent REFUSED to look at the case file and said no way on the refund? He was extremely rude!! POGO's customer service department is not just the worst in the Country, The are the worst in the UNIVERSE!!! I have copies of my 2 chat sessions and my 13 e-mails to prove it!*********************
Business Response
Date: 08/05/2022
Thank you for raising your concerns with us. We can confirm that the correct response has been provided by our customer support. - ********************** Help
Customer Answer
Date: 08/05/2022

Complaint: 17672269

I am rejecting this response because:

Sincerely,

***********************
Initial Complaint
Date:08/03/2022
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 contacted EA help support by live chat on 8/01/2022, the chat rep disconnected the chat because they refused to escalate the issue to a supervisor. Then I tried to resolve the issue with a call agent and was treated rudely when I requested to speak with a supervisor to have this escalated. I only wanted to link my xbox live account to my EA account some my family can play their games online. However, their system doesn't recognize my email which would only be either ******************** or ***************************** these are the only 2 emails I've used for my xbox live account and all my other games work just fine on my account. The reps have no clue how to resolve this issue because there's another complaint similar to what I'm experiencing with my EA account. The only difference is they have my old account linked to their email address which is ***************************************. Therefore, I can not access this old account with that email to unlink my xbox live account. As a long time customer I feel that this is ridiculous and customers should not have to go through all of these issues for something so simple as to changing your profile information or updating an email. Then to be treated like garbage and hung up on when requesting to have your call escalated to a supervisor is disgusting and very unprofessional. These calls and live chat support is outsourced to a third-party outside *****************. These reps are rude, and have no ******************** how to help EA customers. So I pretty much have EA games that I or my family can't play online because of this issue.
Business Response
Date: 08/03/2022
We've reached out to the customer to address the ************************** welcome them to contact us at help.ea.com if anything else is needed.
Electronic Arts
EA Help
Initial Complaint
Date:08/02/2022
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.
Since the update and the purchase of the new *********** pack I have been having issues with my Sims4 game. Recently, the packs that I have purchased awhile ago are not accessible in the game. It shows that I own the packs however I can not play them or etc.
Business Response
Date: 08/03/2022
Thank you for bringing this to our attention.
Upon review, we request the customer contact us at *************************** and well be happy to assist.
Kind regards,
EA Help
Initial Complaint
Date:08/02/2022
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.
Feb 3, 2022 ***** $Feb 15, 2022 ***** $Feb 26, 2022 ***** $March 15, 2022 **** $March 28, 2022 **** $March 29, 2022 ****$April 2, 2022 ***** $April 6, 2022 *****$April 25, 2022 *****$May 10th, 2022 ****$May 19th, 2022 ***** $June 2, 2022 ****$June 8, 2022 *****$June 21, 2022 ****$July, 1 2022 *****$July 1 , 2022 4.69$July 3, 2022 *****$July 11, 2022 *****$July 11, 2022 4.69$July 30, 2022 *****$July 30 , 2022 4.69$I have just started playing this game and invested heavily from my budget. Recently I have been wrongfully banned and cannot access or use any of my purchases. Also I am being warned of future bans, but when I try to contact EA Sports at ************** they put my on hold for over 30 minutes at a time and hang up on me. When I did get in contact with a worker he seemed to have bad communication skills and could not understand me. I think there was an error in the way he typed in my email address and we were not able to get anything done. I asked if I could speak to someone else like maybe a supervisor he told me there was none. He told me his name was OM. I do not agree with their newest ban on my account and their threats of future bans. I highly regret investing into a company who can not properly communicate with me. I am more than willing and able to function within their policies and invest into their game if we could come to some kind of understanding. At this moment I would like a total refund since I cannot use my goods at this time and possibly the future. There is too much concerns that I have that cannot seem to be answered or communicated to me in a timely matter. My entertainment is pretty important during my free time as it is for ever healthy minded person. Also I do not have the funds to invest into this company and start all over in a new company this is just setting me back all around.
Business Response
Date: 08/03/2022
Thank you for bringing this to our attention.
However, 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.
Kind regards,
EA Help
Electronic Arts
Initial Complaint
Date:08/02/2022
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 a consumer of The **** franchise for awhile and have always paid to receive extra DLC for the games, specifically the **** 4. However, recently instead of receiving fully functional packs on release, as expected, we receive broken, unplayable packs and are out $10-$40 every time. My Wedding Stories is a pack I purchased for $20 and all of the gameplay features are still unusable, despite there being a patch that supposedly "fixed" all the issues, although I have yet to see this actually manifest itself. I waited for the patch before purchasing, and was severely disappointed when I couldn't use a majority of the features because the pack is still hopelessly broken. I also recently purchased the *********** Years pack for $40 and many of its features are unusable too and it's actually broken my game to the point where I can't use mods anymore, which were the only things making the game playable in the first place. EA has shown a blatant disregard for Quality Assurance and continues to deliver broken packs at full price, and now they're taking away the livelihoods of early-access modders who essentially do their jobs for them and make the game playable.Not to mention, EA has repeatedly removed **** 3 Seasons from my library, after I have purchased it more than once. I got in contact with them about this, was told it'd be added back, and it was, before it was shortly removed again, meaning I'd have to purchase it AGAIN just to access content I already purchased previously... TWICE. Their customer service is entirely incompetent too. Please, either stop making us pay full price for broken games, or actually make the games playable before release. We don't care if you have to delay releases, as long as the game WORKS. The bar is literally on the ground, EA. Do better.
Business Response
Date: 08/03/2022
Thank you for bringing this to our attention.
Upon review, we request the customer contact us at *************************** and well be happy to assist.
Kind regards,
EA Help
Customer Answer
Date: 08/03/2022

Complaint: 17659196

I am rejecting this response because:
This is not a message from a company that cares about doing right by their customers. This is a message made by people who dont care to read complaints and just copy and paste something with the hopes that they can pass it off to a customer service rep who doesnt have the proper resources to actually address the complaint. A customer service rep **** going to make the games less broken. They arent going to put more resources towards ***************** to actually deliver on their promises. Stop passing off the blame and take accountability for your irresponsible actions.

Sincerely,

***********************
Initial Complaint
Date:07/29/2022
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.
I am been a member of the electronic arts community for years recently as of about 2 years ago I have been locked out of getting into my account so in turn i have not been able to play any of thier games becuawe they make all of thier gamea have some kind of online component which i have spent money to buy as well as microtransactions and time which is valuable to anyone. on thier website it used to allow you to log in via a verity of ways that did not include your account email and password, they now require you to log in only using that email and password which in my case belongs to an email which no longer exists and means I am unable to recieve a email.that they are sending forcing me toreset my password I have gone through multiple email attempts through calling the corporation headquarters in ******* ******* tweeting to get help from thier online help ******* handle and chated with representatives on thier help website they require that you answer information about an account that was created years ago I have answered all the information to the best of my ability but they instead of helping me say one of the answers is wrong do not say which and tell me better luck next time they are keeping me from playing the games I paid for and trying to strong arm me into either creating a new account and losing all the games I paid for and progress I have made or just buy the games again on a different but new account I have tried to send them screen shots of my bank account showing that I have paid for membership to the ********* account I have linked with them as well as my acess to the ********* accounts email and screenshots of purchases of micro transactionsnto their games via the xbox account but instead they say I can't contact through email anymore once I have done so all I want from them is to change emailnon file so that I may continue to enjoy the things I have so strongly worked for and means I spend more money on thier products Gamertag-skellington31
Business Response
Date: 07/29/2022
We've reached out to the customer to address the issue. We welcome them to contact our support at help.ea.com should anything else be needed.
Electronic Arts
EA Help

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