Complaints

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

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  Electronic Arts, Inc.

  209 Redwood Shores Pkwy Redwood City, CA 94065-1175

• 

  Electronic Arts, Inc.

  9001 North I-35 Suite #100 Austin, TX 78753

• 

  Electronic Arts Inc.

  9001 N I-35 Suite 110 Austin, TX 78753

• 

  Electronic Arts

  605 Crossroads Parkway Bolingbrook, IL 60440

• 

  PopCap

  800 5th Ave Seattle, WA 98104

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:07/28/2022

  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've sent multiple emails to EA and have received a response back basically saying they will work on it and thanks. That's all meaning they have received my emails and my error reports. I've since had a new phone after months it seemed resolved and a week ago its back where the game has so many issues with the career mode which doesn't require anything online. I.e. Multi-player, networking, harassment, online access, transactions, etc. This is the regular game mode you mainly paid for. The way to progress keeps resetting and causes many issues to move forward and EA has done nothing to resolve it. Many complaints and bugs. To make matters worse there capabilities to file reports or view any actions taken on there behalf is completely blocked or is a vicious circle basically causing either you give up or you spend hours to try and contact them via email or website platform options which literally will not allow you to tell them or ask what's going on. Any attempt to call the company is provided only for business and human resources but when it's through the report bugs submission while filling out some selections reverts you to another page without any selection or notice of leaving the page to then be a completely different page that puts you back to the original area that just sent you there again, and again. This is the regular game content and only for single player which is what the game is if online was not a thing and what your really paying for and yet they don't have any recourse which now after the 7th attempt and only 1 was capable to send. There is still no resolution or explanation and again, the fact that there is no way of contacting them on a product people purchase including myself and many other games I'm sure they have a system built to disable any customer from getting help which seems like unfair business practice. Videos where recorded and sent but cannot be seen by myself and after the trouble don't want to re record the system issues.

  Business Response

  Date: 07/29/2022

  Thank you for raising your concerns with us. If you are experiencing issues with a product or service you can contact our customer support at *************************** for assistance. - EA Help

• Initial Complaint

  Date:07/28/2022

  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.

  I made a 40 dollar purchase months ago and never received a thing from them. They literally stole my money. I have filed complaint here before nothing gets done. I will continue to dig and research, as well as complaining anywhere I can. I do not appreciate theft. I don't like the ******************** that say I stole a 40 dollar game from them they would be pressing criminal charges, yet somehow they are untouchable when it comes to fraud and theft. They misled me said I'd get apex coins for 40 dollars but I got 0. So really false advertising at the least. I wish this was an isolated instance but since they want to keep fighting me and being unethical I keep digging. This is an everyday occurrence happening to many people in the US alone. I can't imagine how much finds are fraudulently gaining interest and being used for investment at EA. Most people I find give up on the money so this is what they are banking on. They are stealing from individuals taking advantage of the fact they are protected and we are not. Unethical practice with absolutely no integrity or moral compass from this company. Racket is more like it. It should be closed and investigated. They should be responsible for unethical practices and criminal activity. I sure can't go steal a piece of candy much less take 40 dollars from any business without being pummeled by the judicial system, while they get away with stealing millions. I'd be interested to see a close amount of how much has been deposited by them where they didn't provide anything they said for that money. How much interest have they wrongfully made say in 6 months even? I think this should be fixed soon. I think there needs to be more protection from criminal organizations such as this one as people are loosing their earned money to a small group who holds majority of the wealth already. This just makes me so disappointed. Taking advantage of young people no matter the negative impact on some of those people. Completely predatory company.

  Business Response

  Date: 07/28/2022

  We will contact the player and resolve the complaint.

  - EA Help

• Initial Complaint

  Date:07/27/2022

  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 would like to give as much information as possible but EA has banned my account (for reversing charges not authorized by me) making it hard to review prior purchase amounts. Every game I have played from EA has been hacked. This has only happened to my EA account as I keep tight security. It has happened multiple times. Each time I got charged because I had a credit card on file. As most EA games aren't the most enjoyable requiring additional money for loot boxes etc, I don't often open my EA launcher. I only noticed the charges when reviewing my credit card statement. After noticing charges after a second hacking, I had had enough and contacted EA. It took me quite awhile to actually get through to someone at their company as their chat most often does not work properly. When I did get ahold of EA, they were not willing to give up the $60 worth of charges to keep me as a customer. So I had my bank do it. Afterwards, EA banned my account because they are predatorial plain and simple. I recently tried to contact them again because some of my viewers wanted to play Battlefront 2. After navigating my way to a human, they told me I was under sanction and would have to defend myself. I am not interested in defending myself for EAs lack of security and predatorial practices. I want access to my purchase records, a full refund on money spent on games that were taken away from me (including subscription and loot boxes), and an apology. NO WHERE else can you buy something for hundreds and even thousands of dollars and have it taken back by the seller. I plan to pursue this not only for myself but the thousands of others who have been wronged. EA has ruined gaming and more importantly the IPs we love. They do whatever they want and don't care about their customers only profits. This sounds like a rant from an angry customer I know. But most of *********************** customers are angry these days. For obvious reasons. EA account email: *************************

  Business Response

  Date: 07/27/2022

  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: 07/27/2022

   
  Complaint: 17631428
  
  I am rejecting this response because: EA thinks they are above the law.
  
  
  

  Would EA like to go on record saying "Customers who charge back fees created by hackers after our support refused to do so breaks our Terms of Service."?

  You are not so big that you can just lay down an arbitrary line without a logical explanation. I did not violate your terms of service. After over 20 years as a customer and thousands of dollars spent, ********************** violated my life by not protecting my privacy and then tried to gaslight me. Not only that but you allowed my hard earned money to be stolen, then you stole from me as well. Your **** and Terms of Service will not save you in a court of law. Failure to address this issue with concern and logic for a paying customer will be met with ********************* resistance, more legal battles, more petitions and most of all bad press from me along with fellow streamers. We are also starting a new campaign to remove the Star Wars IP from EA. This will cost EA a lot more than $60 that was charged back, and rightfully so. Most of this is already in the works but I had to get EA on record regarding this issue. I do not need to be judged by you imaginary counsel as I have done nothing wrong. You have. I eagerly await your response. We will no longer stand for predatorial gaming companies and you are the worst offender. 

  Business Response

  Date: 08/02/2022

  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: 08/04/2022

   
  Complaint: 17631428
  
  I am rejecting this response because:

  Real issues were not addressed only deflected. You are EA do your job instead of saying "oh I can't do this because of a different department.." This go around will continue until progress is made instead of corporate deflections.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/25/2022

  Type:Billing 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 recently logged out of my EA account on Xbox. It keeps saying my account is linked to a ************************ I haven't had that email in years. I can get into my EA account but I can't link my Xbox account. Still says on the Xbox console it's linked to my old email address even though I linked my account to my new email years ago. which is weird since on *********** website it says my new email is linked. This is very frustrating since I can't play any EA game online that I paid for. Literally logged into my EA account the same account I've always had to use their online help. But to remove the email they wanted credit card information from the account. There isn't any credit card information on the account. Then they wanted a phone number. There isn't a phone number on the account. They then told me there is nothing they can do. So what Im hearing from them is I can't play any EA games online (that I paid for) without first making a new Xbox account, making a new EA account and in the process loosing hours of progress in not just EA games but all my games. When I got frustrated with the online help because they were being ridiculous they just disconnected. I tried contacting them on their EA ************* and they did answer. But they said I had to use their online help. Told them I made no progress with the online help and they just ignored me afterwards just sounds like bad business. I've bought EA games for well over a decade but it doesnt seem to matter now that they now have my money. A quick internet search shows this is a common issue that they continue to ignore. I even contacted my old email provider to try and get back into the account but was told it doesn't exist anymore. He said if needed they could even contact them at ************* to confirm the account no longer exists.Current Email: ************************ Xbox Gamertag: Bill1138

  Business Response

  Date: 07/26/2022

  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: 07/26/2022

   
  Complaint: 17622919
  
  I am rejecting this response because I have already attempted this solution and made no progress. If I had been satisfied with my experience with ea help I would not have filed a complain with the BBB. :
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/04/2022

  Thank you for bringing this to our attention. 

  As previously requested, we request the customer contact us at *************************** and well be happy to assist.

  Kind regards,

  EA Help

  Customer Answer

  Date: 08/04/2022

   
  Complaint: 17622919
  
  I am rejecting this response because:I tried contacting your help department and your ******** help page. They couldn't or wouldn't help me. I want to talk to a real person here in the US. Not some useless outsourced help center.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/24/2022

  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.

  E.A sports purchased Golf Clash for an estimated 1.4 billion dollars about 6 months ago. In that time they have changed the game dramatically to cause Thousands of people to spend more money on there game. In this period they have not once informed participants of these changes. Its a golf game, they have dramatically increased the length of the golf course causing players and somewhat forcing them to buy certain ***** which are very expensive to finish out these holes to win. I have continuously asked Support about it and they do not want to answer my questions and I do not take this lightly. They seriously need to be regulated on how they are taking advantage of the customers that belong to the company before and changing the outcome of games without giving any warning to customers who literally spend thousands of dollars on this game including me. I do not take this lightly because I dont believe Ive ever reported a business to the BBB. I know you wont understand what Im saying but before this company was purchased theres certain tours that you graduate to with a certain amount of trophies. Once you receive these trophies youre automatically allowed to play to the next tour not paying money. I advanced from tour 11 to tour ************************** paying $19.99. You may think that this is small. But this is just the tip of the iceberg that has happened since they have taken over this game. I have tried to plead with them and they do not respond. You are not going to understand this but I will just say theyve increased windspeeds in longer courses so you have to purchase theyre called speedballs that work better against the wind thus spending a huge amount of money more. None of this was ever explained to any of its customers youre talking about a lot of money !!

  Business Response

  Date: 07/27/2022

  Thank you for bringing this issue to our attention.

  
  The customer has been in touch with our ********* support team and the issue has been addressed.  We welcome them to reach out to us again at *********.helpshift.com/ to provide any further feedback to help the game development team.

  
  Kind regards,
  Electronic Arts
  EA Help

• Initial Complaint

  Date:07/22/2022

  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.

  Ive been trying to contact EA about a membership that hasnt been used in years and that I see on my last Bank statement I was charged $42.49. I canceled this through pogo two years ago and they EA account has not been used in years. I purchased the account to allow my elderly mother to play bingo on, since then they have deleted all the bingo games that she used to play and we have no need for this account. The invoice ID is ********* through PayPal. I would appreciate any help you can give me on getting a refund as I can contact them even after signing on to my old account as per their instructions on EA help. Thank you *****************************

  Business Response

  Date: 07/22/2022

  
   We've reached out to the customer to address the issue.  For any other issues or concerns, we welcome them to contact us at help.ea.com and well be happy to assist.

• Initial Complaint

  Date:07/21/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've used real money last month on *** 22 for packs. The odds on the pack don't match what is given. I feel they are doing this to push people to spend more money on there game and refuse to help or fix it. This isn't the first time they've lied about what the percentage of certain cards are. They give cards way lower then what is shown on the prediction.

  Business Response

  Date: 07/21/2022

  We will contact the player and address this complaint.

  - EA Help

• Initial Complaint

  Date:07/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bioware is a software/game company. My complaint is their game is broken and progress in story is unable to continue due to a bugged mission, and that their customer service rep refuses to do anything about. My mission was bugged and could not complete. I abandoned the mission thinking I could pick it up again but I cannot. The story missions are supposed to be un-abandonable, as that option is greyed-out on my other characters (not clickable/option). I had previously reset the mission that did not fix it. I tried repairing the game, that did not fix it. I reinstalled the game that did not fix it. The problem is on their end not mine. I want my money back if they refuse to give me that mission or the one after it. As is, I can never do new/more story. My characters name is "Devadandermud" the mission name was "Force Legacy of Onderon" In-game ticket numbers ********, ********, ********. The mission is REQUIRED to be completed in order to progress the story.

  Business Response

  Date: 07/21/2022

  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.

  -EA Help

  Customer Answer

  Date: 07/22/2022

   
  Complaint: 17595146
  
  I am rejecting this response because:

  The mission is still incompletable. And have had no further response since 7/20. I made a help ticket again on 7/21, I believe it was deleted on their end. I stated I reacquired the mission but it is still incompletable  after resetting it multiple times, repairing the game, and installing the game on a separate drive.
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 07/25/2022

  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.
  -EA Help

  Customer Answer

  Date: 07/27/2022

   
  Complaint: 17595146
  
  I am rejecting this response because:
  The issue has not been fixed or addressed since 7/20. I have made at least 2 tickets since 7/20 about the same issue, both tickets have been deleted without a response. (Image attached) "Force Legacy of Onderon" is still incompletable. I have reset the mission multiple times. I have "repaired" the game. I have installed the game on a separate drive. And reset the mission again. I collected all 5 items. The mission says "Activate the relic of Hatred" the doors to the room are still red and I cannot enter. On 7/22 I submitted Ticket 38912009.

  On 7/20 I received and email stating "The mission was abandoned by you and once a mission is abandoned then, there isn't any way to get it back."(Image attached of emailed response.) I got the mission back and it is still not working.
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:07/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been playing Madden 22 from day one and since this game has been filled with glitches, inconstant gameplay, and no real football I.Q. I would like an apology for the subpar game they put out.

  Business Response

  Date: 07/20/2022

  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:07/18/2022

  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 recently got EA play and tried to play some *** 22 online however it wanted me too reset my password. Unfortunately the EA account that was registered to my PSN account was quite old and one I had forgotten about as over the course of the years I had updated my PSN email but never thought twice about checking the EA account as I had never realized that it was separate from the EA account.Since the EA account was not actively used it has been deactivated/deleted by EA and has prevented me from playing any EA backed online games such as *** 22. I have reached out numerous times to the customer support offered at https://***************************/en/ however the customer support staff only ************************** solution to reset the password which I cannot do as the email that is used for the account is no longer accessible. I have attached a picture of my email inbox that shows I have reached out to EA support numerous times only to have a different agent respond every time and no actual support regarding my issue with the support staff only copy and pasting unrelated help articles.I am simply trying to unlink my Playstation Network ID from the deleted EA account however EA support is unwilling to provide a reasonable solution.

  Business Response

  Date: 07/19/2022

  We've reached out to the customer to address the ************************** can confirm they are able to reach our Help Site at help.ea.com for any further issues.

  Electronic Arts

  EA Help

  Customer Answer

  Date: 07/24/2022

   
  Complaint: 17586004
  
  I am rejecting this response because:

  Someone from EA reached out and contacted me about the issue and we are currently together to resolve the issue however, the 5 calendar days are up and I would like to keep this complaint open until the issue is resolved.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/25/2022

  We've reached out to the customer to address the ************************** can confirm they are able to reach our Help Site at help.ea.com for any further issues.
  Electronic Arts
  EA Help

  Customer Answer

  Date: 07/27/2022

  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.
  

  Shortly after filing the complaint I was contacted by a representative from the customer relations ******************** and they were able to sort through and resolve my issue.

  
  Sincerely,
  
  *****************************