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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

    • 4,288 total complaints in the last 3 years.
    • 1,264 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:07/17/2022

      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 for an ad-free version of Plants Vs Zombies in the ****** Play Store and still have ads in the game. I would like a refund or an ad-free game. When I contact the company they tell me to look at their FAQ and do not provide any resolution.

      Business Response

      Date: 07/18/2022

      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: 07/20/2022

       
      Complaint: 17580242

      I am rejecting this response because:

      This has not been resolved. The customer service representatives keep sending one way messages telling me to go to the *** page or to file tickets in games that I do not have.

      Plants Vs Zombies does not have an in game help ticket option. You have responded to me about Plants Vs Zombies Heros. I do not have that game and I'm not asking about that game.

      Please remove the ads from my game or provide a refund.


      Sincerely,

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

      Business Response

      Date: 07/25/2022

      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

    • Initial Complaint

      Date:07/16/2022

      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 bought **** 22 when it first released (pre-order). I had purchased a new console (PS5), tv and upgraded my internet. This is all because in my previous communication with EA they consistently indicated any connection/gameplay issues were due to my setup at home. I receive the game and after a few weeks I am noticing severe problems over several months with connection/gameplay. The game was completely different than when purchased. I contact EA again and am told it is a problem with my home connection. So at this point I bought a new modem and router since these were the only things that had not been replaced. I am still having the issue but now EA just responds to my queries with automated messages. I have looked online and seen dozens (if not hundreds) of people with this same issue. They were aware of this but still told me mine was an isolated issue and most people have perfect connection. That was a blatant lie. The overwhelming consensus in the **** community is something is wrong with the game but they refuse to address these concerns. I even took video which they refuse to review - yet I was told they would happily let someone know if I was having issues. Never received a response when I confirmed I was. No response since June 5th despite multiple attempts to establish contact. This game was bought with the expectation of adequate support through at least the 1st year of release. I did not receive the product I paid for.

      Business Response

      Date: 07/18/2022

      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: 07/18/2022

       
      Complaint: 17578319

      I am rejecting this response because: EA Help is the entity I have posted unresponsive and unhelpful communication with in this complaint. I was being told it was all in my setup (blaming the customer) and ignoring the fact so many others have complained of the same issue. Referring me to the same entity who has ignored me and not helped is not a solution at all. They have continued to be extremely disrespectful and condescending to me.

      Sincerely,

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

      Business Response

      Date: 07/21/2022

      Thank you for bringing this to our attention.

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

      Kind regards,

      EA Help

      Customer Answer

      Date: 07/21/2022

       
      Complaint: 17578319

      I am rejecting this response because:I HAVE ALREADY CONTACTED EA HELP AND THE COMPLAINT IS IN REGARDS TO HOW THAT CONTACT WAS HANDLED. I should not have to keep repeating myself. It is really pathetic that this company is allowed to submit this as a response just to say they responded. This just ensures they can continue to direct people to EA Help where they then direct you to a forum with no answers and a bunch of similar complaints. It is very clear to me the level of disregard here. Companies that actually care do not treat customers this way.

      Sincerely,

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

    • Initial Complaint

      Date:07/15/2022

      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.
      this last month, this company has charged a large group of video gaming individuals for an unusable and unplayable product (f1 22), they are refusing refunds and promising to patch content in future....with no information or dates. they sell unfinished software.

      Business Response

      Date: 07/19/2022

      Thank you for raising your concerns with us.

       

      To assist with this issue we require you to contact our support team at help.ea.com where you can create a case using the following EA Help article - https://help.ea.com/en/help/faq/contact-ea-help/.

       

      Once you've setup your case, our advisors will be able to assist you with this issue and provide suitable troubleshooting.


      Kind regards,
      Electronic Arts
      EA Help

    • Initial Complaint

      Date:07/15/2022

      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.
      Over the last 15 years I have been an active subscriber to EA's content. I have recently been banned from using their services. I have reached out several times to get this lifted but have yet to be successful. Due to this ban I am unable to access the content I have purchased in the format I would like to use it in. Since July 5 2016, I have purchased $1261.82 worth of digital content now rendered useless. Not only that I have pushed and helped sell content to other individuals. I am seeking one of two options. unban the account or refund the total listed before you. If neither option is provided I will seek additional means to collect the debt back.

      Business Response

      Date: 07/19/2022

      We've reviewed the account and the action was taken due to a violation of our Terms of Service. We are unable to assist through this channel and 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 the team, please visit our article on EA Help: Information About Banned or Suspended Accounts - https://help.ea.com/in/help/account/information-about-locked-or-banned-or-suspended-accounts/

    • Initial Complaint

      Date:07/12/2022

      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.
      I am a long-time customer of **********************. I *********************** an ********************** account likely 15 years ago and it was linked to my Xbox Gamertag. During a personal break from gaming, my EA account was dormant and eventually deleted by EA. However, this deleted account is still linked to my Xbox Gamertag.EA Support says I can only re-activate the account with a Password Reset via email. However, the email address I used to register my EA account 15 years ago is from an old address I no longer have access to.In all, this means my Xbox Gamertag is permanently associated with an EA account I cannot access. Since EA requires players to be signed in to the EA account to play online, I cannot access any of the online content on any of EA's games and therefore can't justify purchasing any of the games.I am asking for EA to simply unlink this old EA account from my Xbox Gamertag. Then I can create and link a new EA account to my Gamertag and then purchase new EA games. I am not asking for access to whatever EA account is currently linked to my Xbox Gamertag. I only want the EA account that is currently linked to the Gamertag to be unlinked. I am happy to verify that I am the owner of the Gamertag.

      Business Response

      Date: 07/13/2022

      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: 07/13/2022

      Complaint: 17558958

      I have opened multiple cases at help.ea.com and have been advised by EA Support each time that it cannot do anything to help me because my EA account was deleted for inactivity. I have been advised by EA Support that because my account was deleted, EA Support cannot access the personal information associated with my old EA account because this information has also been deleted. This means that if EA Support attempts verify me by finding my personal information in their database, it will not be successful because EA deleted my personal information from their database.

      It is possible that the email address associated with the old EA account is ************************* However, this might be a secondary EA account that is not the one currently linked to my Xbox Gamertag. If such an EA account exists but is not linked to my Xbox Gamertag (see below for my Gamertag), this EA account is unrelated to the issue of this complaint.

      Therefore, to solve this issue requires a different course of action. I have read about other EA customers that have this same problem and EA has been able to resolve it by sending a verification code via Xbox message to the customer's Xbox Gamertag. In such a case, I can send the verification code back to EA to verify that I am the owner of the Xbox Gamertag. Then EA can simply unlink the EA account from the Gamertag.

      My Xbox Gamertag is "The NeuroToxin" (without the quotation marks). My email address associated with this BBB complaint is the same email address associated with my ********* Xbox account. I am happy to verify any other information necessary to get this issue resolved via BBB.

      Sincerely,

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

      Business Response

      Date: 07/19/2022

      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: 07/20/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and I find that this resolution is satisfactory to me. An EA Support agent was able to resolve the issue with my account.

      Sincerely,

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

    • Initial Complaint

      Date:07/12/2022

      Type:Customer Service 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.
      Upon trying to log into my Origin account after several years of inactivity, my credentials didn't work. I tried to reset my password after reading through the recovery instructions, but did not receive an email. I then contacted support via the EA chat offering. Once connected, I answered the support agent's questions and provided information. They repeatedly directed me to the same support page even after I told them I tried it and didn't receive an email. The support agent then informed me that my account had been deleted (despite having done nothing with it in several years), and that I would need to create a new account. I asked how my account had been deleted and whether I would have my games refunded, and after a wait, they referred me to the same recovery instructions page without explanation. For the third time, I attempted this same process and let them know I didn't receive an email. They then informed me that they had provided all the information they could and then promptly ended the chat before I could respond again.I'm a reasonable customer and I was *************************** forthcoming despite waiting for several minutes each time the agent responded. In total, I was on this chat for 45 minutes for nothingno explanation as to how my account had been deleted nor any further escalation steps towards resolution. Getting the chat equivalent of hung-up on was just the icing on the cake.If my account was hacked or deleted by accident, I'd like to know and to be reimbursed accordingly. If a customer support agent can't help, it's not acceptable to simply quit on a customer rather than escalate--especially if the answer to the support query is that their purchases have been removed without any explanation or action on the customer's part.

      Business Response

      Date: 07/13/2022

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

      Customer Answer

      Date: 07/14/2022

      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,

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

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

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