Business Profile

Wholesale Video Games

Electronic Arts, Inc.

Headquarters

This business is NOT BBB Accredited.

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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.
1,262 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:06/07/2025
Type:Customer Service Issues
Status:
UnansweredMore 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.
Dear Better Business Bureau,
I am writing to you with a heavy heart regarding the suspension of my EA account, which has been a significant part of my gaming experience for 588 hours. My dedication to the games I play is evident in the time I have invested, and I have also made a considerable financial investment in my gaming experience.
On May 23, 2024, my account was suspended, an action that has left me feeling disconnected from the games and the community I have been a part of. I have reached out to EA's customer service nine times to appeal this decision and seek a resolution, but my efforts have been met with no satisfactory response or resolution. My EA account is currently bound to the email address *****************.
I understand that EA has strict policies to maintain a fair gaming environment, but I assure you that I have never cheated or violated any rules. The suspension has not only affected my access to the games I love but also my connection with the gaming community. As a consumer, I feel I have been wronged and deserve a fair process to address the suspension of my account.
I am reaching out to you in the hope that the BBB can intervene and help me understand the reasons behind this suspension. I believe a fair review of my case is warranted, and I am hopeful that with your assistance, a just resolution can be achieved. Thank you for considering my request. I look forward to your guidance on how to proceed with this complaint.
Initial Complaint
Date:06/06/2025
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.
Many of EA's games attract a large number of players around the world. However, in recent years, the phenomenon of EA's indiscriminate ban has repeatedly caused controversy.From a player's point of view, many players put a lot of time and effort into EA's games. They craft their own characters, level up, and earn valuable in-game items. But suddenly encountering a ban, it was like a bolt from the blue for them. Some players are often banned for vague reasons, such as being suspected of using unfair means to gain an advantage in the game, but in reality they may have been misjudged because of some normal in-game operation. For example, in some competitive games, some superb game skills may be incorrectly judged by the system as cheating, and EA will directly ban the account without in-depth investigation and verification.For EA itself, the phenomenon of indiscriminate account bans has undoubtedly damaged its reputation among the player base. Player trust is the cornerstone of a gaming company's long-term development, and when that trust is broken, many gamers may choose to abandon EA's games in favor of other game makers. Not only will this lead to the loss of users, but it may also affect the word-of-mouth spread of EA games, and new players may be shy away from EA games because they hear about this kind of banning chaos.From the perspective of the entire game industry, EA's random account ban has also played a bad role as an example. It may make other game companies think that account banning is a management tool that can be used at will, ignoring the protection of players' rights. But in fact, the ban should be carried out on the premise of solid evidence and following a reasonable process, with the aim of maintaining the fairness of the game and a healthy gaming environment.
Business Response
Date: 06/06/2025
Thanks for the message.

In order to dispute an account sanction, the fan must follow the steps outlined at the following link: *************************************************************************************************** Once you submit your dispute, our Terms of Service team will review the sanction and respond with their findings.

It is important that the dispute case is not updated while being reviewed, as doing so may remove it from the queue and delay the review.

Thank you.
EA Help
Electronic Arts
Initial Complaint
Date:06/05/2025
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.
To Whom It May Concern,

I am filing this complaint against Electronic Arts Inc. (EA) due to an unfair and discriminatory account ban that resulted in the loss of over $3,000 in digital purchases.

I was banned from EA’s platform for using the ****** in reference to myself — not in a hateful or harassing context. As a Black user, I was speaking from a place of cultural identity and expression. EA’s enforcement systems did not account for this nuance. The decision was made automatically, without human moderation, and my appeals were denied without review.

Details:
• My account was permanently banned with no warning or progressive disciplinary action.
• I lost access to all purchased digital content totaling approximately $3,000.
• EA has refused to reinstate access or issue a refund.
• Appeals were made through official EA channels and summarily denied.
• No transparency, no case-by-case consideration, and no meaningful due process were provided.

This reflects a broader issue of discriminatory enforcement where Black users are punished for using culturally reappropriated language that, while controversial, is part of self-identification — not hate speech. EA’s automated system treats all use of this word the same, regardless of context or identity, and the financial consequence of that is unacceptable.

?

I am requesting:
1. Immediate reinstatement of my account and access to all digital purchases
OR
2. A full refund of all money spent — approximately $3,000

EA’s refusal to provide access or compensation constitutes an unfair and deceptive business practice. I ask that this case be investigated and that EA be held accountable for discriminatory enforcement and financial harm to consumers.
Business Response
Date: 06/06/2025
Thanks
for the message.
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 here. 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.

For
more information on how to contact their team, please visit our article on EA
Help: *************************************************************************************

Thank
you,
Electronic Arts
EA
Help
Customer Answer
Date: 06/07/2025

Complaint: ********

I am rejecting this response because:
the company is not genuinely investigating the matter, nor are they taking appropriate steps to resolve my complaint. Their response fails to address the core issues I raised, and I do not consider the matter closed.

Sincerely,

Joseph A*****
Business Response
Date: 06/10/2025
Thank
you for getting back in touch with us with your concerns.

We
reviewed the account and the activity that triggered the sanction in which
violated the rules as stated by the Terms of Service including an investigation
regarding the actions mentioned. We
regret that we cannot assist through this channel nor can we overturn the
violation here. 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.

For
more information on how to contact their team, please visit our article on EA
Help: *************************************************************************************

What
rules that the game follows is the following:
***************************************************************************************

Thank
you,
Electronic
Arts
EA
Help
Initial Complaint
Date:06/05/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ever since EA Play switched to dual authentication I haven't been able to log in to my account and *********************** today Thursday, June 5 2025 I purchased a ****** dollar membership to EA Play for PC and a pond signing up it asks you for your email address or phone number. After inputting the email address in you're asked for your password and just when I think I'm about to get in it asks for dual authentication. After numerous attempts I saw it, an extra letter in my password after the password had been cleared in order to continue. The website sends you in circles trying to speak with someone and in order to speak with some you have to log in and you can't log in without dual authentication.
Business Response
Date: 06/06/2025
Thanks for the message,

Upon review, we request the customer contact us at *************************** via live support and well be happy to assist with the recovery of the account.

Thank you.
EA Help
Electronic Arts
Customer Answer
Date: 06/12/2025

Complaint: 23432368

I am rejecting this response because: I've tried to resolve it on their website but I couldn't because I can't login to do so. The very first step is to login and by me not being able to do so I can't get help thru their online chat. I only want a refund now.

Sincerely,

Vonadrian *****
Business Response
Date: 06/13/2025
Thanks for the message,

The EA Account isn't needed to login, you can use your Xbox or any other platform account linked to that EA Account to sign in instead using it's own verification. 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 with the any account access issues.

Thank you.
EA Help
Electronic Arts
Customer Answer
Date: 06/17/2025

Complaint: 23432368

I am rejecting this response because: I can log in but when trying to change security features I'm asked to verify who I am which takes me to EA's website for the 2FA. If EA was truly sincere and wanted to help they'd handle the matter without hesitation.

Sincerely,

Vonadrian *****
Initial Complaint
Date:06/05/2025
Type:Delivery Issues
Status:
UnansweredMore 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 triple charged for two purchases I have made. #************* and #*************. I was told that they couldn't see a triple charge on their end, but my balance statements show I have been triple charged. As you can see in file, monthly statement on page 6, I have even provided a screenshot of my overall purchases with all that should equal up to the sum of $194.70. However, in the document I provided, my bank statements say my overall charges are $356.90.

#************* is my first purchase, occurred on May 20th of 2025 for $54.09. I then had a triple charge for it on May 22 of 2025 for $108.18.

#************* is my second purchase, occurred on May 21st of 2025 for $81.03. This $81.03 is a triple charge of $27.01.

But I'm here to focus on order #*************. Like I said the order occurred on May 21st of 2025 on my statements, 20th on the order history. Yet the $108.18 I have disputed with my bank occurred on May 22nd. They correlated my dispute of the $108.18 with my first order, but not with my fourth order. My fourth order is order #************* and occurred on May 22nd on my order history and monthly statement. On my monthly statement, on page 6, you'll see $97.38. This is a combined payment of $54.09 and $43.29, correlating with order #************* and #*************.

I have shared this information with this company multiple times, bank statements and they have access to my account order history and can see all of my purchase with their company. I have provided a transcript their website, EA Help, with *** ****** ******, an EA help desk representative. I have submitted three appeals for my suspended purchase of $54.09, order #*************. 2/3 of the appeals have been denied. My third one is under review currently and I fear I will just get the same result.

I have not requested anything other than to just having my money be sent back for the triple charges.
Initial Complaint
Date:06/05/2025
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.
On April 23, an EA employee made a forum post stating that a promotion for the game will run between April 22 to May 27. I purchased a $25 gift card on May 22 and redeemed as instructed on the forum post. I am happy to supply proof of purchase and redemption if needed. I have not received the promotional items yet.I contacted both Apple and Target and they informed me that the promotion ended on May 20th, and not the 27th as stated by EA, and as such there is nothing ***** nor Target can do and that it is an EA issue.I have tried numerous times to contact EA about this issue and each time they close the ticket stating they can't do anything or sometimes they just close it and say the matter has been resolved. They have stolen money from numerous people from this false promotion, and if you view the official game forums they are ignoring everyone.
Business Response
Date: 06/06/2025
Hello,
Upon review, we request the customer contact us at *************************** and well be happy to assist.
Electronic Arts
EA Help

Customer Answer
Date: 06/06/2025

Complaint: 23430456

I am rejecting this response because:
I have reached out to EA Help numerous times already and each time I am told the same thing, that it is not an EA issue and to contact Apple.
I will once again submit another ticket in an effort of good faith but this response does not suffice. I would prefer to have a call with someone from support that will help solve this issue live, as each time I submit a ticket the issue takes at least a day if not longer for a response.

Sincerely,

****** ********
Business Response
Date: 06/11/2025
Hello,

Upon review, we request the customer contact us at *************************** and well be happy to assist.

Electronic Arts
Initial Complaint
Date:06/05/2025
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.
My EA account was banned for absolutely no reason. I have not used an EA game in well over a year. I do not even know the last EA game I played. I went to sign in to purchase a game and then noticed my account was banned. I filed a report with EA and they have an automated response that provided absolutely NO information on what the ban was for. I suspect someone might have stolen my account. Since they do not have any way of replying to them it ends up being a waste of time trying to get a hold of an actual person. In this day of age and all the money spend on video games you would think these companies would be more responsive to their customers. If I was banned, I would like to know why and I would like to know the exact dates and so forth. I believe this is more than a reasonable request. A reply with "You violated our terms" is not only vague but very unprofessional.
Business Response
Date: 06/05/2025
Thank you for raising your concerns with us.
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: *****************************************************************************************************
Thank you,
Electronic Arts
EA Help
Customer Answer
Date: 06/05/2025

Complaint: 23427804

I am rejecting this response because:

This once again is a NON ANSWER. I would like to know specifics here. Why can't you folks just provide this information?

Sincerely,

******* ******
Business Response
Date: 06/05/2025
Thank you for raising your concerns with us.
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.
Thank you,
Electronic Arts
EA Help
Customer Answer
Date: 06/05/2025

Complaint: 23427804

I am rejecting this response because:

WRONG. You have not provided ANY INFORMATION AT ALL. I have specifically provided information indicating that I HAVE NOT USED MY EA ACCOUNT FOR A LONG LONG TIME. So either someone has HACKED my account or you are *********************** incorrect. You have yet to provide a single shred of evidence to support your decision nor have you provided ANY specifics on what was violated specifically what within the **************** citing specific passages.
A blanket "You have violated our terms of service" is a NON answer. I could say something like, you have been driving and got a ticket. Ok, FOR WHAT? I also included all communication in this complaint and attached the emails I recieved which clearly show no evidence or specifics on the violation. You guys clearly just copy and paste answers without any specifics. Terrible customer service.

Sincerely,

******* ******
Initial Complaint
Date:06/04/2025
Type:Service or Repair Issues
Status:
UnansweredMore 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 trying to get help from someone at EA for almost a week now. I got a new xbox series X and tried to connect my account to my ********************** account but it says there was already one linked (which there hasnt been) if there was, it was many years ago and I no longer have the information to it. My experience with playing PC games is full of hackers so I am going back to console only. I need them to remove the lifetime link that is on my EA account so I connect my new xbox account. I do not want to restart all of my progress on Apex Legends because I have played the game for 4 years and spent $2,000+ on this account. My account email is **************************** and my EA ID is pintsizedslasher. Please fix this!
Initial Complaint
Date:06/04/2025
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.
On the evening of 06-02-2025 I received a notice on my PS5 stating I am guilty of breaking EA's TOS via coin buying or selling (?) while playing Madden 25, and that I am now banned from using their marketplace. They also stole over 2 million coins from my account. I am absolutely sure I am not guilty of what they state. I am now unable to fully enjoy the product i paid for - which started a new season today.I have spent THOUSANDS of my own hard earned money since starting my EA account many ********************* ago. The ONLY thing I have been guilty of is becoming bored with Madden 25 and creating a new team every now and then. This is something I have ALWAYS done with their **** and Madden Games. I don't even play online because I don't want to play versus cheaters. EA has absolutely NO proof - gathered by a HUMAN BEING, as opposed to a bot or AI - of my breaking or violating ANYTHING because I am NOT guilty of breaking their TOS or of cheating in ANY way whatsoever. I have absolutely NO doubt I am but one of a vast amount of complaints against their manipulative and unfair practices, which have become abusive, unfair, and autocratic.I am also seeking ALL evidence against gathered against me, which is admissible in a Court of Law.
Business Response
Date: 06/05/2025
Hello,
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.
Regards,
EA Help.
Customer Answer
Date: 06/05/2025

Complaint: 23420127

I am rejecting this response because:
They ask for proof of my innocence instead of supplying evidence of my guilt - which I assure you does NOT exist. I have NEVER done anything unethical, illegal, or against the EA rules while playing Madden 25. To continue to engage with them directly would add me to their trail of dead ends and no resolution. I wish to continue with the BBB as a mediator. Im seeking a refund and am agreeing to delete my EA account afterwards. I want to make sure the resolution leads to them not being able to do this to anyone else. They have made a major mistake in this situation.
Sincerely,

******** ******
Business Response
Date: 06/06/2025
Hello,

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.
For more information on how to contact their team, please visit our article on EA Help: **********************************************************************************************************;

Regards,

EA Help.
Customer Answer
Date: 06/06/2025

Complaint: 23420127

I am rejecting this response because:
Their solution is to send me on a circular path, or on off ramps to dead ends. They have yet to present any evidence of guilt - gathered by a Human Being - to the BBB or myself. I assure you this evidence does NOT exist.
As evident on even their own forums regarding this issue, the EA staff and/or their Terms of Service Team have YET to admit any mistakes, errors, or bugs in this process they use which results in coins being taken from some truly innocent players and banning them from the marketplace.
Sincerely,

******** ******
Initial Complaint
Date:06/04/2025
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.
My EA account was banned and my access to online games on my account and all accounts linked can no longer play online.The majority of my games I own from EA are all online play. I contacted support when I was not able to log into my account. They said the reason why was for hateful conduct.After several weeks of pressing them on exactly what the content was it was deemed to be "JohnVoightsCar:[All] I love killing Russians"Contextually it was in reference to killing the russian team and their in game chatter. Not killing Russian people.I explained this to support several times and tried several times to get it escalated but each time I just get an automated response that it was looked into and the ban will stay.
Business Response
Date: 06/05/2025
Hello,
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.
Electronic Arts
EA Help
Customer Answer
Date: 06/05/2025

Complaint: 23419909

I am rejecting this response because:
I have already contacted the other internal team and they continue to give me the same automated message that they will not be unbanning my account.
I feel that I am getting nowhere with the company and no human is looking into this.
I am locked out f online features on all of my games that I spent thousands of dollars on. Some games and DLC which are online only and now made useless.
Sincerely,

******* ******
Business Response
Date: 06/06/2025
Hello,
We've reached out to the player and the issue has been addressed. We welcome them to contact us at *************************** for any future issues and we will be happy to assist.
Electronic Arts
EA Help

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