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

• 

  PopCap

  800 5th Ave Seattle, WA 98104

• 

  Electronic Arts Canada

  4330 Sanderson Way Burnaby, BC V5G 4X1

• 

  Electronic Arts, Inc.

  5000 Commerce Crossing Dr. Louisville, KY 40229

• 

  Electronic Arts Inc.

  9001 N I-35 Suite 110 Austin, TX 78753

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:06/04/2025

  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.

  Subject: Formal Complaint Regarding Wrongful Account Suspension by ********************** To Whom It May Concern, My name is acc, and I am writing to formally file a complaint against Electronic Arts (EA) for the wrongful suspension of my account (dadsspa, Account ID:******************. I believe this action was taken in error, and I respectfully request a thorough review of my case. I have been a loyal customer of ********************** for ******************************************************** adhered to the companys Terms of Service and Fair Play rules. However, on may 1, I received a notification stating that my account had been suspended or banned for alleged violations. Despite my attempts to appeal through EAs official channels, I have not received a satisfactory explanation or resolution. I assure you that I have not engaged in any prohibited activities, such as cheating, hacking, or inappropriate behavior. The suspension has caused me significant distress, as I have invested considerable time and money into my account, including purchased games, in-game content, and progress. Therefore, I kindly request the following: 1. A detailed explanation of the specific violation leading to my account suspension. 2. A fair and prompt review of my account by *********************** support team. 3. The immediate reinstatement of my account if no legitimate violations are found. I trust that the BBB can help mediate this matter and encourage EA to reevaluate their decision. I appreciate your time and assistance in resolving this issue and hope for a positive outcome. Please feel free to contact me at ****************** for further details. Thank you for your attention to this matter. Sincerely, acc******************

  Business Response

  Date: 06/04/2025

  Thank you for getting back in touch with us with your concerns. 
  
  We reviewed the account and the activity which triggered the sanction in which violated the rules as stated by Terms of Service. 
  
  What rules that the game follows is the following:
  *******************************************************************************************************
  
  The Terms of Service team has already reached their final review and upon their conclusion, it was shared with the owner, the player on the account.  The player is invited to reach out to the team again to dispute the sanction with new information that would assist with the investigation when contacting the EA Terms of Service team. 
  
  Thank you,  
  Electronic Arts 
  EA Help

• Initial Complaint

  Date:06/04/2025

  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 an APEX player, and I would like to report the behavior of Electronic Arts (EA) for arbitrary account banning, which has seriously damaged the interests of players.First of all, EA has banned many players without sufficient evidence. Many players are suddenly banned from their accounts during normal gaming and are unable to continue playing. These players invest a lot of time and money in the game, and they follow the rules of the game, but they are treated so unfairly. For example, some players have their accounts suddenly blocked after purchasing in-game virtual currency, advanced equipment, or paid game content, which means that they lose the right to use these paid content, which directly causes financial losses.Secondly, there are many problems with EA's ban appeal process. Banned players often do not receive a reasonable response when they appeal. They provided all sorts of evidence to prove their innocence, but EA either delayed processing the complaint or dismissed it outright without giving a convincing reason. As a result, players have nowhere to complain, and can only watch their accounts be banned, and their previous investment is wasted.This kind of indiscriminate account ban not only violates business ethics, but also violates the relevant principles of consumer rights protection. As gamers, we have legal rights and interests in the game, including the right to use the content we paid for and the right to play the game normally in accordance with the rules. This behavior of EA has seriously damaged the fairness of the game and the game experience of players, and also made many players lose trust in EA.I hope that the relevant authorities will pay attention to this issue, investigate EA, and ask EA to improve the ban review mechanism, ensure that the ban is based on solid evidence, and establish a fair, transparent and efficient grievance handling system to protect the interests of the majority of players.

  Business Response

  Date: 06/04/2025

  Thanks for the message.
  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.
  EA Help
  Electronic Arts

• 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.

  Follow-Up on My Complaint Against EA Regarding Account Ban ***************************************** Representative,I acknowledge that EA has provided a single chat message as evidence (shut u fxxk up) for the harassment charge. However, I would like to emphasize that this message was the result of an ongoing verbal abuse situation that occurred during the same match.Throughout the game, another teammate repeatedly verbally abused one of our team members (?) through voice chat, affecting his performance and creating a hostile environment. That teammate was playing very well despite the abuse and tried his best to save us. I could not tolerate the constant harassment from the abusive player any longer, so I typed that message in frustration.After the match, ? and I actually became friends and played multiple games together. He also confirmed that the abusive teammates language was extremely disruptive and made the game very stressful for us both.EA has only shared the single message I typed in response to that situation. They have not provided any context from the entire match (e.g., voice chat logs, overall behavior, the constant harassment from the other player). I believe that this context is essential for a fair review of the ban.I respectfully request that EA provide a more complete investigation that includes the full match recording or chat/voice logs so that the harassment can be properly evaluated. I believe that I was a victim of repeated verbal abuse and that my reaction was a one-time response in frustrationnot a consistent pattern of harassment.Thank you again for your help in ensuring a fair resolution to this *********** regards,Radiant C EA ID: ******* Email: *******************

  Customer Answer

  Date: 06/04/2025

  Dear BBB,
  As requested, I am submitting a copy of my photo ID for verification. Please find attached my BRP card as well as a screenshot of my UK eVisa showing my name, date of birth, and photo. I hope this is sufficient to verify my identity.
  Thank you for your assistance.
  Sincerely,
  Radiant C
  EA ID: *******
  Email: *******************

  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. We regret that we cannot assist through this channel nor can we overturn the violation. 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: 06/05/2025

  Dear BBB,

  Thank you for your continued assistance in my case. I am writing to provide additional context and important clarifications regarding my appeal of the EA account ban, related to Case #********.

  1. On the day of the incident, I contacted the teammate who was also targeted in the same match (in-game ID ? (xi)) via Steam chat afterward. He confirmed the situation in the match and also felt significant pressure from the other teammates verbal abuse. (I have uploaded relevant screenshots as evidence.)

  2. From these chat records, it is clear that both he and I were deeply troubled by the abusive behavior from that teammate, and it appears that EA did not properly investigate or take appropriate action against that player.

  3. I respectfully request that BBB ask EA to provide the full match voice and text chat logs for that game, instead of relying solely on a single text screenshot as evidence. As victims in that match, my teammate and I were subjected to repeated verbal abuse and pressure throughout the entire game. Especially after we used Chinese voice communication, the abusive language and pressure escalated further, which we both felt might have a racially discriminatory component.

  4. I only reacted after enduring constant harassment during the entire match, and my single text response was an attempt to defend myself. However, EA permanently banned me without considering the context or the pressure I faced. On Steam alone, I have over ***** hours of Apex Legends playtime, and I have never had any record of harassment or offensive behavior, which clearly shows that I am a respectful and committed player.

  5. According to EAs own policies, account violation handling usually includes an initial warning or temporary suspension, not an immediate permanent ban. Furthermore, EA previously acknowledged that my account had been mistakenly banned for a nickname issue and assured me that such an incident would not happen again. Yet in this new case, EA permanently banned my account without any warning, which I find extremely unfair. It also makes me question the integrity of EAs appeal and enforcement processes, as such arbitrary punishment completely disregards the rights of loyal players like me.

  I have always loved this game and respected its rules, and I sincerely hope for a fair and reasonable resolution.

  Thank you again for your patience and understanding.

  Sincerely,
  Radiant C(******* *****)
  EA ID: *******
  Email: *********************************************************************************************************************************************************************************************************************************************************************************************************************************************************
  Case ID: ********

  Business Response

  Date: 06/06/2025

  Hello,

  We truly understand and empathize the fan's situation. After carefully reviewing the account, we found that the action taken was due to a violation of our Terms of Service.

  Regrettably, we are unable to assist through this channel or reverse the decision. However, if the player has new information and would like to dispute the action, they are encouraged to contact the EA Terms of Service team directly.

  For assistance on how to reach them, please visit our EA Help article:
  *****************************************************************************************************

  Regards,
  EA Help.

   

  Customer Answer

  Date: 06/07/2025

   
  Complaint: 23416341
  
  I am rejecting this response because:
  
  Further Clarification Regarding the Appeal of My EA Account Ban
  ******************************************* Support Team,
  Hello! Thank you very much for your patience and assistance during my appeal process. I am writing once again regarding the ban imposed on my account to provide some important background information and clarifications, which I hope will help you review my case more thoroughly and objectively.
  A few days ago, I contacted another teammate from the match in question via Steam (game ID: ? (xi)), and he confirmed that he also experienced harassment and sustained pressure from that player during the match and felt the same way about the situation. I have attached relevant screenshots as evidence.
  From these chat logs, it is clear that throughout the entire match, my teammate and I were consistently subjected to abusive language and pressure from another player. This harassment escalated even further after we used Chinese voice chat, which made us both feel that there might be an element of racial discrimination involved. However, it seems that EA did not fully investigate the context of the entire match or take any action against that player. Instead, my account was permanently banned based solely on a single emotional response I posted in the all-chat (shut u f*** up).
  I only responded out of frustration after enduring repeated harassment and pressure alongside my teammate, yet EA issued a permanent ban without considering the pressure and emotional context I was under at that time. More importantly:
  ?? I have over ***** hours of Apex Legends gameplay on Steam and have never received any penalties for harassment or offensive language. This demonstrates that I have always respected the rules and have been a responsible, positive player.
  ?? According to EAs User Agreement (Section 8) and the official Content Moderation Guidelines, account violations are generally handled first with a warning or temporary suspension, rather than an immediate permanent ban. EAs website also clearly states that these behaviors will accumulate, and multiple violations may result in termination of your EA Account, which ********************* permanent bans should be applied only after repeated violations.
  ?? Additionally, my account was previously mistakenly banned due to a username issue. EA later acknowledged this error, overturned the ban, and promised in an email that this type of situation would not happen again. Yet now, without any warning or prior notice, I have once again received a permanent ban, which I feel is extremely unfair.
  I have always loved this game and have made every effort to follow the rules. I understand that my response at that time was not appropriate, but it was triggered by the long-standing harassment and pressure I endured during the match. I promise that I will never allow such behavior to happen again. I sincerely request that EA conduct a thorough review of my account, fully consider the circumstances outlined above, and provide me with a fair and reasonable resolution.
  Thank you again for your time and understanding.

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

• Initial Complaint

  Date:06/03/2025

  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.

  I am writing with extreme frustration regarding the permanent ban on my account. In the previous email, customer service refused to restore my account citing the use of cheating software. I insist that I did not cheat, and based on my experience of my account being hacked, I believe it may be that the thief used cheating to play the game. Anyway, I am unwilling to take responsibility for the cheating behavior of the account thief, so I object to the customer service's refusal to restore my account on the grounds of cheating. I have now completed the upgrade of my account security ************************ and am ready to restore my account. Your current refusal to restore my account constitutes gross negligence toward a loyal customer. I demand: ? ********************************** reinstatement ? Full investigation of the unauthorized access ? Attached are: ? Purchase receipts proving legitimate ownership

  Business Response

  Date: 06/04/2025

  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: 23411949
  
  I am rejecting this response because:

  In fact, I didn't receive any reply from EA, nor did they do anything to my account.

  What they did was to use automatic reply to perfunctory BBB's request, because his reply to all complaints was the same.

  I was very disappointed about this. It should not be a big company's attitude to solve problems.
  
  Sincerely,
  
  Sir *****

  Business Response

  Date: 06/10/2025

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

• Initial Complaint

  Date:06/03/2025

  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.

  I am upset with Electronic Arts concerning my Apex Legends account (username: ***************************. Despite being a dedicated player for years, since 2019, accumulating over a thousand hours and reaching beyond level 400, I recently found my account banned immediately after purchasing approximately $100 worth of in-game ********** issues seem to have began while attempting to recover my linked Xbox and PlayStation accounts through ********************** Support due to them being linked to a legacy EA email. EA's customer service promised a resolution or at least a follow-up within three days. Unfortunately, two weeks went by without any response. After reaching out again, I was once more promised a response. Another week has passed, and still nothing.The timing of the ban, occurring directly after my recent purchases and attempts at recovering my accounts, feels deeply wrong and questionable. Its concerning that EA would swiftly accept my money yet refuse to engage or provide adequate assistance with accessing my account and content, subsequently banning my account without explanation or recourse.I am asking for BBBs intervention with Electronic Arts. ***********************, I would like my account reinstated, given the considerable time and resources I've dedicated. Alternatively, if Electronic Arts refuses to reinstate my account, I believe it's only fair to receive a full refund for the recent transactions. This scenario has not only disrupted my gaming experience but has also shown a troubling lack of accountability and responsiveness from Electronic Arts.Recent order history:Apex Legends ***** (+150 Bonus) Apex Coins Order # ************* $19.99 2025-06-02 Apex Legends: Ultimate+ Battle Pass Split 1 Order # ************* $19.99 2025-06-02 Apex Legends ***** (+150 Bonus) Apex Coins Order # ************* $19.99 2025-06-01 Apex Legends ***** (+150 Bonus) Apex Coins Order # ************* $19.99 2025-05-31

  Business Response

  Date: 06/03/2025

  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: 06/03/2025

   

  Complaint: 23411187
  
  I am rejecting this response because it does not address the core of my complaint. EA continues to refer to a vague violation of Terms of Service throughout many of other complaints you see here, without specifying what the violation actually was. Terms of Service is broad and without context, this explanation is insufficient.

  Additionally, I initially contacted the BBB due to EAs lack of proper support. I have made multiple attempts to resolve some of my issues listed in my original complaint directly with EA, but Ive received no concrete answers or follow-through, despite being told I would get responses. Their support process has been inconsistent and extremely difficult to navigate, often leaving me without updates for weeks.

  Directing me back to the same support system, that initially failed me, through a canned response feels dismissive and unprofessional. It gives the impression that EA is more interested in deflecting accountability than resolving issues, possibly to avoid reputational harm by keeping this matter off a public record like the BBB. If EA was genuinely interested in resolving this, and many other complaints seen here, they would take this opportunity to do so instead of pushing me back into a system thats already failed to help.
  
  Lastly, this response also fails to address my request for either account reinstatement or a refund for recent purchases made prior to the ban. I am not looking for generic links or being sent back through a broken systemI am looking for a clear explanation and resolution. Saying I need to contact the Terms of Service team directly is misleadingthere is no way to actually speak to anyone, on this team, directly. All I can do is submit a request and wait indefinitely for a reply that may never come. This lack of accessibility and transparency is a core reason why I sought outside help.
  

  Sincerely,
  

  **** *******

  Business Response

  Date: 06/04/2025

  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. Were unable to discuss account details without verifying the account holder, as such 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, this option is only via email.
  
  The below links outlines rules and how certain reports are handled, the first link also has a redirect to our EA User Agreement and Positive Play Charter:
  
  *************************************************************************************
  
  **********************************************************************
  
  For more information on how to contact their team, please visit our article on EA Help: **********************************************************************************************************;
  
  As there is an active ban on the account, we are not in a position to reinstate the account. This would have to be done after a successful appeal of the sanction placed on the account.
  
  Regarding a request of a refund, due to reasons mentioned above, we cannot assist via this channel, we would ask the customer to review the below help article which outlines eligibility and how to request a refund:
  
  ******************************************************************************
  
  With reference to requesting any further or additional information on your account, we have supplied all we can via this means, for any further information and requests, please refer to the options outlined on our Privacy Portal:
  
  *******************************************************
  
  Thank you,  
  Electronic Arts 
  EA Help 

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23411187
  
  I am rejecting this response because:
  
  this still does not resolve the core issue, i don't have access to the product that i purchased or the account. i managed to get my apex legends ban overturned today, however, after i did that, you guys then banned my account for suspicious activity. i assume for me going through this process, is this a form of retaliation, because i involved a third party? i have attempted to recover it through live chat several times. i give them the requested information, even as far as my order numbers, credit card number, and product key. yet, you still tell me this isn't enough information. why is your support asking for my credit card number used for the purchases? how is this not enough information? i have given you guys more than enough information, personal information at that: my date of birth, my government name, my address. i have given this to several representatives, and still nothing. i don't feel safe that this information is continuously requested, for apparently no reason. please don't give me a generic copy and paste response. i am taking the time out of my day to write this, and you can do the same. even here, i have given you guys enough information for my account. you have my order numbers, you have my name. i can give anything. i just want a third party involved, because going through your channels does not provide a resolution. if someone sought legal advice in regard to this, would you ask the plaintiff to verify their identity before proceeding with the lawsuit?
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:06/02/2025

  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.

  As many EA game players, we write this letter of complaint with great frustration and anger. Recently, EA's anti-cheat system had a serious anomaly, resulting in a large number of innocent players' accounts being banned, which has caused great damage to many players. In the past period of time, many players in the normal EA's various games, without warning received the account was banned notice. These players did not break any rules during the game, nor did they use any cheating methods. They range from veterans who have spent a lot of time crafting their characters and worlds to newcomers who have just stepped into the world of EA games. However, the anti-cheating system indiscriminately blocked their accounts, making it impossible for them to continue to enjoy the game, and their previous investment of time, energy and possibly money was wasted.

  Business Response

  Date: 06/02/2025

  Hello,
  
  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 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: *****************************************************************************************************
  
  Thanks,
  EA Help

• Initial Complaint

  Date:06/02/2025

  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.

  Dear BBB customer service, hello I contact you in the hope of handling the issue of my EA account being ********* EA account was ********************** some time ago and was immediately banned. Currently, I have retrieved my account through **********************'s online customer service. However, regarding the bans that occurred during the ban period, EA stated that they would not lift the bans. After I invested so many accounts, they were stolen and then rejected at will. Here, I provide the case number of my retrieved account. And also the original words of the customer ************ #********* LarryPPiper Thank you for waiting. I have secured your EA account. It seems there's a ban placed on your EA account.I request the EA team to carefully check my account. **************************** is very important to me. I probably have six family heirlooms, and I have just purchased Split Fiction. I am an old player and a loyal fan of EA. Please check the suspicious activities and suspicious matches in the account It was probably after February 28th that I haven't logged in to my account again. However, there have always been others playing my account. But I have never been to any other country or this region, *****-CN. During the leakage period, I couldn't log in to my account. Maybe it was because I wanted to recharge some time ago. I found that both my steam and EA account passwords had been changed and I couldn't log in. I immediately realized that my account had been **********************. So I contacted the online customer **************************** retrieved my email by verifying the initial email address.Currently, I'm trying to find out who logged in to my account through IP checking, loginLog Wuhan-CN ************** I'm certain that the account's ban and leakage are related to this IP address. Please help me check. Meanwhile, there are many other IP addresses in the near future:*****-JP-102-0082 **************

  Business Response

  Date: 06/03/2025

  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: 06/09/2025

   
  

  Complaint: 23406396 
  

  
  

  I am rejecting this response because:It was probably after February 28th that I haven't logged in to my account again. However, during this period, there have always been others playing my account. My own IP address is here ********-**, but I have never been to other countries or this area Wuhan-CN. During the leakage period, I couldn't log in to my account at all. It was probably today that I thought the new Heirloom event would expire in a few days. I wanted to make a recharge, but I found that the passwords of my steam and EA accounts had been changed and I couldn't log in. I immediately realized that my account had been **********************. So I contacted the online customer **************************** retrieved my email by verifying the initial email address.
  Currently, I'm trying to find out who logged in to my account through IP checking, loginLog
  
  Wuhan-CN
  
  **************
  
  The 2025-04-01 T09: now. 359 z
  
  FAILED
  
  loginLog
  
  Wuhan-CN
  
  **************
  
  The 2025-04-01 T08:20:00. 145 z
  
  SUCCEEDED
  I'm certain that the account's ban and leakage are related to this IP. Please help me check it, team 
  

  
  

  Sincerely, 
  

  
  

  ******* Coe 

• Initial Complaint

  Date:06/01/2025

  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.

  The game Star Wars Galaxy of Heroes runs promotions. They recently ran an apple gift card promotion and failed to honor the deal. I have been logging tickets for weeks, which they typically close without resolving the issue. I just want the in-game rewards supplied as agreed upon per their promotion.

  Business Response

  Date: 06/02/2025

  Thank you for raising your concerns with us. 

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

  Thank you,  
  Electronic Arts 
  EA Help 

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23405304
  
  I am rejecting this response because: I have contacted you via your normal contact channel and no one has helped me.  In fact, I have opened 4 tickets, and all your people do is tell me to talk to apple or that they cant help.
  
  Sincerely,
  
  ***** Breault

  Business Response

  Date: 06/04/2025

  Thank you for raising your concerns with us. 

  The customer has been in touch with our support and the issue has been properly addressed. We welcome them to reach us again at *************************** should any other issues arise.

  Thank you,  
  Electronic Arts 
  EA Help 

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23405304
  
  I am rejecting this response because:  I have been trying to go through your help desks for a month.  I have opened 5 total tickets, and have two open now.  Im getting nowhere.  This kind of service is abhorrent.
  
  Sincerely,
  
  ***** Breault

• Initial Complaint

  Date:06/01/2025

  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.

  Ive had the **** 4 game for over 10 close to 11 years at this point and have spent a ton of money on expansion packs over the years, especially while the **** 4 was on the origin app, before it was transitioned to the EA app. I logged in today on 6-1-25 to see that almost all of my expansion packs were gone and EA expects me to buy them all again not knowing ive already purchased them. I also looked for a support number on their website and saw no way to contact them about the issue. Also since the game went through an app transition and i purchased some of them while still on origin my order history on the EA app doesnt even show all of the expansion packs that ive purchased over the years. The settlement i want is my expansion packs back.

  Business Response

  Date: 06/02/2025

  Thank you for raising your concerns with us. 

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

  Thank you,  

  Electronic Arts 
  EA Help 

• Initial Complaint

  Date:06/01/2025

  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.

  EA Electronics is the worse company ever due to poor communication and employees. My mom renewed her subscription and when she entered POGO game it locked her out. She did finally log in but all of her current points, gem, etc. were gone. It was a screen for new users. I conversed back and forth for the majority of the time. The agents could not understand anything I was saying Yes, I got very frustrated and asked if they knew proper English. I also told the agent I will report you and your company and BBB. I also mentioned my mom's attorney. I was frustrated yes but this has been an issue since Friday May 29th. I finally contacted EA this morning in regard to this matter. I was astonished the agents did not know anything I was conveying and referred me to a forum that could assist me. Why do I need to contact a forum because the CHAT is supposedly to assist. I was wrong with my frustration, and I will take responsibility, but it is the same with any company. You are connected to a foreign help desk and most of the time you cannot understand them. I cannot type that fast and have cataracts. The agent or company will end the chat if you do not respond or type quickly. The chat was ended twice because I did not respond. My 82-year-old mother has been a member for many years. She does not have access now because they are going to review this further. I did ask in frustration how long and the agent could not provide a time frame.

  Business Response

  Date: 06/03/2025

  Hello, 

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

  Regards
  EA Help

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23403979
  
  I am rejecting this response because:

  Is there anyone that will be able to comprehend my request?  I had two agents that did not. I will accept if this answered.

  POGO is fine but lost current points and  gems my mom accumulated. My question is: Where did they go? It seems that she paid for ??.  Pogo wants her to start all over again when she renews.

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

  Business Response

  Date: 06/04/2025

  Hello,

  We've reviewed the account and we regret that we cannot assist through this channel. we request the customer contact us at *************************** and well be happy to assist.

  Regards
  EA help

  Customer Answer

  Date: 06/04/2025

  Good morning,

   

  The EA website permits me to change password consistently but not able to login.  Is the account locked?

   

  Please advise. 

   

  Her recent game name is BarbaraKoozer.

   

  Thank you,

   

  ***** *****

  Business Response

  Date: 06/05/2025

  Hello,
  

  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.

  Regards
  EA Help

  Customer Answer

  Date: 06/05/2025

  Thank you for  your response.  I appreciate it your assistance trying to work with anyone to get this solved.  I still cannot website due to credential matters.

  
  

  Customer Answer

  Date: 06/05/2025

   

  Hello,  

  
  

  Forwarding screenshot of issue

  Business Response

  Date: 06/06/2025

  Hello,

  We've reviewed the account and we regret that we cannot assist through this channel. we request the customer contact us at *************************** and well be happy to assist.

  Regards
  EA Help

  Customer Answer

  Date: 06/08/2025

   
  Complaint: 23403979
  
  I am rejecting this response because I am told to contact EA Support but does it not require a password to reach the site? It will not accept any password I have used.  What kind of business are you running? My mom wants to spend another $42 or so to renew her yearly subscription but what will happen to the amount she already paid recently?  ?? 
  
  Sincerely,
  
  ***** *****