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.

  5000 Commerce Crossing Dr. Louisville, KY 40229

• 

  Electronic Arts, Inc.

  200 4445 Calgary Trail Edmonton, AB T6H 5R7

• 

  Electronic Arts, Inc.

  590 W Central Ave #E Brea, CA 92821

• 

  Electronic Arts

  605 Crossroads Parkway Bolingbrook, IL 60440

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:09/28/2024

  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 September 24th i received an email from EA that my account was banned for violating their Terms of Service. They refused to elaborate why i was banned nor did they attempt to assist me with regaining full access of my account. I downloaded login data that EA provided me from EAs website. The login data shows both successful and failed attempts to login to my account beginning back on August 20th. The ** addresses and geographical locations are listed in this data, multiple locations in ***** and ****** are listed. I live in ******** for reference. Never once was i notified of these attempts and never once was i asked to change my password. I have raised a case internally with EA Help and they have declined it, once again with no explanation. I have done live chats and yet still nothing helped. I am at my wits end with trying to regain my account. I have hundreds of dollars worth of games locked behind this ban that i am unable to access. Please help. ******************** is the email associated with my EA account.

  Business Response

  Date: 10/08/2024

  Thank you for
  contacting. 
  Upon review, we request the customer contact us at help.ea.com
  and we’ll be happy to assist.
  Electronic Arts 
  EA Help

• Initial Complaint

  Date:09/28/2024

  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 support Team:Hello!My name is *** ***,I am a player of Apex ********** EA ID is ****************** email address bound to this EA account is "*********************************".My Apex Legends in my EA account was banned on September 24, 2024.I sent an email to the official EA team to appeal. Their response was that the account violated the user agreement.I sent emails to ********************** official three times, emphasizing that I had never used any cheating programs and that the violation in my account was caused by **************************** being hacked. But every time I got the same response: "We have conducted a comprehensive investigation of the account and confirmed that the measures we have taken are correct. Therefore, we will not remove the ban."Although I have repeatedly emphasized that my account was hacked and provided evidence of abnormal login records of the account,And the abnormal login records also happened exactly one day before the account was banned, which is sufficient to prove that the violation was due to the account being hacked, but I have not received relevant responses. Almost every response I got for my appeals was exactly the same. I have mentioned many times that my account was hacked, but they turned a blind eye to ***** a victim of illegal account hacking, I should not be subject to such unfair punishment. EA official has not seriously handled my case. I have already uploaded evidence of the illegal account intrusion to them, but my appeal was still rejected. Three identical responses are too perfunctory. This is not what a well - known company should ***** appeal is that EA official can remove the ban on my account. Because the violations of the account occurred when the account was illegally hacked. I have already uploaded the attachment of the abnormal login records of the account to them. The violations were not committed by me. I feel extremely unjust and wronged about this. I hope the respected BBB team can give me help. I would be extremely grateful!

  Business Response

  Date: 10/08/2024

  Thank you for contacting
  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.
  Electronic Arts
  EA Help

• Initial Complaint

  Date:09/28/2024

  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.

  Dear Better Business Bureau,I am writing to file a complaint against Electronic Arts (EA), a well-known video game company, regarding an issue that has caused me significant frustration. I am hoping that the BBB can assist me in resolving this *********** is a brief overview of my situation:EA Account Information: ****************** Date of Suspension: 2024/2/14 Time spent on the game: over 1500h I have made multiple attempts to contact EA's customer service department to address this issue, but to no avail. I have provided all the information they requested and followed their instructions, yet my account remains suspended. This has greatly impacted my gaming experience, and I believe the handling of this matter is grossly unfair.I contacted EA's customer service several times, but they didn't really help me solve the problem, it was like they were perfunctory I kindly request the BBB's intervention in this matter and assistance in restoring my account or, at the very least, obtaining a reasonable explanation. I look forward to your response and hope to see a swift resolution to this problem.I love APEX as a game, I put a lot of effort and time into it, and I played it for over ***** hours I also enjoyed the joy it brought me, and without it, I might not have been able to live,because my family found out that I had some depression recently and went to see a psychiatrist.And the doctor said that I was mildly depressed and needed to control my emotions.I'm really anxious right now Thank you for your time and assistance.

  Business Response

  Date: 10/09/2024

  Hello,

  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.

  Kind regards,
  EA Help
  
  

  Customer Answer

  Date: 10/11/2024

   
  
  Complaint: 22352157
  
  
  
  I am rejecting this response because:
  
  Following my initial complaint to you about the status of my EA account, I have encountered a deadlock with EA's customer service, resulting in the denial of my appeal. I am reaching out once more to request your organization's intervention, as I believe my case has not been thoroughly or fairly evaluated by EA.
  
  The correspondence from EA has not resolved my concerns and has lacked substantive dialogue. Despite my compliance with EA's outlined procedures and the provision of all requested details, my appeal has not received the attention it deserves.
  
  Given this impasse, I am seeking your esteemed organization's assistance in the following areas:
  
  Comprehensive Assessment: I request that an impartial examination be conducted into EA's decision-making process regarding account sanctions to ensure that it is just and open.
  
  Enhanced Support Protocols: I am advocating for a higher caliber of customer service from EA, particularly when it comes to critical matters such as account restrictions.
  
  Transparent Dialogue: I am in need of clear and direct communication from EA, which includes explicit responses and reasons behind the decisions made concerning my appeal.
  
  Equitable Outcome: I am striving for a resolution that is not only fair but also rectifies the access to my account and acknowledges the inconvenience I have faced.
  
  I acknowledge EA's prerogative to maintain the integrity of its gaming community, yet I maintain that as a consumer, I am owed a baseline of fair play and the opportunity for a legitimate appeal. I am prepared to furnish any and all pertinent documentation and details to fortify my claim and establish the bona fide utilization of EA's services.
  
  I am hopeful that with BBB's continued support, we can work towards a mutually beneficial resolution that addresses my concerns and elevates EA's customer service standards.
  
  I appreciate your time and the work you do to mediate such disputes.
  
  Sincerely,
  
  
  
  Huang Linao

  Business Response

  Date: 10/15/2024

  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 has been provided directly to the account
  owner. We cannot discuss account statuses on this forum and require review
  through the previously mentioned channels.
  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: 10/16/2024

   
  
  Complaint: 22352157
  
  
  
  I am rejecting this response because:
  
  I am reaching out to formally file a complaint and seek assistance regarding the unsatisfactory customer service I have experienced with Electronic Arts (EA) concerning the sanction imposed on my APEX account.
  
  Despite following the established contact procedures provided by EA, my attempts to resolve the issue have been met with responses that I feel are dismissive and unhelpful. The customer service representatives have not provided the detailed information or the level of support I was expecting, which has left me feeling unheard and without a viable path to appeal the decision affecting my account.
  
  I have taken the following steps in an effort to resolve this matter:
  
  Contacted EA Customer Service multiple times, as directed by their support documentation.
  Requested a detailed explanation for the sanction on my account.
  Sought a clear and reasonable appeal process to contest the decision.
  However, my efforts have not resulted in a satisfactory resolution. The responses I have received were generic and did not address my specific concerns. It is disheartening to encounter such a lack of attention to a matter that significantly impacts my ability to enjoy the games and services I have invested in.
  
  Given these circumstances, I am requesting BBB's assistance in the following ways:
  
  Advocating for a thorough and unbiased review of my case.
  Facilitating a dialogue with EA that is focused on providing a substantive response to my concerns.
  Ensuring that EA adheres to best practices in customer service and dispute resolution.
  I am prepared to provide any additional information or documentation that may be required to support my complaint and demonstrate my good standing as a customer. I believe that with BBB's involvement, we can work towards a resolution that is fair, transparent, and in the best interest of all parties involved.
  
  
  
  Sincerely,
  
  
  
  Huang Linao

• Initial Complaint

  Date:09/27/2024

  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.

  One day I woke up after a long work day, turned on my playstation 5, loaded up the game "Wild Heart", and I was shown a ban message.I was wrongfully banned and after digging into my user data, it saids the ********************** was "BANNED_ACCOUNT_TAKEOVER"This is costing me money, because I pay a subscription fee to playstation now to play these games, yet I am unable to play while STILL BEING CHARGED!Little info about myself:1) I play casual through my playstation 5 which I am the only account and player 2) I do not chat or text within the game 3) I never purchased the game, I only play via my activate playstation now subscription which I pay a yearly subscription fee for.4) The last known game I played was "Wild Heart"5) I haven't been playing the game in the past few days due to work.

  Business Response

  Date: 10/08/2024

  Thank you for
  contacting. 
  Upon review, we request the customer contact us at help.ea.com
  and we’ll be happy to assist.
  Electronic Arts 
  EA Help

• Initial Complaint

  Date:09/27/2024

  Type:Order 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.

  Paid $90 to be given early access for game you are unable to play/ massive queue wait time/repeated server issues. Product is not finished and offers false advertising for an experience you are unable to even access

  Business Response

  Date: 10/08/2024

  Thank you for
  contacting. 
  Upon review, we request the customer contact us at help.ea.com
  and we’ll be happy to assist.
  Electronic Arts 
  EA Help

• Initial Complaint

  Date:09/27/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was coin wiped for coin distribution. This is 100% false. I spent have spent over 3000 dollars buying their virtual currency **** points to obtain all my in game coins 100% legit. They coin wiped me for false reasons and took every coin that I spent real money to earn. This is not a small amount of money. They basically defrauded me of 3000 dollars and removed all in game currency I earned from spending real money. My EA account has all the transactions and I provided you guys a screenshot of a couple of my purchases. It totals up to 3k. I want my coins back.

  Business Response

  Date: 10/08/2024

  Thank you for contacting
  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.
  Electronic Arts
  EA Help

  Customer Answer

  Date: 10/08/2024

   
  
  Complaint: 22347358
  
  
  
  I am rejecting this response because:

   

  I have paid over 5k dollars in this game. Give me my coins back.
  
  
  
  Sincerely,
  
  
  
  Tarik Esmerovic

  Business Response

  Date: 10/11/2024

  Thank you for contacting
  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.
  Electronic Arts
  EA Help

• Initial Complaint

  Date:09/26/2024

  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,I am writing to express my dissatisfaction and disappointment with EA's handling of my account ban in Apex Legends. My account, associated with the email ****************** was inexplicably banned without any clear reason. I had previously noticed some suspicious activity, indicating that my account might have been hacked. At the time, I felt a bit uneasy, but it was only after the ban that I realized my account may have been compromised and used for cheating.This account has been with me through countless joyful moments, and I have invested a significant amount of time and passion into Apex Legends. I remember recharging multiple times to obtain my favorite skins and battle passes, spending over 500 yuan in total. Every time I logged in, I was able to team up with friends and enjoy the thrill of cooperation and competition. This account is not just a virtual identity; it carries the memories I have shared with friends. I have a deep emotional attachment to it, as it has witnessed my growth and progress in the game.However, this sudden ban has left me feeling extremely confused and helpless. Until my last login, everything was functioning normally, but after that login, my account was banned without any warning. This has not only affected my gaming experience but also disrupted my daily life. As a passionate player of EA and Apex Legends, my life has been filled with excitement and anticipation for the game, but this incident has left me feeling deeply frustrated.I have reached out to EA three times, but each time I received only automated replies that dismissed my appeals. This response makes me feel like my voice has been ignored. As a loyal consumer, I hope EA will take every account ban case seriously. I kindly ask for your assistance in resolving this matter, as I believe EA's refusal to address my situation is unjust, and I wish to restore my beloved account.

  Business Response

  Date: 10/07/2024

  Hello,

  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.

  Kind regards,
  EA Help
  
  

• Initial Complaint

  Date:09/26/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have reach out the Electronic Arts help site and it always redirect me to a forum of players to resolve problems. Each time I spoken with a player for a resolution for error code found in my game the solution does not work. Additionally, this company has it set-up where you go to articles and if they deem the topic worthy to resolve or within their employees ability to address they will provide a link to open a case. Well, I have received the error code after a game update and it crash my game. A game I paid for and there is no solution to fix or company representative to speak with. I am seeking assisting for your organization to reach a resolution; get my game to launch. So, I can get back to playing my game.

  Business Response

  Date: 10/07/2024

  Hello,

  Upon review, we request the customer contact us at help.ea.com and we’ll be happy to assist.

  Thank you for contacting us
  

  Electronic Arts
  EA Help.

• Initial Complaint

  Date:09/26/2024

  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.

  Dear BBB customer service, I would like to give you feedback on the blocking of my EA account. At the same time, I also need you to help me explain to the EA team that my account has been logged in by hackers recently. Please help me ask the team to check the obvious remote login and play ************** account has not been logged in since September 12, and this is my last login IP {"Event_Type": "loginLog","IP_Geolocation": "Yantai-CN",IP: "**************","Timestamp": "2024-09-12T01:18:08.336Z","Event_Status": "SUCCEEDED"},Then my account does not know why there are other cities and we are not in the same province, very far away from the city to log in my account, I do not know what happened, I just did not log in the account for a period of time, {"Event_Type": "loginLog","IP_Geolocation": "Guangzhou-CN",IP: "***************","Timestamp": "2024-09-23T12:00:58.649Z","Event_Status": "FAILED"He logged in from the 23rd to the 25th, and then my account was blocked, I can assure you that this is not my login behavior, and it is not my operation behavior. Please help me check these abnormal IP addresses, or check whether there is a problem with the machine code on my account. Thank you for your patience. My account has been playing for more than 600 hours, and I have recharged nearly $1,000. I probably know that my account has been selected as the object of theft by hackers due to its high ******** the same time, please help me explain to EA that due to the problem of the email domain name of my account, I cannot establish a case on EAhelp, nor can I send any case to their team. Please understand that I contact them through this channel, and I also want to contact them at EA to check the ban, but I really cannot establish a case on my account, I have tried many times. There is no case number or wait time.

  Business Response

  Date: 10/07/2024

  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: https://help.ea.com/en-us/help/account/information-about-banned-or-suspended-accounts
  

  Kind Regards,

  EA Help

• Initial Complaint

  Date:09/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have played Apex Legends for a few years and have spent roughly $1200.00 on in game purchases. On 6/12/2024, my account was permanently banned. Upon contacting Electronica Arts (EA) and asking for proof of the alleged reason for banned, they were unable to provide me with proof.

  Business Response

  Date: 10/07/2024

  Hello,

  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.

  Kind regards,

  EA Help