Independent profile — not affiliated with Electronic Arts

Electronic Arts

Electronic Arts Inc. (EA) is a Redwood City, California video game publisher whose franchises include EA SPORTS FC, Madden NFL, Battlefield, The Sims and Apex Legends; EA's August 4, 2026 press release says its acquisition by PIF, Silver Lake and Affinity Partners has closed and its stock ceased trading. This page quotes EA's own refund policy (formerly the Great Game Guarantee), EA Play cancellation steps, ban-appeal, hacked-account and privacy-request channels, and the court records for two 2020 Ultimate Team class actions (one sent to arbitration, one voluntarily dismissed). BBB lists a BBB Rating of A- with 4,890 complaints in three years and 1.1 out of 5 from 207 reviews, Trustpilot shows 1.1 from 6,556 reviews on an unclaimed profile, and this site has 130 archive posts about EA dated 2003-2014.

COMPLAINTS130
VERIFIED PHONE(650) 628-1500
LAST CHECKED2026-09-30
Write a Review Jump to complaints ↓
CONSUMER ALLEGATION

Complaints & Reviews on USAComplaints

USAComplaints currently maintains 130 historical complaints about Electronic Arts, published between 2003 and 2014. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources below.

EXTERNAL SOURCE

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

BBB: 207 reviews, 4890 complaints
Trustpilot: 6556 reviews,
VERIFIED

Contacts & Login

VERIFIED

Locations

TypeAddress
Headquarters209 Redwood Shores Parkway Redwood City CA 94065
EDITORIAL

Need an EA refund, an account appeal or a cancellation? What EA's own pages say

Electronic Arts Inc. (EA) runs its own help site at help.ea.com, which is the player-support channel EA's Terms of Sale point to ("contacting Customer Support at help.ea.com"). When we opened EA Help's home page on 2026-09-30 it displayed the banner "There are high wait times for EA Advisors right now," with a pointer to self-service tools and EA Forums. The routes below are the ones EA's own articles describe.

Refunds for games bought on the EA app or EA.com. EA's article says: "Under the EA refund policy (formerly known as the Great Game Guarantee), you may return eligible full EA game downloads (PC or Mac) and participating third-party titles purchased on the EA app or EA.com for a full refund." A request can be made "within 24 hours after you first launch the game," "within 14 days from the day you bought it, if you haven't launched the game," or "any time before the release date if you pre-ordered the game." For a new EA game bought within 30 days of release that cannot be played "due to technical reasons within EA's control," the window is 72 hours after first launch instead of 24. Requests go through EA's Refund Tool (help.ea.com/en/help-tools/refund-tool/). The article's steps are: open the Refund Tool, log in to your EA Account, find and select your game, select the reason for the request, confirm the refund payment method, and select Confirm and submit. The alternative route it gives is to log in, open the Payment and Wallet tab, select Order history, expand the game's transaction with the plus symbol, and under Status select Request a refund, which leads to the same tool. EA says that after you submit, "the status of your refund will appear beside your game, and you'll receive a confirmation email with further information"; status can be checked under Order history in the Payment and Wallet tab, and the Refund Tool shows up to 30 days of refund history. If you contact EA for help, the article says EA "may need your Client_log file to verify your eligibility for the refund" and gives folder paths for PC (EA Desktop, Logs) and Mac (EA app, Logs). The same article says "You may also have a statutory right to a refund," and its Statutory rights section says that in certain countries consumer law includes a Right of Withdrawal for digital content and subscriptions within 14 days of purchase if the content has not been downloaded or the subscription accessed. EA's Terms of Sale, section 8, lists country-specific rights: for residents of the European Economic Area except Germany, the United Kingdom, Brazil, Japan and the Republic of Korea, "cancellation and refund within 14 days from date of purchase or EA Play membership" (lost if content is downloaded or an EA Play benefit is used within 14 days); for Taiwan, withdrawal "within 14 days after the date of download"; and for Australia, consumer-guarantee rights under the Australian Consumer Law; Germany and South Africa have their own paragraphs. Section 8 also says "Your statutory rights are not affected." The countries listed in section 8 do not include the United States.

What EA's refund article says is not covered. Bundles must be returned together; "Certain game editions that include virtual currency and/or content packs are excluded"; "Downloadable content (DLC) and in-game currencies aren't refundable if bought separately"; "You can only get a refund on the same game twice"; and some payment methods (for example carrier billing, PaySafeCard and other prepaid or voucher cards) are listed as non-refundable. EA also says it "can't process refunds" for purchases made on console storefronts (PlayStation, Xbox, Nintendo), Steam or Epic, mobile app stores, or retailers such as Target, Best Buy or Walmart; those go to the seller. EA's Terms of Sale (last updated April 24, 2026), section 8, adds: "there are no refunds for EA Content purchased from EA unless expressly authorized by EA," pointing to the refund policy. EA's User Agreement states that EA Virtual Currency "is non-refundable, and you are not entitled to a refund for any unused EA Virtual Currency."

Chargebacks. EA's article says: "If you believe you're entitled to a refund from EA and haven't received one, contact us before submitting a chargeback," and that a chargeback for a refund outside the policy may lead EA to "lock or restrict your EA Account" or "remove the content charged back" (two separate actions: an account lock or restriction, and removal of the specific content). EA adds: "In either case, we'll send you an email about our decision and what you can do about it."

EA Play. To cancel a PC membership joined through the EA app: sign in to the EA Account, open the Subscriptions and Memberships tab, select Cancel membership in the Your membership section, then confirm on the page that opens. EA says you keep access until the next billing date and can reverse the cancellation until then. EA Play Terms (last updated May 7, 2026) say "You may manage and cancel your subscription at any time in your account portal," and, for subscriptions bought through a platform, "After cancellation, you can continue to play until the end of the current subscription period"; EA's Terms of Sale, section 4, say "You may cancel your subscription at any time" and "You will be able to continue to access and use your subscription service until the end of the subscription period." Memberships bought through Steam, Epic, PlayStation or Xbox are cancelled with those companies. On refunds, EA Help's cancellation article says "EA Play memberships are not refundable" apart from exceptions such as an upgrade to EA Play Pro, while its refund article says PC memberships "are generally not refundable" and to contact EA if you think you are entitled to one; both are EA's wording.

Locked, suspended or banned account. EA says an enforcement notice may arrive by email from [email protected], "our official email account." To appeal, EA says to sign in to the Penalty History tool (help.ea.com/en/help-tools/penalty-history/), select the violation under Your violations with the Review button, and, if you have not yet appealed it, click Appeal and follow the on-screen steps; the decision comes by email from [email protected]. If you are a mobile player, cannot sign in, or do not see the violation listed, EA directs you to a webform instead (open the form, fill it in with as much detail as possible, select Submit, then select Email us). EA also says that forum penalties do not appear in the tool (check EA Forums), that some mobile titles are not connected to it, that some older games and services (it names Dark Age of Camelot and Even Balance for PunkBuster) have their own dispute process, and that a block by PlayStation or Xbox must be taken up with PlayStation Support or Xbox Support. EA warns that improperly using support buttons or filing false reports breaks its Positive Play Charter and User Agreement.

Hacked account. EA's guide says to clear the browser cache, reset the EA Account password, reset linked PlayStation, Xbox or Nintendo passwords, reset the password of the email address used on the account, and turn on two-factor authentication; if content is missing, use EA's missing-content recovery tips and then contact EA, with the caveat that "It's possible we won't be able to recover all your missing content." At the bottom of the article EA says "Get in touch with our customer support team for more help" and shows a Contact us button. If you cannot log in, EA lists what to have ready: the email address used on the EA Account, any usernames or console IDs, invoice numbers or product codes for purchased games, and, for a mobile game, the game's ID. For mobile accounts linked to Facebook, Google Play or Game Center, EA says "Never give your Facebook, Google Play, or Game Center username or password to anyone. We'll never ask for your password."

Privacy requests. EA's Privacy and Cookie Policy (last updated June 23, 2025) points to its My Privacy Rights portal (ea.com/legal/privacy-portal) for access, deletion and correction requests and says a decision can be appealed there.

If EA does not resolve it. Section 15 of EA's User Agreement (last updated May 14, 2026) says most concerns can be resolved through the customer support interface at help.ea.com, and otherwise requires informal resolution before arbitration: an individualized written Notice of Dispute mailed to "Electronic Arts Inc., 209 Redwood Shores Parkway, Redwood City CA 94065, ATTENTION: Legal Department," which must include (a) your name, telephone number, mailing address and the e-mail address associated with your EA Account (or EA username), (b) a description of the nature and basis of the dispute, including the game(s) at issue, (c) the amount sought, and (d) your personal signature. The agreement says the parties "must participate in informal negotiations for at least 60 days" after the notice is received unless they agree to an extension, and that no arbitration demand may be filed before then. Unresolved disputes then go to binding individual arbitration administered by the American Arbitration Association under its Consumer Arbitration Rules, with a class action waiver (see the litigation section). Section 15 lists disputes it does not cover, including claims "brought in small claims court" and claims about trade secret, copyright, trademark or patent rights. We searched the text of the User Agreement page for an arbitration opt-out and found none on 2026-09-30; the section as published offers no opt-out mechanism. The FTC's ReportFraud.ftc.gov site describes itself as a place for "reporting fraud, scams, and bad business practices," and BBB accepts complaints about EA (see the complaint record below). Keep order numbers, screenshots and dates of each contact.

EDITORIAL

Company background: who EA is and who owns it now

Electronic Arts Inc. is a Delaware corporation with principal offices at 209 Redwood Shores Parkway, Redwood City, California 94065. Its Form 10-K says it was "incorporated originally in California in 1982" and "reincorporated under the laws of Delaware" in September 1991. Its franchises named in EA's August 2026 press release include EA SPORTS FC, Battlefield, Apex Legends, The Sims, Madden NFL, College Football, Need for Speed, Dragon Age, Titanfall, Plants vs. Zombies and EA SPORTS F1; EA says it posted GAAP net revenue of approximately $7.5 billion in fiscal year 2026.

Which EA entity you contract with. EA's User Agreement (last updated May 14, 2026) says: "If you live in the United States, Canada or Japan, this agreement is between you and Electronic Arts Inc. If you live in any other country, this agreement is between you and EA Swiss Sàrl." EA's Terms of Sale identify the same two entities for purchases.

Ownership. EA's press release of August 4, 2026 says its acquisition by PIF, Silver Lake and Affinity Partners "has successfully closed," that the agreement had been announced on September 29, 2025 and approved by stockholders on December 22, 2025, that stockholders receive $210 in cash per share, and that EA's common stock "has ceased trading and will be delisted from NASDAQ." EA's Form 8-K filed the same day states that Oak-Eagle MergerCo, Inc. merged into EA "with the Company surviving the Merger as a wholly owned subsidiary of" Oak-Eagle AcquireCo, Inc., an entity formed by the investor consortium, and puts the total consideration at approximately $55 billion. EA filed a Form 15 with the SEC on August 14, 2026, titled "Certification and Notice of Termination of Registration Under Section 12(g) of the Securities Exchange Act of 1934 or Suspension of Duty to File Reports Under Sections 13 and 15(d)"; it covers EA's common stock, marks Rule 12g-4(a)(1) and Rule 12h-3(b)(1)(i), and states one holder of record. The press release names Andrew Wilson as EA's Chairman and CEO. The User Agreement and Terms of Sale still name Electronic Arts Inc. as the U.S. contracting party.

Pogo and other EA-run brands. The footer of pogo.com reads "© 2018-2026 Electronic Arts Inc." and links EA's User Agreement, Privacy and Cookie Policy and Terms of Sale, and BBB's EA profile lists "Pogo.com," "Club Pogo," "PopCap," "BioWare," "Origin" and "Playfish, Inc" among EA's alternate names. Many older complaints in this site's archive are about Club Pogo subscriptions.

Security incident disclosed in 2021. In June 2021 EA told BleepingComputer that "a limited amount of game source code and related tools were stolen" and that "No player data was accessed, and we have no reason to believe there is any risk to player privacy." This is EA's own statement as reported by that outlet; EA's fiscal 2026 Form 10-K says it did not experience a cybersecurity incident during the reporting period that has had or is reasonably likely to have a material impact.

EDITORIAL

Complaint record: USAComplaints, BBB and Trustpilot, reported separately

This page reports complaint and review data from separate sources without combining them:

  • USAComplaints: 130 approved posts on this site are linked to Electronic Arts or its EA Games, EA Sports and EA Store names as of September 30, 2026 (all dated 2003-2014), covering themes such as Club Pogo and EA subscription billing, account termination or blocking, unpaid Pogo jackpots, game downloads and servers that would not work, and EA Store order or delivery problems. A further 358 archive posts (dated 2004-2013) name only Pogo, Club Pogo or an EA game title and are linked as EA-brand mentions rather than counted as EA's own complaints. These are visitor-submitted allegations that EA has not verified on this site; none is recent.
  • BBB: the BBB profile for Electronic Arts, Inc. in Redwood City, California is not BBB accredited and carries a BBB Rating of A-, with the listed reason "Failure to respond to 7 complaint(s) filed against business." BBB's complaints tab shows 4,890 total complaints in the last 3 years and 1,306 closed in the last 12 months; its customer-review score is 1.1 out of 5 from 207 reviews. BBB's own note on the profile says complaints it processed "state concerns of players' account termination and restriction" and refers players to the User Agreement and to EA's ban-appeal tool. This page uses BBB's Redwood City headquarters profile only.
  • Trustpilot: the profile for www.ea.com is unclaimed and shows 1.1 from 6,556 reviews, with 630 reviews in the last 12 months. Trustpilot notes: "This company hasn't invited their customers, so reviews may not be representative."

Each source covers a different population, time window and methodology, so the numbers are not added or averaged. A count of complaints says nothing by itself about whether each one was justified, and EA's position on individual complaints is available only through its own channels.

EDITORIAL

Consumer lawsuits and regulator matters

Loot-box and Ultimate Team class actions filed in 2020. Two putative class actions against Electronic Arts Inc. about the Ultimate Team modes of its EA SPORTS games were filed in the Northern District of California in 2020. Both are described below in terms of the plaintiffs' allegations and the court records, not as findings against EA.

  • Ramirez v. Electronic Arts Inc. (No. 5:20-cv-05672-BLF), filed August 13, 2020. The court's March 5, 2021 order describes the plaintiff as alleging "that the Ultimate Team Packs feature of EA's video games violates California gambling law." The court granted EA's motion to compel arbitration and stayed the case pending arbitration, applying the arbitration provision in Section 15 of EA's User Agreement. On February 23, 2023 the court approved the parties' stipulation of voluntary dismissal without prejudice.
  • Zajonc v. Electronic Arts Inc. (No. 3:20-cv-07871-WHA), filed November 9, 2020. The complaint, titled "Complaint for Consumer Fraud and Unjust Enrichment," concerned the 2017-2021 versions of Madden NFL, FIFA and NHL and alleged that EA sold "Player Packs" while using undisclosed difficulty-adjusting technology. The plaintiffs filed a notice of voluntary dismissal on February 11, 2021.

We did not find a court decision on the merits of either claim in the dockets we opened. The current User Agreement (May 14, 2026) contains a binding arbitration and class action waiver in Section 15, which states that it applies to all consumers and people who accepted the agreement, and excludes residents of Quebec, Russia, Switzerland, Brazil, Mexico, the member states of the EEA, the United Kingdom and the Republic of Korea. Before arbitration it requires a signed Notice of Dispute and at least 60 days of informal negotiation, exempts claims brought in small claims court, and, in the text we read on 2026-09-30, contains no arbitration opt-out mechanism; the terms of any individual arbitration are set by that document and the applicable AAA rules.

Regulators. In the sources checked on 2026-09-30 (a search of FTC pages for "Electronic Arts," which returned merger-review and acquisition items rather than consumer-protection actions; the FTC's gaming-industry page; and searches of state attorney general sites), no FTC or state attorney general consumer-protection action, consent order or settlement against EA over loot boxes, refunds or account practices was identified. This is a scoped statement about those searches, not a complete search of every agency's records. EA's fiscal 2026 Form 10-K (Note 13, Legal Proceedings) says only: "We are subject to claims and litigation arising in the ordinary course of business. We do not believe that any liability from any reasonably foreseeable disposition of such claims and litigation, individually or in the aggregate, would have a material adverse effect on our Consolidated Financial Statements." Securities and merger-related shareholder litigation is outside the scope of this consumer page.

EDITORIAL

Is Electronic Arts Legitimate?

Electronic Arts Inc. is an identifiable operating company: a Delaware corporation headquartered at 209 Redwood Shores Parkway in Redwood City, California, which filed annual reports with the SEC (Commission File No. 000-17948) until its take-private closed on August 4, 2026 and which EA's own User Agreement names as the contracting party for U.S. customers. Its refund, ban-appeal, EA Play cancellation and privacy channels are published on help.ea.com and ea.com. On BBB it is not accredited and holds an A- rating with 4,890 complaints in three years; on Trustpilot its unclaimed profile scores 1.1 from 6,556 reviews. This page assigns EA no rating or label of its own; the policies, court records and third-party counts above are reported so readers can weigh them.

PUBLIC RECORD

Court & Public Records

CaseAuthorityDatesTypeOutcomeSource
Ramirez v. Electronic Arts Inc.
Docket No. 5:20-cv-05672-BLF		U.S. District Court, N.D. Cal.
DismissedDismissed

A putative class action in which, per the court's March 5, 2021 order, the plaintiff alleged that "the Ultimate Team Packs feature of EA's video games violates California gambling law." The court granted EA's motion to compel arbitration, applying the arbitration provision in Section 15 of EA's User Agreement, and stayed the case. On February 23, 2023 the court approved the parties' stipulation of voluntary dismissal without prejudice. No ruling on the merits of the gambling-law claim appears on the docket.

Source
Zajonc v. Electronic Arts Inc.
Docket No. 3:20-cv-07871-WHA		U.S. District Court, N.D. Cal.
DismissedDismissed

A putative class action titled "Complaint for Consumer Fraud and Unjust Enrichment" concerning the 2017-2021 versions of Madden NFL, FIFA and NHL. The plaintiffs alleged that EA sold Ultimate Team "Player Packs" (loot boxes) while using undisclosed difficulty-adjusting technology that affected match outcomes. The plaintiffs filed a notice of voluntary dismissal on February 11, 2021, before EA's response to the complaint was due. The docket shows no ruling on the merits.

Source
CONSUMER ALLEGATION

Related Complaints

Names this company in a role other than the primary subject — not necessarily current or complete.

VERIFIED

Company Relationships

  • Owned by: Oak-Eagle AcquireCo, Inc.
EDITORIAL

Frequently Asked Questions

How do I get a refund from EA?

EA's help article says you can request a refund for eligible EA game downloads purchased on the EA app or EA.com "within 24 hours after you first launch the game," "within 14 days from the day you bought it, if you haven't launched the game," or before the release date for a pre-order, using EA's Refund Tool after logging in to your EA Account. For a new game bought within 30 days of release that cannot be played "due to technical reasons within EA's control," the window is 72 hours after first launch. EA says it cannot process refunds for purchases made on console stores, Steam, Epic, mobile app stores or retailers; contact those sellers instead.

Can I get a refund for FC Points, Ultimate Team packs or other in-game currency?

EA's refund article says "Downloadable content (DLC) and in-game currencies aren't refundable if bought separately" and that "Certain game editions that include virtual currency and/or content packs are excluded." EA's User Agreement says EA Virtual Currency "is non-refundable, and you are not entitled to a refund for any unused EA Virtual Currency," and that once redeemed for an Entitlement it "is not returnable, exchangeable, or refundable." EA's refund article says "You may also have a statutory right to a refund," and its Terms of Sale make section 8 subject to "any rights that you may have under applicable law"; whether any applies to a given purchase is a legal question this page does not answer.

What happens if I file a chargeback with my bank instead of asking EA?

EA's refund article says: "If you submit a chargeback for a refund that's outside of our refund policy, we may take one of the following actions to protect accounts from suspected fraud: lock or restrict your EA Account; remove the content charged back." It asks customers who believe they are entitled to a refund to "contact us before submitting a chargeback," and says: "In either case, we'll send you an email about our decision and what you can do about it." Removing the charged-back content and locking or restricting the account are listed as separate actions. EA's ban-appeal article repeats the same warning.

How do I cancel EA Play?

For EA Play joined through the EA app on PC, EA Help says to sign in to your EA Account, open the Subscriptions and Memberships tab, select Cancel membership in the Your membership section, and confirm on the next page. You keep the benefits until the next billing date and can reverse the cancellation until then. If you joined through Steam, Epic, PlayStation or Xbox, EA says to cancel with that company. EA's cancellation article says "EA Play memberships are not refundable" apart from exceptions (for example an upgrade to EA Play Pro), while its refund article says PC memberships "are generally not refundable" and to contact EA if you think you are entitled to one. EA Play Terms (last updated May 7, 2026) say "You may manage and cancel your subscription at any time in your account portal."

How do I appeal an EA account ban or suspension?

EA Help says to open the Penalty History tool, sign in with your EA Account, select the violation, click Appeal and follow the on-screen steps. Appeals are reviewed by EA's moderation team, and EA lists three possible outcomes: upholding the original penalty, modifying it (for example a shorter suspension), or removing it if EA finds a mistake; the decision is emailed from [email protected]. Before that, EA says enforcement emails may come from [email protected], and the Review button on the violation comes before the Appeal button. Mobile players, people who cannot sign in, and people whose violation is not listed are directed to a separate webform. EA also says forum penalties are handled on EA Forums, and that some bans, such as those applied by PlayStation, Xbox or certain older games and services, must be taken up with those companies.

What should I do if my EA account was hacked?

EA's guide says to clear your browser cache, reset your EA Account password, reset the passwords for any linked PlayStation Network, Xbox or Nintendo accounts and for the email address on your EA Account, and turn on two-factor authentication. For missing items, EA points to its missing-content recovery tips and then to contacting EA, and warns "It's possible we won't be able to recover all your missing content." EA's article ends with a Contact us button under "Get in touch with our customer support team for more help" and lists what to have ready: the EA Account email, any usernames or console IDs, invoice numbers or product codes, and the game's ID for a mobile game. EA says it will never ask for your password and to never give Facebook, Google Play or Game Center credentials to anyone.

How do I ask EA to delete or send me my personal data?

EA's Privacy and Cookie Policy (last updated June 23, 2025) says you can learn how to exercise your privacy rights through EA's My Privacy Rights portal at ea.com/legal/privacy-portal, that you can download a copy of your EA data from the "Your EA Data" tab of your EA Account, and that you may deactivate your account or delete the personal information associated with it by contacting EA Help, after which "you will no longer have access to the EA games or Services associated with your account." EA may verify account ownership first and says a privacy-rights decision can be appealed through the same portal.

Has EA been sued over loot boxes or Ultimate Team packs?

Two putative class actions were filed against Electronic Arts Inc. in the Northern District of California in 2020. In Ramirez (No. 5:20-cv-05672), the court granted EA's motion to compel arbitration on March 5, 2021 and, after the case was stayed, approved a voluntary dismissal without prejudice on February 23, 2023. In Zajonc (No. 3:20-cv-07871), the plaintiffs filed a notice of voluntary dismissal on February 11, 2021. The dockets we opened show no ruling on the merits of either complaint, and no FTC or state attorney general enforcement action against EA over loot boxes was identified in the sources checked on 2026-09-30.

Who owns Electronic Arts now?

EA's August 4, 2026 press release says its acquisition by PIF, Silver Lake and Affinity Partners closed on that date and that EA's stock ceased trading. EA's Form 8-K says EA survived the merger as a wholly owned subsidiary of Oak-Eagle AcquireCo, Inc., an entity formed by an investor consortium of the Public Investment Fund, private investment funds affiliated with Silver Lake Group and private investment funds affiliated with Affinity Partners. The press release names Andrew Wilson as Chairman and CEO. EA's User Agreement still names Electronic Arts Inc. as the contracting party for U.S. customers.