Formal Request for Assistance and Enforcement of EU Consumer Rights

Foremost, i hope this is in the correct forum section.

I've just got in contact with EA support a second time about the missing battle pass and xp tokens. Furthermore i've also read EA_Leeuw​  post (compensation update) and i still haven't received the battle pass as promised. I have had the door closed in my face by Joshua customer support but thankfully got some better support from another representative from ea. 

as many users did, i also suffered the same situation where i was unable to play on Dec.10 due to a game breaking issue that i needed to purchase every mode to be able to play.

I am making this post now.

To: Electronic Arts Inc. / Electronic Arts European Customer Support                                                        From: 24_DrunkCats
Subject: Formal request for assistance and compensation under EU consumer law
Date: 23rd December, 2025

1. Background

I am an EU consumer who lawfully purchased and/or accessed an EA digital product or service via the EA App. I was directly affected by technical issues acknowledged by Electronic Arts, for which EA publicly stated that compensation or remedial measures would be provided to impacted users.

Despite being affected, I have not received the promised assistance and/or compensation, or have received insufficient support to resolve the issue.

2. Applicable EU Legal Framework

As an EU consumer residing in the Netherlands, my rights are protected under, inter alia:

• Directive (EU) 2019/770 – Digital Content and Digital Services Directive
  This directive requires that digital content and services:
  • Conform to the contract,
  • Be accessible and functional as advertised,
  • Be supported with remedies where conformity is lacking, including repair, compensation, or termination.
• Directive 2011/83/EU – Consumer Rights Directive
  Which guarantees transparency, proper performance of digital services, and effective customer support.
• Directive 2005/29/EC – Unfair Commercial Practices Directive
  Which prohibits misleading commercial practices, including public statements regarding compensation or remedies that are not honored in practice.

Under EU law, contractual terms, EULAs, or internal policies cannot override mandatory consumer protections.

3. EA’s Public Commitment

Electronic Arts publicly acknowledged the technical failure affecting users and announced that affected players would receive compensation or remedial measures. This announcement created a legitimate expectation under EU consumer law that affected users would be treated consistently and fairly.

Failure to provide the announced compensation or assistance may constitute:

• Non-conformity of digital services, and/or
• A misleading omission or unfair commercial practice.

4. Request

I hereby formally request that Electronic Arts:

1. Provide the promised assistance and/or compensation consistent with EA’s public statements; or
2. Offer an equivalent remedy as required under EU law, such as alternative compensation, refund, or other appropriate corrective measure; and
3. Provide clear written confirmation of how my case has been assessed and resolved.

5. Next Steps

If this matter is not resolved within a reasonable timeframe (14 days), I reserve the right to escalate the issue to:

• The Autoriteit Consument & Markt (ACM)
• The European Consumer Centre (ECC), and/or
• Alternative dispute resolution (ADR) mechanisms as provided under EU law.

This letter is sent in good faith with the intention of resolving the matter amicably and efficiently.

Kind regards,

24_DrunkCats
Case #233114675 (purchase order within the case#)