Formal complaint against EA Customer Service
Hello!
I have been using EA services for more than 10 years, since at least 2013. Most recently I wanted to buy Star Wars Jedi Survivor from their platform, since I already had Fallen Order in the EA app. I had my Visa debit card details saved, as I have previously used this card without any issues. Upon trying to pay, I was met with "We were unable to verify your credit or debit card" error. I tried to pay for the next 1-2 days, but no luck. Decided to reactivate my PayPal account, just to see if I can my a quick fix. I tried to pay on EA and the payment failed. Just to note that my Visa debit works everywhere, but my PayPal works nowhere.
I Googled my issue and most advise to contact customer support, so I did that. I went on customer service on the 15th of March 2026 and one week later, they have refused to provide an adequate workaround for my case. My case number is 239969839. I will do my best to sum it up.
In my first chat, the agent sorta understood my query, but the only thing he said was to try again and contact in the next 24 hours, in the meantime, he escalated the case. Before I close the chat, I asked the agent for a potential promo code and he said that if the issue persists, they will provide. I contacted in the next 24 hours, asking for an update. A different agent assisted me and he had no advise for me. He noted that I have pending payments though. I told him they are PayPal and showed him that PayPal failed to collect any money from my card. I don't know how well he understood my words. He noted case is escalated. I asked where I will receive notfication of an update and he said no where... I then asked for a time frame and he very reluctantly said 72 hours. Sure... I contacted EA CS in 72 hours and told the agent to check my case. He said he checked it and then asked questions that I have already answered. He noted the pending payments, I explained to him that they are failed and he requested an invoice... Needn't say more, I requested a new agent. The next agent didn't assist much. She looked throug my case, told me that only American Express is allowed in my region and closed the chat (I live in Eastern Europe). Next agent did their best to not do anything meaningful, only to waste my time. I started getting pretty frustated on the manner... Contacted again and the agent in handsight was helpful, but his advise was more to stal. His advise was that due to the currency switch that happened in the beginning of the year, cards in the whole country fail with payments. While this advised seemed plausable at first, after I contacted after 24 hours, the agent said that the currency switch does not affect my case. I continued chatting with no success. I requested complaint contact info and was declined by numerous agents. One agent acknowledged my complaint query, but said he noted it in their system. Based on how my case is going, he might have done absolutely nothing, just acknowledging for the sake of me stopping requesting it. This issue continued to persist and the sale is coming to an end soon and today, I wanted something concrete. I requested a promo code of 90% for the game, as it currently is with that discount. They said they can't generate it. I asked to transfer me to someone that can or provide complaint contact details. Both of my queries were declined/disregarded/ignored.
EA's customer service did an atrocious job at assisting me... I am willing to buy a product on their platform, but instead of providing me with adequate solutions, they tell me "contact PayPal", "find a different method", which are not acceptable options. I have a widely used Visa debit. If they cannot verify it, it is on them.
I was also looking at buying a gift card, but the cheapest available are 15 EUR and while I can buy one, I wish to just buy the game that I want. I would of been contept with 10 EUR, but there are no 10 EUR EA gift cards. Also, their customer service does not provide payment links, so they can't assist. I have tried the solutions that are in EA support's "payment issues" page(s), but no luck.
Although I should be seeking compensation for wasting hours of my time, I do not want it, I only want to buy the game on their platfrom.
If EA fails to acknowledge and assist my query, I won't ever buy a product on their platform ever again. I will be looking at paying more to buy a key from a key reseller or potentially through Steam. I do not wish to go this way, but if this request is ignored, again, I will have no other choice.
