Hacked and EA not helping

Dear Sir/Madam,

I have played your game previously known as FIFA 23 and now EA FC 24 extensively, I do no play any other games and this is my escapism. Despite some poor gameplay I enjoy the experience.

On 02/07/24 I woke up early as normal to get my games played and won on rivals. I logged onto my console as normal got everything done and then logged off. I then went about doing my jobs for the day.

While grabbing a coffee there was a queue, at this point I figured I could do a few SBC’s and unlock some packs on the companion app. I logged in and noticed that my UT coin balance had gone from 7.5m to 5.9m; unsure as to why I took a look round to see whether I had done something in error, I looked on to the transfer list and saw cards there that I hadn’t purchased being sold. I clicked on one confused and saw that the cards listed had been purchased at a very high price and had then been listed and sold at a lower price. I instantly knew that somebody was in my account.

I quickly loaded up the EA website logged in and changed my password. I then logged back in with the new password and although the balance had gone down further, it seemed to have stopped, although I was unable to stop the cards listed selling.

I immediately went back to the website and contacted EA through chat. The advisor then took me through securing my account further and gathered details to escalate to the care team. Relieved I carried on with my day and awaiting a response from EA about the data breach that had taken place on my account and the follow up to this.

On 03/07/24 at 10:52 I received contact from EA, this was an email which stated ‘After noticing potentially suspicious activity associated with your EA account, we reset the password to protect your personal information.’

I followed the instructions given to secure my account again, and expected a follow up about how serious this was being taken after confirmation of the hacking. This confidence in your company dissipated at 13:59 when I received an email ‘We found a possible compromise on your, account, but we also found activity that breaks our Terms of Service agreement…our terms and service team will contact you about the issue’

Perplexed about this issue given that the only activity that would break the terms would be the action of the person(s) who accessed my account without permission I contacted EA chat again, noticing the case had been closed.

I was assured that this was the process they had to take because somebody had accessed my account and that after escalating the issue they would remove any ban(s) and give me back my coins. Despite being confused as to why I was being punished I allowed your advisor to escalate the case further. Having waited 24 hours I received an action to this escalation 04/07/24  at 14:30 that was now accusing me of Fut Coin Distribution.

At this point not only have your advisors and teams ignored the breach of my data which allowed to perpetrator access to my personal details, it also gave them access to my bank details stored on your game and sport to punish me for somebody else’s actions.

Again, I contact EA chat to which I was given assurances that this time they would read everything and see the details from EA about the hacking and lift the imposed Transfer Ban and give me back my coins. Though this promise again was broken as at 04:46 on 05/07/24  I received an email that stated ‘After thoroughly investigating your account and concern, we again found that we actioned your account correctly after it was found to have violated our User Agreement.’

I have given a 100% accurate description of what happened and the actions that I took to obide by your Terms and Conditions and followed all steps recommended when an occurrence of a hack takes place, since then I have been treated as though it was myself who was responsible. When I looked to the leaders of the community to help me against an infringement I was punished, ostracized and made to feel as though I was in the wrong. All I wanted was help from EA regarding the hacking, secure my account, the perpetrators punished and my coins stolen returned. I purchased this game and have spent money in your store, and as things stand I do not feel like purchasing future games or EA titles or spending anything with EA as this experience has left an awful taste in my mouth for doing the right thing.

Please could I have a response to this before I escalate

Do you think that I have been treated fairly and all procedures have been followed correctly?

Can you provide proof that the persons responsible for hacking my account have been dealt with?

Can you explain what measures have been taken to protect my bank details and personal information that the person(s) who accessed the account were able to see and use?

Can you tell me why you have punished one of your loyal customers who was a victim of stolen data.

within 5 business days before I escalate this to ISO and TS respectfully.

Kindest Regards

Adam