Breaking UK laws on digital content

EA games 

I am posting on here because your customer service agents are useless and have closed my ticket for a complaint, and your bot is also completely useless and won't let me submit another one. So here it is, and I hope other players join me in this complaint.

Your game consistently has issues with purchases not working, with rewards not being attributed and a host of other things. I made numerous purchases in the trade depot serveral weeks ago now, and have completed numerous assignments, all of which have not appeared in my game. Some of these were also from the seasons where i purchased random landscapes /buildings using coins. Despite my numerous requests for crediting of these purchases you have consistently blamed me or the 'connection to server' as the problem. However, over two days and when sitting right next to my router, and using WiFi which never dropped, I am confident that I never lost connection to your server. And no message appeared in the game saying so over the two days. Numerous players have also had the same problem.

This is a snippet of my conversations.

'Today I've purchased a random building in the taxes exchange. Yesterday I purchased storage upgrade items using the taxes exchange .....neither have gone through even though it's taken my coins. This is in the Kyoto taxes exchange. Also I noticed that despite logging out of my game properly, this chat is not available in another device in the game. It doesn't even show up. Something is really not right and it's nothing to do with my network connection because I can still play the game. If I lose connection it always tells me. With the storage items, I needed 7 items. I had 5 of one so I purchased the items in the exchange. I still had 5 after this. With the building today in the exchange, I purchased a random building/ landscape and a random landscape. I got the random landscape but not the random landscape/building. In both instances it took the seasonal coins from me. There have 2 people in my club that have issues with their services suddenly disappearing even though they've been fine for years in some cases. Thanks'

I then got some options to try none of which worked, and wouldn't have replaced the items I'd purchased in the depot anyway. So....

'Is there any update on my other issues as I am still out of pocket for items produced, simileons and SIM cash and this hasnt been rectified. Thanks'

And this is your crappy response 

'Please note, that such issues usually occur when there is an interruption in the connection for a brief period between the device and servers. This can result in a minor loss of progress in your city or other strange behaviors.

Unfortunately, we can't restore the progress or grant you the missing content in this regard.'

Then you closed my ticket despite the fact that I advised you that you are breaking UK laws.

 I am therefore raising an official complaint which you MUST process according to the law of the UK. This game is NOT providing me or other players with things I have either won or paid for. I have raised this on numerous occasions and your response have been unacceptable. Therefore please take this as an official complaint to EA games based in the UK.

The Consumer Rights Act 2015 states that Digital content must comply with certain standards, including implied terms of satisfactory quality, fitness for purpose, and compliance with description. In addition, there is an implied term that the trader has the right to provide digital content to the consumer. Where digital content does not conform, the consumer can call upon the following statutory remedies: repair or replacement; or a price reduction. The repair or replacement must be performed within a reasonable time and without causing significant inconvenience to the consumer.

Your game fails to meet the last one, compliance with the description. Your game says that when you purchase an item it appears in your game. Even if your terms and conditions state otherwise, you cannot legally have a term which is biased for the company. I.e 'even if you spend money in the game and lose it, we are not responsible', as that would be deemed unfair under law. Your condition of not being able to replace items or refund items lost or not given after purchase, as in my case, effectively ensures that your customer would need to purchase more simileons, for instance, to replace the ones the game stole. That is unfair and against The consumer rights act and ensures that you make money even though it is your product at fault. Using the excuse of a server connection also ensures that you can get away with causing a loss to your customer without being at fault. Again, this is unfair and illegal under the consumer rights act.  You are in effect taking people money and not giving them the items they have paid for, which I am sure you know, is infaxt, illegal. These UK laws apply to your game because it is downloaded in the UK and the exchange of money for games money is made in GBP. 

Your forums are full of people complaining about items not being rewarded or appearing after they've paid for them. We are not ALL having issues with the server connection as you suggest, and if we are then that's on you, not your customers if there is no message that says connection is lost.

My loss was numerous purchases to complete assignments that were about to expire, which meant loss of simileons AND loss of assignment rewards,  loss of two mystery buildings/ landscapes which meant loss of seasonal coins and about £200 SIM cash where i paid for items from production. None of these have been replaced by you and as I stated in my tickets, this leaves me out pocket both in game and out of game, with real cash

As an official complaint you MUST deal with this under your complaints process. I expect to hear from you within the next week or I will be taking this to the consumer ombudsman and trading standards if necessary. I'm very happy to speak to the press about how you treat your customers and are stealing from them to make money. And based on this forum, I'll have no problem giving them examples. 

If anyone has had the same issue and no reasonable response from customer support, please feel free to comment on here or private message me.

Thanks