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.
"You don't have access" error - unable to play purchased game
Leaving this here in the feedback section as I have already requested help for this issue from EA support and have been unable to reach a resolution. I recently tried to download and install The Sims: Medieval from my EA Play library. This is a game that I purchased almost 15 years ago and originally redeemed and installed on my Origin account before the migration over to the new app. Upon trying to download it, I recieved the following error: "You don't have access. We've cancelled the download because you don't own this game. To play, go to the Game Hub to get the game." This is despite the fact that the game is listed in my library and my app itself states "Standard Edition owned" - how can I not own the game when the app is telling me I own it? I spoke to support and was told that despite still having my original disc, case and redemption code - which the support agent confirmed was indeed linked to my account - they would be unable to give me access to the game and I would have to contact the original retailer for proof of purchase. After so many years, do they really think this is a reasonable request to make? The retailer I purchased from no longer exists. Surely the fact that I still have my physical copy should be proof enough? I'm really disappointed and frankly angry about this and will be taking it further. Just wanted to put this out here for anyone else who is having a similar issue. Even if you own a physical copy of a game, don't expect them to honour your purchase.
EA App Instability with Sims 3
Ever since the change from Origin to the EA App, I've had consistent issues with the management of my Sims 3 and all of it's DLC, store content etc. I'm regularly having to re-enter my in game settings, from ages, to seasons, to time format. This is a constant issue since the change to the EA App. Twice now, none of my DLC towns have been properly installed. I should only have to install this content once. The EA App should not be allowed to make changes to my saved game content such as DLC and Sims 3 Store content. The missing DLC includes as above, towns, certain premium items etc and causes a 'serious error' when loading a town which is in any way reliant on DLC I'm unaware has suddenly been either disconnected or uninstalled from my game. I have been getting prompts to 'Register' my Sims 3 game with Origin, which I did ages ago. If I close this window, as I'm no longer using my physical discs for gameplay, it aborts the starting of the game. I'm honestly sick of this App, the fact that we're forced to use it rather than simply installing all of our owned merchandise onto our PCs and being able to start the game with the launcher, allowing us to bypass this abysmal PC app. Please fix the stability of this app with regard to already installed games, in particular the Sims 3. You've made a mess of it and the game costs, in total, a fortune.
Issue with Sims 3 Purchase
I’m extremely disappointed with the support I’ve received regarding two games I purchased on 13 September 2025: The Sims 3 World Bundle and The Sims 3 World Adventures. The issue was with World Bundle — I was unable to install it and did not receive a redeem code. I contacted EA Help via Connect Flow and spoke with Advisor Avinash, who suggested a refund. However, the refund was processed for World Adventures — the game that was working and that I intended to keep. I clearly informed Avinash that the refund link pointed to World Adventures, not World Bundle. He assured me, “once it is completed we will help you with the refund of the worlds.” I trusted this guidance and followed the steps. Today, I logged into The Sims 3 and found that I’ve lost access to World Adventures, despite having paid for both games. I reached out again and spoke with Advisor Vikas, stated that since the refund was initiated, he could only assist with the partial stuck refund — leaving me with no resolution and no access to either game. This has been a frustrating and confusing experience. I’ve paid for two games and now have access to neither. While the refund take 7 to 10 working days.Translation Feedback on the Chinese Interface of EA App
I noticed a minor translation issue on the pre-order page for Battlefield 6 in the EA App. The first sentence on the promotional page, "lock and load" was translated as "锁定装载". While this translation is not technically incorrect, it is inappropriate for a FPS game. Literally, "lock" means "锁定" and "load" means "装载" in Chinese. However, in firearms terminology, "lock" refers to the weapon’s bolt being in a locked position, and "load" means inserting ammunition into the gun. Together, these actions indicate that the weapon is fully prepared and ready to fire at any moment. Therefore, I believe translating "lock and load" as "枪已上膛" would be more accurate.
