Re: Appeal process question (Suspension)

@EA_MakoHi again,

I think I've found something a bit strange with the suspension process.

I wrote an appeal on the support page and I obviously had to backtrack and explain what happened on my side of the story.

I quoted myself with the snippet during the explanation and apparently that has been flagged as well/declined?

The action pertains to the following violation:
[VIOLATIONDESCRIPTION]

My intention was just to explain, not to blatantly say it.
Is this appeal process managed by employees or an automated service? I'm a bit stumped as I can't play any online games via the application for another week?

This is my first in game social ban in over 30 years of gaming, I'm a bit worried.

Hey @Freyouz,

All appeals are reviewed by actual members of our Terms of Service team. 

This isn't an additional action or flag for your message, it just looks like they hadn't included the description in the reply itself.

If you have the option to leave feedback from your Case History page that may be worth checking, but you're also welcome to submit an additional appeal so a different member of the ToS team will review the situation.

@EA_MakoThank you for your reply.

I have asked for an escalation procedure in hopes of accessing a live chat with an employee to resolve this issue as quickly as possible as there is no option to give feedback, no email possibilities and the phone number for France/Swiss clients does not function.

I've exhausted my options and am now waiting on the company's follow up for the issue.

PS: No reply from EAhelp on facebook either.

Have a good afternoon.

Still awaiting a reply or means to communicate with someone in the terms of service department.
I must say, I'm quite disappointed with what I believe to be an erroneous suspension.

Hey @Freyouz,

You're welcome to submit an additional appeal, but aside from that there is not a means to speak directly with the Terms of Service team.

They review appeals based on whether the chat was a violation of our Rules of Conduct, not based on who instigated an argument, for example. They're not arbiters to decide on the right/wrong person in an interaction, just whether the reported content was in violation of the Rules of Conduct.

That is where the problem resides, Mako.

I have skimmed through my emails concerning my own reports towards players (the player we are conversing about is obviously part of them) and have noticed that all my vocal chat encounters involving slander/harassment/self suicide comments are reported back to me as 'clean' and no actions are taken.

I am disappointed in the judgement process because of two reasons:

1. It's second guessing and generalizing individuals
2. A 7day ban for purchasing power, social activities and online gaming is restricted

I find the recourse extreme, especially due to the fact that I don't consider myself entirely at fault.

As of now I have filed a formal complaint, having asked for a full transcript of my text encounter with the individual for context purposes as I find the ruling process too basic in regards to users.

I truly hope to find a solution to this before the 18th, deadline of my 7 day ban.

Once again, this is my first ban/suspension in a game in 25 years of gaming and I'm quite shocked.