Forum Discussion

denis2000manage's avatar
denis2000manage
2 years ago
Solved

Hacked and banned, no response from EA

My EA account (which is linked to F1, FC24 etc.) was hacked (email address changed to a russian address (also in this forum)) and then banned. I didn't do anything against EA rules and so there was no reason to ban me.

I opened multiple cases (dispute ban and others) but can't seem to get ahold of EA support. In all my cases, I got no instructions. I also can't seem to get the option to "Live-Chat" with EA, as described in this forum-post (https://answers.ea.com/t5/EA-Allgemeine-Fragen/Konto-gehackt-und-EA-antwortet-nicht/m-p/12766458#M700).

EA responses to my cases were:

  • "overturn", with no explanation
  • "Waiting on Player", without any instructions
  • "no fix" or they just "closed" my case

I'm not sure if EA is contacting the russian email address, which would be ridiculous, because when disputing a ban, you enter the address where you want to be contacted and I always entered MY email.

Please help with either of the following:

  1. Get EA to remove the russian email adress and reinstate the email address from before
  2. Tell me how to unlink the EA account in question from my PSN (I can't do that because the account is banned), so that I can set up a new EA account and finally play FC24 online.

Your help is much appreciated!

Kind regards,

Denis

gameplay discussion
  • EA_Vendcera's avatar
    EA_Vendcera
    2 years ago

    Hi @denis2000manager,

    as Midnight9746 already mentioned correctly, unfortunately we can't help with this kind of cases on the forums.

    I can totally understand that this is a pretty frustrating situation, but I can only give you the advice, as in the German thread, to contact EA Support.

    If an account has an active ban on it, they will only be able to contact via email. So, best would be to create an email case and explain your situation there in detail.

    -Vendcera

6 Replies

  • Midnight9746's avatar
    Midnight9746
    Hero+
    2 years ago

    @denis2000managerUnfortunately bans aren't handled on the forums. You were in the right place when you contacted EA at help.ea, but it sounds like they've already decided to keep the account banned.

  • EA_Vendcera's avatar
    EA_Vendcera
    Icon for Community Manager rankCommunity Manager
    2 years ago

    Hi @denis2000manager,

    as Midnight9746 already mentioned correctly, unfortunately we can't help with this kind of cases on the forums.

    I can totally understand that this is a pretty frustrating situation, but I can only give you the advice, as in the German thread, to contact EA Support.

    If an account has an active ban on it, they will only be able to contact via email. So, best would be to create an email case and explain your situation there in detail.

    -Vendcera

  • denis2000manage's avatar
    denis2000manage
    2 years ago

    Hi thanks for your reply, but sadly it doesn't help.

    As I mentioned I created multiple email cases, but EA never contacted me via email. The case status was just changed to "Waiting on player". I don't know what that means, no instructions were given.

    Is there no other possibility to contact EA? Because if not this would probably mean I have to create a new PSN, repay my PS+ subscription and so on.

  • Balladalidila's avatar
    Balladalidila
    Seasoned Ace
    2 years ago

    @denis2000manager 

    I am sorry but I dont think they lift bans on alleged hacked accounts. Its unfortunate but understandable since it would be super easy to just turn on a VPN, change your password, use hacks and when you get banned, just say you were hacked. 

  • denis2000manage's avatar
    denis2000manage
    2 years ago

    I understand, but I mean it's so clearly hacked.

    • russian email adress
    • the Name was changed to "UNKNOWN"
    • russian devices were linked
    • some strange downloads for 0 RUB were shown in the purchase history

    Even if they wouldn't lift the ban, it's unbelievable that you can't get a response from them.

  • rafko13's avatar
    rafko13
    2 years ago

    Hi.

    I Have exact the same problem. My account ist hacked , email address changed and banned from a Russian hacker.

    I am playing from Germany and the account exists over 10 years. If someone check the account from years before the will find 

    the right mail address and that the never changed. I was never banned bevor.

    I can login by my xbox account and open a ticket but I never get a response. I wrote my right email address many times - and my telephone number!

    But - nobody call back or write email! No contact! no support ! only "Waiting for player" I write 5-6-7 times! nobody understand or the KI not understand (I think that there not really working somebody anymore..) 

    it is ver poor support - ok - no support.  I see ea don't care for players paying many bucks for the games. 

    For now I will not buy any ea tittle until my account will be restored. they are many other games on the market. 

    And if the account will be banned forever - goodbye EA. This is my ban....

    Rafko13

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