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K9X_Anas's avatar
K9X_Anas
2 months ago
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Review of the Automated Response Used by Technical Support

I would like to report an unresolved issue through all available means provided by EA. The problem is with the automated response used by technical support, which continuously states: "Please do not expect further responses on this matter."
I have been permanently banned for 63 days, and I am still trying to recover my account. However, technical support has placed me under an automated response. No one on the company's platforms believes that I have truly been subjected to this automated response. I have evidence of this through all the unban and penalty reduction requests, and the response I receive is always the same.

If you require all the case numbers created for unban or penalty reduction requests, I can provide them to you. Currently, there are 11 cases related to this issue.

We are humans, and we make mistakes. It is impossible for a human being to respond to a penalty reduction request and sincere regret with the same repetitive response. However, an automated response can easily do so.

Therefore, if you genuinely aim to make the game fair and equitable for all players, I urge you to escalate this issue, which many players are still suffering from. I also suggest adding new methods to reduce player hostility during gameplay and prevent abusive behavior. Furthermore, I recommend improving the reporting mechanism for players using inappropriate language via microphones.

gameplay discussion
  • EA_Kent's avatar
    EA_Kent
    2 months ago

    Hey all, 

    Since this is not something we can help with here on the forums, I am going to lock this thread. 

    Like Midnight9746 said above, account bans would need to be reviewed by the Terms of Service team. They would determine if the ban could be overturned. Forum staff or other EA Help teams will not be able to review an account ban. 

    If you haven't already, please reach out to the Terms of Service team so they can take a look at your account. You can find more info on how to reach the TOS team at the EA Help website. 

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  • Midnight9746's avatar
    Midnight9746
    Hero
    2 months ago

    @K9X_Anas Unfortunately any ban-related issue cannot be handled on the forums as this can only be looked into by the EA TOS Team.

    However, since you had received the message, "Please do not expect further responses on this matter." That means that the account is permanently banned and it will not be overturned.

    "However, technical support has placed me under an automated response. No one on the company's platforms believes that I have truly been subjected to this automated response." - @K9X_Anas 

    - This might be because when the EA TOS Team reviews the case, they see that the decision was final, and they close out the case.

    "If you require all the case numbers created for unban or penalty reduction requests, I can provide them to you. Currently, there are 11 cases related to this issue." - @K9X_Anas

    - Sadly, there's nothing that can be done on the forums, (even if the case numbers were provided).

    As for the last part, to my knowledge, EA is fair, and they're committed to maintaining positive play. You can read more about EA's commitments here, as well as the EA Positive Play Charter here.

    I wish I could help you further, but I cannot.

  • K9X_Anas's avatar
    K9X_Anas
    2 months ago
    I truly understand that you cannot assist me and that you are a volunteer, and only technical support can respond to me, as they have made their final decision, etc. I have become well-versed in and familiar with all the answers related to this company. However, what I want to clarify is that ignoring and repeating the same response harms the game and its reputation. Permanently banning players due to misunderstandings is completely unfair.

    Is there another platform to file a complaint about such neglect? Is a 63-day ban not sufficient punishment for a misstep, especially since I have been active since Season 1? I truly cannot accept such treatment at all. Must I become famous like other players to avoid being ignored in this way?

    When I watch famous players who play this game, I see words far worse than the one I wrote, yet there is a clear double standard. I believe the game needs to review its rules and standards and apply them equally to everyone.

    I don’t want to prolong this, but the game must reconsider its policies and their application. I truly do not expect anything from this game anymore. I feel deeply sorry for the state of this game.

    I would like to add that if you want to help, even by 1%, you could convey this issue to the responsible parties. Thank you.
  • Midnight9746's avatar
    Midnight9746
    Hero
    2 months ago

    @K9X_Anas The technical support team isn't the team that would assist you with a ban-related case, that would be the EA TOS, (Terms of Service), Team.

    As for repeating the same thing in response to your case, that is because the EA TOS Team had decided to keep the ban in place. To my understanding, when reviewing cases, the EA TOS Team takes everything into consideration, (including the context), so for the ban to remain in place, there must be a valid reason as to why the ban remains active on your account.

    Sadly as well, only the EA TOS Team can handle any and all EA Account ban-related issues.

    Furthermore, (to my knowledge), EA is fair, and they're committed to maintaining positive play. You can read more about EA's commitments here, as well as the EA Positive Play Charter here. That being said, the rules do apply to everyone equally. If there's someone not following EA/Respawn's rules and/or their/the game's TOS, you can check here about how to report other players on EA games and titles.

  • K9X_Anas's avatar
    K9X_Anas
    2 months ago
    @Midnight9746 I want to say something: All employees in this company, especially the TOS team, should watch the latest ALGS and BLGS championships and listen to the extent of the obscene language used by participating players, and then talk about justice and applying rules equally to everyone.

    Also, the TOS states: "warn you, suspend you, ban you permanently, or place other restrictions on your EA Account, games, or related services". Why was the "permanent ban" option chosen instead of "place other restrictions"?

    What I am trying—and will not give up trying—to say is that the officials need to update their methods of handling issues and make it easier to reach the responsible team instead of relying on forums, live chats, and social media. Truly, what is happening with my case is frustrating to the utmost extent.
    Thank u
  • K9X_Anas's avatar
    K9X_Anas
    2 months ago
    @Midnight9746 I also want to ask you why a site is made for questions and another for live chat, knowing that they cannot help in any possible way. To confirm this, search the question site by typing the word "ban," and you will notice that there are players who have been trying for more than two years. This indicates excessive neglect and shortcomings by those responsible for such matters.






  • Midnight9746's avatar
    Midnight9746
    Hero
    2 months ago

    @K9X_Anas To my knowledge, the only form of support is through EA Help. While one could message the EA Twitter account, (or another EA social account), the correct, (and best) place to go, would be EA Help, as that's where the EA Support and EA TOS teams are.

    As for the forums, its main goal is for players to help other players.

    While there are EA Community Managers who respond to threads, they're not apart of the EA Support and/or EA TOS Team. For this reason, account related issues, (such as bans), are not handled on the forums.

    Also, (as mentioned before), if there are players breaking EA/Respawn's rules and/or their/the game's TOS, you can report them here.

  • EA_Kent's avatar
    EA_Kent
    Icon for Community Manager rankCommunity Manager
    2 months ago

    Hey all, 

    Since this is not something we can help with here on the forums, I am going to lock this thread. 

    Like Midnight9746 said above, account bans would need to be reviewed by the Terms of Service team. They would determine if the ban could be overturned. Forum staff or other EA Help teams will not be able to review an account ban. 

    If you haven't already, please reach out to the Terms of Service team so they can take a look at your account. You can find more info on how to reach the TOS team at the EA Help website. 

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