Account Banned with No Reason

milkmaid12​ 
There were multiple replies and messages with support, even if they were not a live chat/discussion.

Your friend will need to look into that further, though as they're assumedly the one sending those messages, they should be aware of what was said.

Locking the thread here as we cannot assist with this on the forums, or discuss details of someone else's account with you.

Do you have anything to say about the screenshots I had included that show there was no discussion that occurred on the two cases you sited as stating a ban reason?

Hey milkmaid12​,

It looks like your reply was caught in our spam filter, so I've restored it to this thread and removed the duplicate posts along with that new thread.

Your friend will need to reach out to the support team if they have further questions. We cannot discuss details of this on the forums, or with someone that is not the account owner. 

There were multiple emails/messages sent back and forth under the initial cases mentioned before an official appeal was created, and if your friend has questions or concerns beyond that point, again they will need to be the one to reach back out to support.

As far as the ban itself, once the ToS team has completed multiple reviews and declined to remove a ban, that is final and cannot be changed through any other channels - including the forums.

This section mentioned here "However, the reason they didn't see an email initially would likely be for the reasons they brought up in case 215971985. It looks like there were a couple possible reasons why that was the case, which they discussed with an advisor." does not appear to be accurate. They were never able to speak with any advisor. The only communication received from EA were automated emails about the dispute status, which all stated the same message that the ban would be upheld. The individual attempted to reach out via email, but the only communication they received back was automated messaging saying someone would review the case and files. They attempted to reach out to EA live support, but were always told the same thing "Unfortunately, bans cannot be handled on the forums, as that can only be handled by the EA TOS Team.", which is the same thing that was sent to me when I first opened this discussion.

They were never able to have any live chats or communication. There is no further information displayed when they log on to view the cases. The only emails listed are the automated ones that state the ban will be upheld.

If I provide you with the email address of the individual that owns these banned accounts are you able to provide whatever "advisor discussion" you see?

I have included screenshots from the two cases you sited. This is all the information we are able to see under those cases.

Case number: 216704332

They never received an email right after the ban stating a reason. They only ever received emails from EA after they had attempted to dispute the ban.

Hey milkmaid12​,

What is your friend's EA account name (not email), or one of their case numbers? 

Again, there was NO REASON GIVEN FOR THE BAN. I understand the specifics cannot be shared as it could allow others to find ways to bypass the ban. However, the reason section under the ban case is blank. The email they received about the ban just stated that the account had been banned and nothing else. There was no generic reason listed such as "cheating", "hardware", "violating guidelines", or ANYTHING ELSE. If this is an oversight on your part, then it needs to be delt with, and a reason needs to be provided. I can provide the case numbers or anything else so that you can fix this error on your end. 

Again, if your disputes team are not willing or able to review any evidence submitted by those they are banning, what is the point of having a dispute option? If you truly wish to give people the option to dispute bans and get them lifted, you should at the very least, provide some detail on what you "have in your own records", so those disputing can provide the correct evidence and not waste everyone's time sending mass file dumps. As stated earlier, clearly the dispute option is just for show, or there would be more collaboration between EA and those disputing bans. Remove the dispute option if you continue to intend to ban people without reason and then refuse to work with them to remove said bans. 

Hey milkmaid12​,

Any account action would receive a general reason for the ban, typically in an email to the registered email address. That would include whichever portion of the Rules of Conduct were broken and a few examples of what behavior would fall under that category. If they appealed, the initial response should also contain that information, as those emails can sometimes be caught by spam filters. They may be able to find that reasoning in the prior case history.

What it would not include however, would be things like the names of specific cheat programs if the ban was for cheating, for example. If your friend was wanting that type of exact information then no, I'm afraid that would not be provided. That type of information is extremely valuable to those that would wish to bypass our detection methods.

Appeals would be based on what our Terms of Service team can verify took place using our own records, not submitted video footage. Each appeal is handled by a different member of the ToS team up until a point where they mention not to expect further replies. If an action was not removed, that would mean they found something in our records of the situation to verify the original action was taken correctly. 

They never received an email stating any reason. The official case on their EA account is also blank under the reason field. To make matters worse, their secondary account was banned a couple of days later, again with no reason given. If EA is not going to provide reasoning for bans, and will not even look at any evidence given to prove lack of cheating or suspicious hardware. Why even have a dispute option? You need to provide reasoning for bans because if individuals are not doing anything wrong and get banned, how are they supposed to stop other accounts from getting banned?? Then in the long run, how are they supposed to stop accounts complete IP ban if they have a certain number of accounts get banned? In the disputes that were filed, a reason was requested multiple times, and the response was always the same “we will not provide information at this time”. Again, you’re saying the same thing: “we won’t provide more information”. Most likely because you do not have an actual reason for this ban. 

My suspicion is that because he was able to get into the top 120 in pred and was playing against some well known players, someone specific said something to EA to get him removed. Especially, if EA refuses to provide a ban reason, it has to be for a non legitimate reason. There are people that spend money on this game. Imagine if someone had spent a significant amount of money on an account just to have it taken away for no reason, and EA won’t even take the time to have a discussion or review evidence. You’re stealing and scamming people. 

EA is a joke. Just remove the dispute option if you’re not going to actually provide ban reasoning or actually review anything provided in disputed cases. You’re only leaving as an option to appear like you’re listening to your customers when in fact you couldn’t care less about people.