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julehmeh's avatar
julehmeh
4 years ago
Solved

EA PLEASE HELP. WRONGFUL BAN

EA PLEASE HELP my partner was banned yesterday. He put in an appeal as you’ve instructed many others to do. You wrote an email back to him saying he was rightfully banned.  He has never once ch...
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  • EA_Lanna's avatar
    EA_Lanna
    4 years ago

    Hi @julehmeh, 

    I appreciate you reaching out to us, but I'm afraid we can't assist with account bans here on Answers HQ. It would be up to the Terms of Service team to review the account and see if the ban was mistakenly added/the rules weren't broken. 

    If they determined that the ban should remain in place, that means the rules were confirmed as broken during their investigation and the account will stay banned accordingly. 

    - EA_Lanna

julehmeh's avatar
julehmeh
4 years ago

Is there a way to call customer support? The email was very auto generated. Makes it seem like no one reviewed what’s going on. Especially since it was sent only a couple hours after we sent the appeal to the TOS team. 

He’s never done anything that would flag the account as acting against the rules. 

If we can’t get the account unbanned, is there a way for any of the money he’s invested into this game to be refunded? He just put in $50 3 days before he got banned for no reason. 

EA_Lanna's avatar
EA_Lanna
Icon for Community Manager rankCommunity Manager
4 years ago

Hi @julehmeh, 

At the moment, the only avenue to connecting with the Terms of Service team is through filling out the webform. The customer support team wouldn't be able to help overturn a ban, they don't handle ban cases and can only really advise you to contact the Terms of Service team, as I have. They've shared this here in the EA Help article: How EA bans and suspensions work

@EA_Help wrote:

We're happy to help you with your games and other questions when you call or chat with us. But the team that helps with banned and suspended accounts only works via email. By submitting this webform, your case will be with the team that specifically works on account bans and suspensions. 

On Refunds, according to this EA Help article, one would only be eligible for a refund on a full EA game purchase (an EA base game on PC or Mac made within Origin) within 24hrs after first launching the game or 14 days after purchase of the game if the game has not been launched (there's a pre-order specific one too). Outside of this, players would not be eligible for a refund. 

- EA_Lanna

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