Hi So my issue right now is that i got banned. yet the day before i contacted EA support and told them hey my account has had some weird activitiy on it. ive changed my password and eveything but i just want you to check if its okay. got told twice its okay and to not worry. the next day i wake up and i got a ban over some chat log i didnt do.After contacting them multiple times explaining the situation. providing evidence that there were log ins from places ive never been and dont live. i am now bombarded everytime with practically " yea so thats your fault we investigated we dont agree make a new account and spend money byeeee" What is this customer support. im reading so many posts that people have issues with them and that they are incredibly rude and helpless. how can a big company like this be so absolutely useless at providing any sort of customer support? is there any other way i can go about this? if i cant even get my account back can i ask them to delete it or get rid of the email on it? seeing as i only have 1 email id rather not have it stuck to that account

@AnonymousAs a former 'Champion' I can tell you that EA staff are really nice people. They are clever and knowledgeable and the whole customer facing thing is run to a very high standard. I'm sure mistakes are made here and there and everyone's entitled to a bad day, but they are actually very professional indeed.It's a tough job and definitely not for people like you, who can't seem to stop themselves coming to the forums in droves telling tall stories about staff being rude, or being hacked, or a little brother using cheats on their computer, or some story about an internet café. Most of us learn to stop lying and blaming other people while we're still toddlers but some slip through the net and make a career out of it. But you don't have to be one of those.The best thing you could do now, is to admit your mistake, apologise and move on.

@AnonymousHey there, if they found suspicious activity on the account then their data shows this.Ultimately it is on the account holder to ensure their account is fully secured. They have many measures in place to ensure accounts can not be accessed with 2 step activated. For my account even if i log in on a new pc laptop as example while traveling to families houses it will not even let me log in without me physically clicking a link forwarded to my phone saying yes its me logging in.If that had been enabled this potentially would not have happened. I am sorry it did happen to you but overall the account holder is responsible for that account. While it may not have been you who did the actions to warrant a ban the account itself is in violation of the ToS players click i accept to when creating an account.Here is some information on enabling 2 step. https://help.ea.com/en/help/account/ea-login-verification-information/

@BigMacAttack8u I don't think you understand that the "benefit of the doubt" doesn't extend to those who have already been proven to have broken the rules, are now banned and their appeal rejected. All doubt is removed by this point.But since you are obviously a helpful forum user, I will extend to you the benefit of the doubt and simply give you a bit of advice. Don't let people take you for a mug.

Hello, everyone. As @E9ine_AC mentioned, the account holder needs to make sure their account is fully secured as you are responsible for whatever actions take place on it. If you suspect your account has been hacked, the article here has more information on securing it as well as contacting an advisor for assistance. When it comes to banned accounts, we're not able to help with those over Answers HQ. The article here will provide more details as well as instructions for submitting a dispute.

I suppose reading comprehension isnt something everyone has. I mentioned ive tried to show them evidence etc. Ive been very civil but i keep getting automated responses back. Which is just rude. And what does the job not being for me have to do with anything? Useless info you can just leave out. Maybe then your reply wouldnt have been a paragraph where you couldve left half of it out and still have the same message. i read alot of posts of bad experiences with them so i suppose its not just a bad day.

EA support being incredibly rude and shooing me off.

14 Replies

warslag
3 years ago
@AnonymousAs a former 'Champion' I can tell you that EA staff are really nice people. They are clever and knowledgeable and the whole customer facing thing is run to a very high standard. I'm sure mistakes are made here and there and everyone's entitled to a bad day, but they are actually very professional indeed.
It's a tough job and definitely not for people like you, who can't seem to stop themselves coming to the forums in droves telling tall stories about staff being rude, or being hacked, or a little brother using cheats on their computer, or some story about an internet café. Most of us learn to stop lying and blaming other people while we're still toddlers but some slip through the net and make a career out of it. But you don't have to be one of those.
The best thing you could do now, is to admit your mistake, apologise and move on.
Anonymous
3 years ago
I suppose reading comprehension isnt something everyone has. I mentioned ive tried to show them evidence etc. Ive been very civil but i keep getting automated responses back. Which is just rude. And what does the job not being for me have to do with anything? Useless info you can just leave out. Maybe then your reply wouldnt have been a paragraph where you couldve left half of it out and still have the same message.
i read alot of posts of bad experiences with them so i suppose its not just a bad day.
DevenyiTibibacs
3 years ago
It is the Terms of Service team that is impossible to talk with. They banned my other account as well. I have asked them if they could unlink it from other platforms like Steam and Xbox... and they just keep sending me the same generic pre-written bullsh*t answer like: "We have investigated your matter and decided not to lift the ban from your account."
I never wanted them to unban my account, I wanted them to unlink my account from other services EA has nothing to do with.
Ridiculous... they deserve to get sued because violating our GDPR rights and keep storing our e-mail address against our wills.
BigMacAttack8u
Seasoned Ace
3 years ago
@Anonymous There are no automated response, that being said, I do not agree with @warslag I would prefer to give everyone the benefit of the doubt. I would like to help you in any way possible, I can even help you format your appeals so you are providing the necessary information in a clear way. The team reviewing your appeals have to do that all day, so the likely stick to a basic response of the info isn’t there, or isn’t direct. Here’s what I would

recommend:
Hello! My account has been banned for cheating, but there was suspicious activity in it that I had reported yesterday. I Believed my account was compromised and changed my passwords. I was wondering if I could get my account unbanned, as the person hacking it can’t cheat on it anymore. I can provide proof of my contact before if it’s necessary. Thanks!

Something kind like that that gets to the information and lays out the situation clearly should get a better response. Add more information as you see fit. If you need any more help, just tag me in this thread or DM me.
warslag
3 years ago
@BigMacAttack8u I don't think you understand that the "benefit of the doubt" doesn't extend to those who have already been proven to have broken the rules, are now banned and their appeal rejected. All doubt is removed by this point.

But since you are obviously a helpful forum user, I will extend to you the benefit of the doubt and simply give you a bit of advice. Don't let people take you for a mug.
BigMacAttack8u
Seasoned Ace
3 years ago
@warslag Just becase a decision was made, does not mean it was the right one, thats way appeals exist, and why you get 3. Humans have proven time and again that they will always make mistakes before taking the right path. Say @Anonymous did actually cheat (not saying they did), but we gave them the benefit of the doubt and unbanned them, there are two possibilities:
They don’t cheat again, learning from their mistake.
Or,
They go right back to cheating.
In the latter, we have a problem, and they just get banned permanently, no appeals.
In the former, we have given someone the opportunity the to improve and learn, and they took it. If we can give someone the opportunity to make better decisions, then we can slowly make the world (or the game in this context) a bit better. Giving someone the benefit of the doubt is almost always worth it 🙂

“Hate cannot drive out hate; only love can do that” -Dr. Martin Luther King, Jr.
hayhor
Hero
3 years ago
@Anonymous Hello. Unfortunately there is nothing CMs on here can do for you. Bans are handled by TOS.
Anonymous
3 years ago
Yea wel the TOS team have decided to ignore me. So great customer service
XHelperZ
Hero+
3 years ago
@Anonymous
Well, you did receive a response that said that they've investigated the matter but have decided to uphold the account action, don't think that really counts as ignoring.
Though I just need to know something, do you play on Linux or the steam deck?
Anonymous
3 years ago
Nope just on windows