Hi everyone,

I am writing this post to share my experience regarding a permanent ban on my Apex Legends account and to hopefully get some guidance on how to actually communicate with the Terms of Service (ToS) team.

The Situation

As you can see from the first image I’ve attached, my account was permanently banned on May 5, 2026. The reason cited was "Gameplay enhancement." According to the notice, this refers to using unauthorized methods to improve in-game performance, such as weapon or movement enhancements.

I want to state this as clearly and firmly as possible: I have never used any third-party software, scripts, or tools to gain an unfair advantage in Apex Legends. I play the game fairly, and this accusation is completely baseless.

Of course, I realize that saying this to a support agent probably feels like shouting into a void. At the end of the day, EA holds all the cards, and they seem to prefer their "guilty until proven guilty" approach over actual investigation.

The Problem with "Vague" Notifications

The ban notification itself is essentially meaningless. "Gameplay enhancement" is a massive umbrella term. It doesn't tell me what triggered the flag—was it a specific software conflict? A peripheral driver? A server-side glitch? By providing zero specifics, EA makes it impossible for a legitimate player to even understand what they are being accused of, let alone defend themselves.

The "Wall" of Automated Responses

I have already submitted two formal appeals to the ToS team. Each time, I received the exact same "canned" response (shown in the second image). It states that they "carefully reviewed" the case and "confirmed" the penalty was applied correctly.

There was no human dialogue. No request for my DxDiag logs. No questions about my hardware. No opportunity for me to provide evidence to prove my innocence. It’s just a closed loop of automated "No's."

A Question for the Community and Mods

I understand that forum moderators and standard customer service agents do not have the power to overturn ToS decisions or lift bans. However, I am looking for advice:

What information or specific documentation can I provide in an appeal to actually get a human at the ToS team to listen? If they won't tell me what the "evidence" against me is, how am I supposed to prove a negative?

Final Thoughts

To be honest, I am deeply disappointed in EA. The lack of transparency and the refusal to engage in a genuine review process is a testament to how broken this system is. It’s a cynical, "guilt-by-algorithm" machine that doesn't care about the individual players who have invested time and money into the game.

It is truly ironic that a company that preaches a "Positive Play Charter" treats its community with such cold, systematic indifference when an error occurs.

Thanks for reading.