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Sniperclub001's avatar
Sniperclub001
4 years ago

Working with the TOS Team/Advisors is an absolute terror.

Can we all talk for a moment about how EA's Help/Advisor service is an absolute sham in regards to sanctions?

 

Asking advisors if my account is compromised: No, it is not.

Downloading my AccountData.JSON: Oh, yeah that's compromised. There's only 8 successful logins from my own IP and over 100 successful logins from every other country with Internet access.

 

Asking for literally any information regarding my account sanction to the TOS team: Sorry, we investigated your case and will not remove the sanction.

When did I even ask for an investigation at this point? I just want to figure out why the hell I'm banned if it's not because I was hacked. I provided more than enough evidence regarding nonstop recordings of any "sketchy" games I've ever had. I've shown my account was compromised MYSELF after downloading account data. but who cares.

 

Someone said to try requesting SAR data, rather than using account data. I don't truly know if this is different yet, but I've tried requesting it around 3 times now, with literally no response on this information at all. They've changed that case to be a "duplicate case" 3 times at this point. Each time they just go "sorry for marking that wrong, you want your SAR data correct?" to which I reply, yes, give me my damn DATA. Then it gets marked as a duplicate AGAIN.

 

I understand that the running gag behind EA's service is that it's never great. But this is an absolute joke. If you're going to outsource your tech support create a system that everyone can actually work with. You can't tell me Advisors have 0 way of contacting the TOS team, and that absolutely no consumer can contact them outside of email either. The employees act more like robots than actual robots do.

 

Yes, I know I can't dispute bans here. That's not what I'm attempting to do.

I've tried submitting a formal complaint, where I've been told by others that they went to advisor in chat in order to do so, which the Advisor instantly told me "sorry, you can't do that". Everyone tells me different information. I wasn't hacked. Oh, maybe I was. Alright, I'll forward that to the TOS team. 1 hour later, I get the exact same automated reply from the TOS team about not investigating the issue anymore.

 

There is absolutely nothing at this point that warrants me using an EA service again. Advisors are completely incapable of providing the proper support. Cases are mismanaged to high hell. The TOS team couldn't solve a damn captcha let alone help you in the case of a sanction on your account. 

 

Why is this whole service behind EA Help so unbelievably frustrating?

discussion

5 Replies

  • LaughingSharko's avatar
    LaughingSharko
    4 years ago

    @Sniperclub001So. Let me ask you which of these scenarios is more probable.

    1. You only played Apex 8 times. People from countless other countries conspired against you and played Apex 100 times from your account which has nothing of value instead of simply creating their own free account. And you didn't notice any of those 100 logins, ever.

    2. You have a VPN.

    Edit: And... after looking at your screenshot. Let me add how amazing it is that all of these "hackers" didn't actually play a single match! They simply logged into Apex for 1 minute and then let other hackers take over from a different country for another 1 minute and so on! On the same day! Wow! What a coincidence!

  • Sniperclub001's avatar
    Sniperclub001
    4 years ago

    @LaughingSharko
    Obviously a VPN sounds more likely, but why would I swap countries literally every 10 seconds on a VPN? Log out, then log back into the game to play? I've never been a high ping player and I only have played ranked in duo/trio with the same 2 friends the entire time I've played Apex for the past season. I don't personally know the benefits of using a VPN from an Apex standpoint as someone who used to play mainly Siege or CS (whereas CS high ping is horrific while in siege it's an advantage). I don't know which range Apex falls on.
    I know that a vast majority of these logins aren't even playing Apex, they're just bots searching for a free credit card to bill.

    That point aside, why would advisors who supposedly have this information try to tell me that my account isn't compromised despite seeing this?

    Edit: After going through your profile it seems you're more of a "cheater hunter" just trying to go after toddlers despite being a Guide rank as a hobby I suppose though, so asking you for any help probably wouldn't be that useful anyways.

  • LaughingSharko's avatar
    LaughingSharko
    4 years ago
    @Sniperclub001 Why would hackers do it?

    I know why someone who is cheating would do it. They would try to create a false story of "I was hacked" by logging in and out repeatedly and changing the location of their VPN. Unfortunately, this brilliant person would obviously not realize that there are time stamps that show each successful login as being just 40 seconds apart. This person might even then try to post a screenshot of these insane logs as proof of their innocence.

    Advisors experienced in this would obviously not fall for such a laughably halfwitted plan.
  • Sniperclub001's avatar
    Sniperclub001
    4 years ago

    @LaughingSharko 

    And I completely understand why you would obviously go witch hunting, because proving yourself innocent after already being judged is difficult.

    These were the earliest successful logins that were outside my IP, my ban happened on the 23rd. The logins started spiking between the 17th and the 22nd, one Advisor had said they saw a single login to my account outside my IP after my sanction was administered. That said, I have never used a VPN before, I'm not a content creator and have no purpose hiding my IP. I've never been banned on any other game before, it's on my main steam account, I've been signed up for EA/Origin on my account according to my data literally since 

    "Date_Created": "2011-01-15T07:04Z"

    I think the belief within that much time without EVER changing my password or adding 2Fac that I could easily have been compromised over the course of 10 years with no password changes.

    edit: grammatical mistake

  • EA_Atic's avatar
    EA_Atic
    Icon for DICE Team rankDICE Team
    4 years ago

    Sorry to hear about your experience with EA support and ToS team but unfortunately due the nature of the issues you are having, EA Support or ToS are the only ones you need to be contact with. @Sniperclub001 

    There is nothing we can help with on the forums on the subject. 

    Can recommend reach out to our EA Support team on Twitter.

    Closing down the topic as the forums is not the place for conversation.

    /Atic 

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