Forum Discussion

4 years ago

Solved

Account hacked and banned

Hi,

My account was hacked and banned in the beginning of november. I did what EAHELP says and submitted a case. But my case was closed and i got the feedback that after «Thorough investigation» they would not undo the ban. Which to me is very surprising as i have a lot of screenshots from my email. The screenshots show warning emails about suspicious activity and requests to change mye password but i did not see these email before it was too late due to a work trip.

The screenshots even show a case number where EA is HELPING THE HACKER CHANGE MY PASSWORD! I find it incredible that EA does not react when an account has changed their name and language from Norwegian to Chinese! And then submits a case to change a password with no internal alarms on EAs side.

The emails are some in chinese and some in norwegian in case you want to use translate.

Someone please help or tell me what to do here!

EA_Mako
4 years ago
Hey @59600eb6,

I'm afraid we're unable to review any account actions on the forums.

In this case you would need to reach out to our Terms of Service team again to have them take another look over the situation.

You should be able to check your case status here, as if one is showing that it's still in progress then this is still actually under investigation.

Once they finish this additional review they'll reach back out to you. Thanks for the patience while this is being looked into again.

6 Replies

EA_Mako
Community Manager
4 years ago
Hey @59600eb6,

I'm afraid we're unable to review any account actions on the forums.

In this case you would need to reach out to our Terms of Service team again to have them take another look over the situation.

You should be able to check your case status here, as if one is showing that it's still in progress then this is still actually under investigation.

Once they finish this additional review they'll reach back out to you. Thanks for the patience while this is being looked into again.
h7is5sylj
4 years ago
The same thing happened to me as well and I’ve reached out to the ToS team thrice with screenshots and explanations and all I get back is a mail telling me that they don’t care and they won’t help me recover my account I got mails in Chinese that someone requested to change my account’s email, even my username changed into some random crap, they just don’t care. I’m never buying anything from EA ever I’ve learnt my lesson.
My steam account faced the same problem a year back and their team contacted me and recovered my account in literally an hour. The EA just doesn’t care about their customers, as long as they make money they don’t care about anything.
Tradables
4 years ago
@h7is5syljThey wouldn't tell you "They dont care and wont help you"
There will be an underlying reason as to why the account was banned and if its appealable.
Submit a screenshot explaining how they obtained your account, seeing how they had access to your email & origin password.
Some information had to have been shared or leaked by some sort.

Submit an appeal, explain the situation in detail, as much detail as possible on how this may had happened. and wait for an appropriate response using the links EA_Mako posted.
59600eb6
4 years ago
Well after doing exactly what you just explained multiple times. I am now getting an auto-reply saying EA will no longer answer my appeals. Chatting with customer service about this they basically told me to give up and that my account will be lost forever. So yeah they are telling us users that they legitimately do not care about their customers who have spent thousands on their games and had their account for years. Amazing...
hfjhu4cgt
3 years ago
@59600eb6 did you get any help they did the same thing to me back in november and said the same things
59600eb6
3 years ago
Nope, still banned with no hope og getting it unbanned.