Account restored but still banned from EA Online Services

Hi everyone,

I’m having a serious issue with my EA account and Apex Legends.

My main EA account (let’s call it Account A) was compromised around early 2022 and recently restored through EA support. Everything looks normal now — I can log into the EA website and see no ban history or violations.

However, when I try to launch Apex Legends, I get a message saying:

“Your account is restricted from accessing EA online services.”

When I follow the link in that message, it shows violation details for a different EA account (let’s call it Account B). That account name and email are completely different from mine, and it seems to have been permanently banned in 2022.

So right now:

• Account A = no violations, but can’t access EA Online Services
• Account B = permanently banned (not mine)

I believe some internal link (Persona ID or database data) might have been mixed up between the two accounts during the recovery process.

I already contacted EA Help — the normal appeal form does not appear under “My Cases” for Account A, even though it works for the banned Account B. Support said that only the Terms of Service (TOS) team can handle this.

Has anyone experienced something similar before?

And is there any way to make sure the TOS team checks the account link or internal ID mapping again?

Thanks in advance for any advice or guidance.