Account was stolen, APEX was banned but TOS team rejected my appeal.
Dear EA consultant, this problem may be very complicated, please check my content below carefully in the expert team of the forum, there is no way to solve the problem I am currently encountering. Hello everyone, I am Zhao Zehao. I got back my hacked EA account through EA Advisor on February 17, 2023. When I checked the account ban, I saw that my APEX was banned, but when I appealed to me, my APEX was banned. The TOS team rejected my appeal ten times. I appealed to the EA consultant ten times and the TOS team still rejected me after receiving the case.
I first got back my initial hacked email on 02/17/2023 due to the fact that my Google email address when registering with EA was hacked. Then I got back my hacked EA account through EA advisor. But when I logged into my EA account, I found out that there is a ban on my APEX. I have a lot of people on my EA account that I don't know and I've deleted them. In the EA personal center data, I found that many IPs come from Hebei Province, China. But I have not been to Hebei Province, China. I often play games in Guangdong and Hubei provinces in China. I have described to the best of my ability all the injustices I encountered.
I have complained to the TOS team many times, but the TOS team has always ignored it. Obviously, this violates the principles of fairness and justice of the game and abandons our loyal gamers. I strongly urge the EATOS team to reopen the investigation into my account and return my innocence. Because I didn't know what malicious things the hacker did to my account until I retrieved it, it became what it is now. I don't want to get a mechanical response from TOS with the same content every time. The investigation was terminated without investigating why. As an innocent player whose account was hacked, the EATOS team will not investigate the information about my account being stolen and will not help me. And just now, an EA consultant told me that he would unlock it for me and told me that I would get an email to reset the account password to activate the account. The case number for the EA consultant who helped me is: #136696055. But the TOS team still refused to lift the ban and responded mechanically to my emails. I've spent a lot of time dealing with this and now I'm pissed off. If the TOS team doesn't re-investigate my account, I'll keep complaining, which I'm sure every innocent player does.
The EA advisor told me it would help me prioritize my case when I appealed, but that didn't work for me. The TOS team kept rejecting me on the basis that they had done all their investigations, but they had no idea that the person they were rejecting was a hacker. I have described the above situation to the EA consultant in detail, and the EA consultant also helped me with the upgrade case, but it didn't have any effect.
I now demand that EA immediately lift my APEX ban and give me a fair and reasonable outcome.
Unfortunately the EA staff who work here on AHQ cannot help directly with account-related issues, such as bans, only the TOS team can help you.
Tbh it seems like you have exhausted the appeals process and the ban is permanent.
If you feel you have been incorrectly banned, the only thing you can do, which you have done, is to dispute any action taken against your EA account by following the steps in this article:
https://help.ea.com/en/help/account/information-about-banned-or-suspended-accounts/
