Appeal process question (Suspension)

Hey @Freyouz,

If you've put in an appeal using these steps and categories, you shouldn't need to resume the case. That's more of a general option for cases in general rather than anything specific to an appeal. 

Once the appeal's been put in, our Terms of Service team will review what was actioned and will reach back out via email to let you know the result. You can keep an eye on the case history page as well as that should update once they've completed the investigation.

While I can definitely understand where you're coming from in repeating something someone said back to them rather than intending it as an insult, these are typically going to come down to whether whatever message was posted from your account was inappropriate or not, regardless of who said something first.

Generally if something inappropriate was mentioned and both sides were reported, both would be actioned for it, not just the instigator. The appeals aren't really a system to try and make a judgement call about a discussion or interaction, but more to double-check whether the chat that resulted in an action was a violation of our Rules of Conduct.

To that end it's usually best, as you mentioned, to mute those trying to start something rather than engaging with them. I would highly recommend reporting them as well before doing so however, or you can always use these reporting steps (Other Options > EA Help) if you don't get a chance to do so in-game. That way you're not placing your own account at risk and we can take a look at the other account instead.

As long as the appeal was put in with the steps linked above, you should be hearing back shortly. Thanks for the patience in the meantime!

@EA_MakoHi again,

I think I've found something a bit strange with the suspension process.

I wrote an appeal on the support page and I obviously had to backtrack and explain what happened on my side of the story.

I quoted myself with the snippet during the explanation and apparently that has been flagged as well/declined?

The action pertains to the following violation:
[VIOLATIONDESCRIPTION]

My intention was just to explain, not to blatantly say it.
Is this appeal process managed by employees or an automated service? I'm a bit stumped as I can't play any online games via the application for another week?

This is my first in game social ban in over 30 years of gaming, I'm a bit worried.

Hey @Freyouz,

All appeals are reviewed by actual members of our Terms of Service team. 

This isn't an additional action or flag for your message, it just looks like they hadn't included the description in the reply itself.

If you have the option to leave feedback from your Case History page that may be worth checking, but you're also welcome to submit an additional appeal so a different member of the ToS team will review the situation.

@EA_MakoThank you for your reply.

I have asked for an escalation procedure in hopes of accessing a live chat with an employee to resolve this issue as quickly as possible as there is no option to give feedback, no email possibilities and the phone number for France/Swiss clients does not function.

I've exhausted my options and am now waiting on the company's follow up for the issue.

PS: No reply from EAhelp on facebook either.

Have a good afternoon.

Still awaiting a reply or means to communicate with someone in the terms of service department.
I must say, I'm quite disappointed with what I believe to be an erroneous suspension.

Hey @Freyouz,

You're welcome to submit an additional appeal, but aside from that there is not a means to speak directly with the Terms of Service team.

They review appeals based on whether the chat was a violation of our Rules of Conduct, not based on who instigated an argument, for example. They're not arbiters to decide on the right/wrong person in an interaction, just whether the reported content was in violation of the Rules of Conduct.