Forum Discussion

Rising Rookie

1 year ago

Solved

Appeal process question (Suspension)

Hello fellow EA members and moderators, I am having a small difficulty understanding the appeal process on the Support webpage. Indeed, there is a resume button with a body of text which seems a ...

EA_Mako
1 year ago
Completely understandable @Freyouz, we've all been there at some point. Glad to clarify before anything permanent in this case!

Another option to consider is checking in-game for the voice-to-text feature, as that will generate text from the in-game voice chat and may make those situations a bit easier to report if necessary.

Freyouz

Rising Rookie

1 year ago

@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.

Freyouz

Rising Rookie

1 year ago

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.

EA_Mako
Community Manager
1 year ago
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.
Freyouz
Rising Rookie
1 year ago
@EA_Mako I understand and thank you for the reply, Mako.

I'll beg to differ and think there's a difference between an argument and paraphrasing what a person had said on an open mic.

The irony of the story is that the person who reported me might just be the person who is at fault.
EA_Mako
Community Manager
1 year ago
Hi @Freyouz,

They may share fault, but if something inappropriate was sent from your account, you would be held responsible for that portion, regardless of who started it.

The best thing to do in these situations is report and mute, rather than being pulled into it and being penalized alongside them.
Freyouz
Rising Rookie
1 year ago
That is where the problem resides, Mako.

I have skimmed through my emails concerning my own reports towards players (the player we are conversing about is obviously part of them) and have noticed that all my vocal chat encounters involving slander/harassment/self suicide comments are reported back to me as 'clean' and no actions are taken.

I am disappointed in the judgement process because of two reasons:

1. It's second guessing and generalizing individuals
2. A 7day ban for purchasing power, social activities and online gaming is restricted

I find the recourse extreme, especially due to the fact that I don't consider myself entirely at fault.

As of now I have filed a formal complaint, having asked for a full transcript of my text encounter with the individual for context purposes as I find the ruling process too basic in regards to users.

I truly hope to find a solution to this before the 18th, deadline of my 7 day ban.

Once again, this is my first ban/suspension in a game in 25 years of gaming and I'm quite shocked.