Forum Discussion

tokyohotqzx's avatar
tokyohotqzx
2 years ago
Solved

ban

I'm sure I didn't open the account, but the customer service staff assured me they'd look into it. As a result of their investigation, I was accused of cheating, even though I never accessed the acco...
  • EA_Lanna's avatar
    EA_Lanna
    2 years ago

    Hi @tokyohotqzx, 

    Oh dear! I'm so sorry to hear you've had that experience and I can understand why you'd be upset. I can only apologise on behalf of the support team if that was an exchange you had.

    Just to clarify, the customer support would not equipped to deal with ban cases either. Our Terms of Service team is the only one that can look into this matter for you. I understand that you've already been in touch with them, but if you have any new information that could be helpful to your case, I'd encourage you to reach out to them again through the webform. I realize this may be frustrating to hear, especially if the outcome remains the same but if there's a chance there's been a mistake, having another look at the ban should mean it'll be caught. The Terms of Service team does overturn bans when there's been a mix-up. It's rare but it does happen, so it's worth another appeal.

    - EA_Lanna

tokyohotqzx's avatar
tokyohotqzx
2 years ago

I want to know how I can get in touch with customer service again, I hope to get helpful help, they arrogantly cut off my communication here and also branded me a cheater, which is very upsetting.

EA_Lanna's avatar
EA_Lanna
Icon for Community Manager rankCommunity Manager
2 years ago

Hi @tokyohotqzx, 

Oh dear! I'm so sorry to hear you've had that experience and I can understand why you'd be upset. I can only apologise on behalf of the support team if that was an exchange you had.

Just to clarify, the customer support would not equipped to deal with ban cases either. Our Terms of Service team is the only one that can look into this matter for you. I understand that you've already been in touch with them, but if you have any new information that could be helpful to your case, I'd encourage you to reach out to them again through the webform. I realize this may be frustrating to hear, especially if the outcome remains the same but if there's a chance there's been a mistake, having another look at the ban should mean it'll be caught. The Terms of Service team does overturn bans when there's been a mix-up. It's rare but it does happen, so it's worth another appeal.

- EA_Lanna