Banned because of a hacker after EA Support helped me recover it
Hi everyone, I am posting here because I am extremely frustrated and have run out of options with the automated customer support. Recently, my EA/Apex Legends account was hacked. I immediately contacted EA Support, and they officially verified the compromise and helped me recover my account. However, during the period the hacker had control, they used cheats which triggered a permanent ban on my account. I appealed the ban, explaining that the violation occurred while the account was out of my control (which EA's own recovery logs prove). Sadly, I just received an automated refusal stating the penalty was applied correctly. How is it fair to punish the victim of a hack for the hacker's actions? I had zero authority over my account due to a security breach. I kindly request a Community Manager or a moderator here to please look into my case and escalate it to a real human in the Terms of Service (ToS) team who can actually check the login IPs and recovery timestamps. Thank you.
Hey man9x_x,
Glad to hear that you were able to recover your account! Hopefully, you've had the chance to go through these account security steps as well.
Regarding the account action, I'm sorry to say we aren't able to support or escalate your appeal here on the forums. If you feel that an action was placed on your account incorrectly, you'll need to continue following these steps to create an appeal so our Terms of Service team can take another look. These reviews are conducted manually by a human, and aren't automated, though the template responses can understandably create that effect.
If you've received an appeal-declined message, it means the team has found evidence supporting the ban. In that case, feel free to gather what evidence you can find and appeal again. As long as the team doesn't respond with a message stating they consider the decision final, you'll still have an opportunity to appeal.
Once that appeal is created, please keep an eye on your case history page, and the ToS team will reach out via email once that review is complete. Thanks!
