Bring back human support
Hi EA,
I’m reaching out after multiple failed attempts to resolve this through your support system & and even your twitter account, but to no success.
I was targeted by hackers and ended up that my account was confirmed as compromised, and EA helped me recover it. During that time, a third party - the ones whom stole my account, had full control and used my account to carry out unauthorized and prohibited activity - Cheating, for what i was told & bad behaviour.
This activity did not originate from me, and it should be clearly visible in your data that the account was accessed from a different location and device than my normal usage. My in-game name is even "FriendlySoloQBot", as i am a pathfinder main.
I have more than 2000+ hours in Apex legends and always end up coming back after havent touched it for a while, as it will still be my favourite fps game, and i have even spend several thousands euro's on cosmetics and what not.
But despite this, my appeals have only received what appear to be automated responses that do not address these facts - which seems highly that it's an ai loop response. I need a human to understand the facts of this case and how severe it is for such a big fan as i am. I am one of your most loyal players and it seems i'm being treated as a spam message, and not taken seriously, sucks. all that time and money spend on a game that i lose so easily to some loser whom can't win without ruining it for other people.
It is very frustrating that confirmed unauthorized access is not being properly considered.
I am asking for this case to be escalated and reviewed manually with attention to login/IP history or in general, just taken seriously.
Thank you.
Hey friendlysoloqbot,
We do not use AI or automated support or responses to appeals. The Terms of Service team that investigates all appeals is fully human, though they'll often use templates when sending a response to keep the information provided consistent with others in that particular situation.
The Twitter account does not offer support I'm afraid, so the best and only route to have a ban investigated would be through this appeals process. You're welcome to send another appeal to have a different member of the ToS team take another look. Other access can certainly be taken into account, but isn't always the sole factor.
I'm not able to see or provide specific details about this particular ban, but please be sure you're submitting an appeal with the steps above rather than just contacting standard support and the ToS team will be able to take another look at the situation.
