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hotsacklunch's avatar
hotsacklunch
9 months ago

Cases not Appearing on "My Cases" despite multiple appeals

No cases showing despite multiple appeals - I've sent in an appeal, but it never shows up on "My cases" tab. Have sent in more than one, but again, no cases have appeared on the EA website, is there ...
hotsacklunch's avatar
hotsacklunch
9 months ago
@EA_Lanna Hi Lanna,
I reached out to the Help Team via the "Dispute" tab under "Bans/Suspensions", I've been able to type in my appeals and all that, but when they tell me to check the "My cases" tab, it doesn't show up there? Not too sure how/what else to do
EA_Lanna's avatar
EA_Lanna
Icon for Community Manager rankCommunity Manager
9 months ago

Thanks @hotsacklunch, 

Ok, I've got a few questions to help me understand where the issue might be. The steps to appeal a ban is to contact Terms of Service here, fill out the webform, and select Send. If you've been following those steps to appeal a ban, could you please answer these questions in your reply?

  • Are you logged in when filling out the webform? 
  • After filling in the details on the webform, have you been able to select Send? Is the Send button clickable for you or greyed out
    Spoiler
      • If yes, what happens next? Does the page update with a confirmation message? Does it redirect you to the homepage? 

     - EA_Lanna

  • hotsacklunch's avatar
    hotsacklunch
    9 months ago

    Hi Lanna,

    ⚽ - Yes! I'm logged in when I send in these appeals

    🏈 - The details in the webform simply include my First and Last name, and my email - followed by the topic of appeal and the actual appeal itself. I am able to click send

     Regarding the sending, however, when they say I've sent it, it doesn't appear on the "My cases" page and it'll tell me something along the lines of "Need help? Submit an appeal here". So no actual appeals actually show up, and I'm not sure if they are actually being received. I appreciate your fast replies a lot, thank you!

    • EA_Lanna's avatar
      EA_Lanna
      Icon for Community Manager rankCommunity Manager
      9 months ago

      Hi @hotsacklunch, 

      Thanks for answering those questions. I suspect there might be a bug causing the EA Help site to act up for you but just in case, let's try some troubleshooting. Could you try the following steps please: 

      • If you are on mobile, switch to PC to submit the ticket or vice versa
      • Clear the browsers cache and cookies, fully close all browser windows and then try again
      • Test it off of a different search engine (so if you're on Google Chrome, try Firefox to see if you can submit a ticket that way)
      • It's no harm trying a clean boot to see if you see the same issue after either:  https://help.ea.com/en-in/help/faq/how-to-clean-boot-your-pc/

      Let me know if the troubleshooting works for you. If not, there's one more thing I can think of to try.

      - EA_Lanna

    • EA_Lanna's avatar
      EA_Lanna
      Icon for Community Manager rankCommunity Manager
      9 months ago
      Hey @hotsacklunch,

      How did you get on with those troubleshooting steps? Were you able to send in a case to the support team?

      - EA_Lanna
      • montmaster645's avatar
        montmaster645
        9 months ago

        I have had similar problems.  I cannot raise a dispute, my only option is to send an email which generates new cases rather than a dispute.  When I point this out the only response I have received was to raise a dispute.  EA banned us wrongful twice as there is some issue with how online use in aircraft is interpreted by the company. I even sent a walkthrough of the issue and nothing was done.  EA's responses to me were highly victim blaming/shaming.  As the pre-release date has passed and EA failed to address the issues at all, I am proceeding to legal processes, I had enough.

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