Forum Discussion

Seasoned Newcomer

7 days ago

Solved

CM's advice locked my ban appeals forever with no human review!

Hi forum administrators,

I am writing this to report a severe issue regarding how my account ban appeal was handled and the false guidance provided by Community Manager @EA_mplsnow.

A few days ago, EA_mplsnow told me to submit a web appeal, claiming: "In this case, you can always provide any proof... and appeal again." (Screenshot attached).

I followed this advice exactly. However, on July 17, my case (#249966793) was instantly denied by the automated system, and my account's appeal option was permanently locked with the message: "You've reached the limit of appeals and you're no longer able to reappeal." (Screenshot attached).

Right after giving me this false hope, the CM locked my thread, preventing me from replying or seeking actual help.

The official web portal is locked, and the CM's promised "human review" never happened. Since your staff gave me wrong instructions that led to my permanent lockout from the support system, I demand a Senior Community Lead or ToS Supervisor to manually look into this.

My EA ID: gcawatw

Case #249966793

Please do not just lock this thread again. I need a real human to address this mistake.

anticheat

EA_Mako
4 days ago
Hey gcawatw,

If the appeal limit was reached, that would be due purely to the number of appeals that have already been filed. That would have no bearing on whether you were told by a CM to appeal again or not.

While you're welcome to include clarifying details when you appeal, ultimately our Terms of Service team bases their decision on what they are able to verify within our own records and tools. While you're able to provide other information or details, if those are at odds with what our records indicate, the ban would still remain in place. No chances have been taken from you, each appeal is reviewed independently up until a point where you've reached the limit - which is where we're at now.

This is not due to any instructions you were provided, but simply the number of appeals you've created. Their decisions again are based on their records, not what information you've included. There would not be a scenario where making a different argument results in the ban being removed if our records have indicated each time that the initial action was taken correctly.

As you've reached the appeal limit, that means this account and the action placed on it have received multiple (manual) reviews by different members of the Terms of Service team. Once they've completed multiple reviews and declined to remove the penalty, that will be final and cannot be changed here or through other channels, regardless of your reasons for appealing.

Locking the thread here as this is not something we're able to change or assist with further. Feel free to DM me if you have a follow-up question, but note that will not result in additional appeals or escalations. Please do not make additional threads on this as they may be considered spam, thank you.

4 Replies

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EA_Salmon
Community Manager
7 days ago
Hi gcawatw,

Sorry to hear you’ve been dealing with this, and I understand why you feel frustrated by the situation.

Unfortunately, bans and appeals can’t be reviewed or handled here on the forums, and we’re also not able to override appeal limits or reopen closed appeal routes from the community side.

I understand why this feels especially disappointing if you submitted another appeal hoping for a different outcome. However, if the system is now showing that the appeal limit has been reached, then I’m sorry to say that this may be the final result on the account.

Sorry again that you’re in this position.
Midnight9746
Hero+
7 days ago
gcawatw wrote:
the CM locked my thread, preventing me from replying or seeking actual help.

gcawatw Your thread was merged here:

What to do if your Apex Legends account got banned or suspended | EA Forums

Which was locked as a newer, updated "what to do" thread was created:

How to get help with Apex Legends account bans and suspensions | EA Forums

gcawatw wrote:
The official web portal is locked, and the CM's promised "human review" never happened. Since your staff gave me wrong instructions that led to my permanent lockout from the support system, I demand a Senior Community Lead or ToS Supervisor to manually look into this.

As for this, each appeal is manually reviewed by a real person, (and like what EA_Salmon had said, bans cannot be handled here on the forums).

Also, if you are unable to create another appeal, then that does sadly mean that the ban was deemed valid and will be upheld, (which the outcome of that decision cannot be changed here).

Note: I do not work for EA or for Respawn, I am a volunteer.

The EA Community Superuser Program
gcawatw
Seasoned Newcomer
6 days ago
Hey EA_Salmon ,

Thank you for your reply, but I cannot accept this explanation. This is not just a standard system limit issue; this is a severe case of official staff giving false instructions that directly caused the loss of my consumer rights.

Please look at the timeline:

EA_mplsnow explicitly told me on this forum: "You can always provide any evidence you have... and appeal again."

I followed that exact official guidance, only to have the automated system instantly deny it and permanently lock my account from ever appealing again.

If the system has an appeal limit, why did your official Community Manager misinform me and trick me into using my very last chance, knowing it would lock me out forever?

Your team gave false advice that destroyed my only channel to contact the ToS team. Now, you are using "system limits" as an excuse to avoid responsibility for your staff's mistake.

Since @EA_mplsnow's incorrect instructions caused this lock, it is your team's responsibility to fix it. I request a Senior Community Lead or Forum Supervisor to manually escalate this case internally to the Terms of Service team to unlock my case. This cannot be the final result based on a mistake made by EA's own staff.
EA_Mako
Community Manager
4 days ago
Hey gcawatw,

If the appeal limit was reached, that would be due purely to the number of appeals that have already been filed. That would have no bearing on whether you were told by a CM to appeal again or not.

While you're welcome to include clarifying details when you appeal, ultimately our Terms of Service team bases their decision on what they are able to verify within our own records and tools. While you're able to provide other information or details, if those are at odds with what our records indicate, the ban would still remain in place. No chances have been taken from you, each appeal is reviewed independently up until a point where you've reached the limit - which is where we're at now.

This is not due to any instructions you were provided, but simply the number of appeals you've created. Their decisions again are based on their records, not what information you've included. There would not be a scenario where making a different argument results in the ban being removed if our records have indicated each time that the initial action was taken correctly.

As you've reached the appeal limit, that means this account and the action placed on it have received multiple (manual) reviews by different members of the Terms of Service team. Once they've completed multiple reviews and declined to remove the penalty, that will be final and cannot be changed here or through other channels, regardless of your reasons for appealing.

Locking the thread here as this is not something we're able to change or assist with further. Feel free to DM me if you have a follow-up question, but note that will not result in additional appeals or escalations. Please do not make additional threads on this as they may be considered spam, thank you.