Complaint Regarding EA TOS Team's Refusal to Disclose Account Ban Reasons

Question

Dear Head of EA Customer Service Management Department,I am writing this letter with immense anger and disappointment to strongly protest the extremely irresponsible behavior of your company's TOS (Terms of Service) team regarding account bans. Their disregard for players' right to information has seriously violated basic service standards and business ethics.I am a player of EA's games, with the EA ID: [ada1th]. My account was unilaterally banned by your company on January 1, 2024. Since the ban, I have been unable to find any explanation of the ban reason in the official ban records. For this reason, I have contacted the TOS team through official channels multiple times, clearly stating my request: I have never asked to unban the account; my only demand is to know the specific reason for the ban.However, my reasonable request has been met with indifference by your TOS team time and again. Every response I receive is always the same template with no substantial content: "Hello, We received your latest message regarding the action taken on your account. We have performed all investigations possible on this issue and will not reverse the decision. Please do not expect further responses on this matter..." Refer to case numbers #217875431, #217842131, #217899735，This mechanically repetitive and perfunctory reply completely evades my core inquiry about the ban reason, and even blocks the communication channel by stating "no further responses."As a legitimate user of the account, I legally enjoy the basic right to know the reasons for account processing. Your company's act of unilaterally banning the account without clearly informing me of the alleged violations, and still refusing to provide any explanation after repeated inquiries from the player, is essentially a malicious ban. Account bans are related to players' legitimate rights and interests. Since your company has made the decision to ban, you should fulfill the obligation of notification in accordance with the User Agreement, and present players with specific evidence of violations and explanations of reasons. This is the responsibility and accountability that an enterprise should have, rather than evading and shirking with formatted template replies.I have repeatedly stated that "I do not need to unban the account, I just want to know the reason." This request is reasonable and justified, yet it has never received a response. The TOS team's work style of "making decisions without explanations" not only seriously violates my right to information but also exposes huge loopholes in your company's account management processes and the arrogance in service attitude. This irresponsible behavior has completely shattered my trust in the EA brand and made many players question your service system.Hereby, I formally file this complaint and demand that your company immediately instruct the TOS team to take my request seriously, clearly inform me of the specific reasons for the account ban and relevant basis within 7 working days; conduct serious rectification on the TOS team's service attitude of disregarding players' rights and perfunctory responses, and establish a standardized and transparent account processing notification mechanism; and issue a formal apology for the trouble caused by this incident.I firmly believe that the long-term development of any enterprise cannot be separated from respect for users' rights and interests. I hope your company can face up to its own problems and promptly correct the irresponsible behavior of the TOS team. If my reasonable requests are still not resolved, I reserve the right to safeguard my rights through legal channels and complaints to relevant regulatory authorities.I look forward to a fair handling and clear response from your company!Sincerely,Email: [edit: email address removed]Date: August 4, 2025

ea_mako · Accepted Answer

ada1th​&nbsp;
I'm afraid this is not the Terms of Service team, and they cannot be reached via the forums. These boards are for discussion of the game, not to reach the ToS team. The only way to do this would be via an&nbsp;appeal, which I see you've already done multiple times.
It looks like the team confirmed the reason for this ban with your initial appeal back in February 2024, in case 165053591. You should be able to review prior cases from your case history page. They give the reason for the ban and provide examples of what types of behavior would fall into that category based on our Terms of Service, but note that they will not provide specific program names or detection times.
Locking the thread here as this is not an issue we can assist with via the forums.