EA’s Unjust Account Ban and Repeated Dismissals – Violations of Their Own Terms

I keep getting the same response over and over again:

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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.

Please don’t reply to this email, as we don’t monitor this inbox. If you need more help, visit our website:

https://help.ea.com/help-home/

Think your account was locked, banned, or suspended by mistake? Follow these steps to get information on your account ban:

https://help.ea.com/help/account/information-about-locked-or-banned-or-suspended-accounts/

Thank you, EA Terms of Service

My Response:

I am beyond frustrated with EA’s refusal to properly address the unjust ban on my Apex Legends account. Despite providing extensive evidence, including proof that my account was compromised, I continue to receive the same dismissive responses from EA’s support team. The response above is the most recent example of this disregard for customer service and accountability.

Here’s what EA has ignored:

1. Evidence of Account Compromise:
I provided clear evidence that my account was hacked and that the actions leading to the ban were beyond my control. Instead of investigating these claims, EA has repeatedly dismissed them without providing any detailed explanation or engaging with the evidence I submitted.

2. Disproportionate Impact on Account Management:
EA’s Terms of Service (TOS) state that while they retain ownership over user accounts, customers are granted a license to access and manage their accounts. However, due to the ban on Apex Legends, I am being unjustly restricted from managing my entire EA account, including the ability to unlink accounts. This overreach is a clear violation of the TOS, which should allow for account management independent of a ban related to a single game.

3. Lack of Transparency and Communication:
The TOS emphasizes the importance of transparent communication between EA and its customers. Yet, my account has been banned for over a year without any detailed explanation, evidence, or clear steps to resolve the issue. EA’s failure to communicate is a blatant violation of their commitment to fair and open interaction with their customers.

4. Inconsistent Policy Application:
I am still able to access other EA games and services without any issues, which highlights the inconsistency in how EA’s policies are applied. If my account is considered secure for other services, why am I being blocked from managing it entirely due to a ban on one game? This inconsistent enforcement contradicts EA’s TOS, which implies that services should be provided consistently and fairly.

5. Violation of Consumer Rights and Fair Treatment:
As a paying customer, I expect fair treatment and the ability to fully utilize the services I have purchased. EA’s current approach is a violation of my consumer rights, imposing unreasonable and disproportionate restrictions without clear explanation or recourse. This is not only unfair but also contradicts the spirit of EA’s own TOS.

6. The Refusal to Engage:
EA’s repeated refusal to engage with my concerns, as evidenced by the standard response above, shows a disregard for customer satisfaction and transparency. It’s disappointing that after years of loyalty and investment in EA’s products, I am being treated with such indifference.

My Request to EA:

I am calling on EA to review this case thoroughly and transparently. The current situation reflects poorly on EA’s commitment to fair treatment and adherence to their own TOS. I have been a loyal customer for many years, and I expect better from a company of EA’s stature.

If EA remains unwilling to address this matter fairly, I will escalate the issue to consumer protection agencies and pursue all available avenues to ensure that my rights as a consumer are respected.

To those in the community who have faced similar issues, I encourage you to share your experiences. Together, we can hold EA accountable for upholding the standards they set in their own TOS.

Final Thoughts:

EA, it’s time to take responsibility and show that you value your customers. Fair treatment and transparency should be the norm, not the exception. I look forward to a prompt and satisfactory resolution.