EA is turning a blind eye, and my legitimate account has been banned.
To EA Customer Support Team
Hello! I am a player of Apex Legends, and my EA account is [DearXIYU]. I am writing to appeal regarding the hacking incident of my account.
I. Incident Details
Around 6:00 PM on August 23, 2023, my Apex Legends account was banned. At that time, I had been playing Apex Legends at an internet café and was about to head home. When I got home, I noticed through Steam that someone was playing Apex Legends using my EA account. I immediately changed my password, only to find multiple anomalies with the account.
There were obvious changes in the game: my original 150 Mythic Metal was exchanged for Wraith's Heirloom. I checked the match history and found that the hacker had played one match with Wraith and got 2 kills. I did not participate in this match — I have proof that I was on my way home during the match time, and the character used and gameplay style are completely different from mine (I prefer to play as Fuse). Additionally, the number of my in-game items and virtual currency has changed; some precious skins and accumulated Coins have gone missing without reason. I am truly devastated, as I have logged 1,400 hours of gameplay on this account.
II. Account Security Self-Check
After discovering the anomalies, I immediately took measures to secure my account:
• I changed my EA account password. The new password includes uppercase and lowercase letters, numbers, and special characters, is of sufficient length, and has never been used on other platforms.
• I enabled two-factor authentication (2FA) by linking my mobile phone and email, ensuring that an additional verification code is required for each login.
• I also checked platforms like Steam and confirmed no hacking occurred, with no abnormal unlinking or login activity found.
III. Relevant Evidence
To prove that my account was indeed hacked, I have compiled the following evidence:
• Login record screenshots: The login records obtained from the EA Account Management page show login attempts and successful logins from unfamiliar IP addresses, which are not my commonly used network addresses.
• Recharge records: I have kept records of my past recharges in Apex Legends, which prove the importance and value of this account to me. The recharge times and amount details are clearly verifiable.
IV. Requests
I sincerely hope the EA Customer Support Team can help me resolve this account hacking issue:
1. Conduct a comprehensive review of my account, verify that the abnormal in-game activities during the hacking period were not performed by me, and lift any bans or penalties caused by the hacker's actions.
2. Assist me in restoring the account to its state before the hacking, including in-game rank, items, and virtual currency, so that I can continue to enjoy the game normally. Moreover, it is unfair for an account that I have carefully nurtured to be marked with the stigma of illegal activities.
3. Strengthen account security protection measures to prevent similar hacking incidents from happening to my account again, and also ensure the account security of all players.
V. Complaint
The EA team has been indifferent to my situation. I have submitted appeals many times, but received barely any response — no one has gotten back to me except Lian, who offered support. If you only make promises without taking action or conducting investigations, all loyal Apex Legends fans will leave you.
Thank you very much for taking the time to handle my appeal. I look forward to your reply and assistance. If any additional information or further verification is needed, please feel free to contact me at any time.
