Forum Discussion

MrMonStrik's avatar
MrMonStrik
5 years ago
Solved

I received a permanent ban, support cannot help for more than 2 months

Hello, I am a player from Russia, more than two months ago (at the beginning of January) I began to notice that strange things are happening in my Apex Legend account: For example, the daily achieve...
  • EA_Mako's avatar
    EA_Mako
    5 years ago

    Hey @MrMonStrik @Couchofheaven,

    If you have already created a case that has been sent up to our Terms of Service (TOS) team for review, then I'm afraid you will just need to wait on them to reply.

    The TOS team is the only one able to review bans on an account, so we're unable to address this via the forums. 

    They are taking longer to reply due to a high volume currently as each appeal is manually reviewed, but they will reach out via email as soon as they've investigated your account. Thank you for the patience in the meantime.

EA_Mako's avatar
EA_Mako
Icon for Community Manager rankCommunity Manager
5 years ago

Hey @MrMonStrik @Couchofheaven,

If you have already created a case that has been sent up to our Terms of Service (TOS) team for review, then I'm afraid you will just need to wait on them to reply.

The TOS team is the only one able to review bans on an account, so we're unable to address this via the forums. 

They are taking longer to reply due to a high volume currently as each appeal is manually reviewed, but they will reach out via email as soon as they've investigated your account. Thank you for the patience in the meantime.

  • MrMonStrik's avatar
    MrMonStrik
    5 years ago

    Hello Dear COMMUNITY MANAGER

    If you read my message in full, you probably noticed that I noted the strange closure of my first case, as well as the fact that the consultants said that my case was already being processed by TOS, therefore:

    1.It is not clear why it was necessary to close the first case with the status "problem solved" and discover new one.


    2.If the case has been analyzed by TOS for a long time, then why hasn't there been any result for more than 2 months ?


    3.If there was a consultant's mistake, as a result of which my appeal was rolled back in the queue, is it possible to somehow indicate the priority for the Case in the queue by the support department?


    PS: One of the consultants mentioned that the data on the servers is stored for about 2 months, I don't know if this is true, but if there is some truth in this, then could it be that soon will be nothing to consider ...?

                                                                                                                                                                                                                                                                              Thanks for attention

    • EA_Mako's avatar
      EA_Mako
      Icon for Community Manager rankCommunity Manager
      5 years ago
      @MrMonStrik
      If multiple cases are opened about the same subject, the team will typically make sure one is sent to our TOS team for review with all the relevant information, then close others as duplicates.

      Do note that the case has been sent to the TOS team, but that simply means it is waiting in their queue, not that they have been investigating it for the entire time. They will need to work through all the other cases that were submitted before yours, which is delayed currently due to high volume.

      Those are handled in the order in which they were escalated to our TOS team, I appreciate the patience.
      • MrMonStrik's avatar
        MrMonStrik
        5 years ago

        I had only one open case (about a month) and the consultant closed it and opened a new one with title "Account and Billing".

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