Forum Discussion

5 years ago

Origins account hacked and Apex ban

I have been trying to reach out to ea over every form of media and have gotten zero help. My account got hacked and they banned my apex account. I recovered the account but need support for my apex a...

Zeelmaekers

Hero+

5 years ago

Hey @doomy6000

Glad everything is secure.
About the time that the ToS reply's, don't take my word over an EA advisor word.

I'm just a volunteer providing you with the information to get you on the right path, I don't have the latest information on when the ToS will reply if an Advisor says it could be 10 days, it will probably closer to that, I base myself on the EA help page "When you'll hear from us" and latest support article that I linked you 🙂

This is new for everyone and I think no one can really predict when a reply will be sent out, just check your mailbox every day, it will be there someday.

doomy6000

5 years ago

@Zeelmaekers If your basing it off the EA help page for banned or suspended accounts it is 3 days or less. They just dont follow the statements they put out.

EA_Kent
Community Manager
5 years ago
Hi @doomy6000.

According to the article on bans or suspensions over at the EA Help website, the TOS team will try to get back to you within 5 business days after you reach out to them, but that's not always possible. The length of an investigation can vary on a case by case basis.

If you've already reached out to the TOS team that's all you need to do for now. They will follow up with you via email as soon as they can, so keep an eye out for a response at your email.

/Kent
- doomy6000
  5 years ago
  @EA_Kent Like I have said EA doesn't even follow their own policies, because they either don't know them, have them, or there are multiple policies that go against each other. Honestly EA has the worst customer service of any company I have ever needed support from. It is just sad and disappointing. Whats the worst part is that EA knows this and hasn't made the effort to improve.