Forum Discussion

ImJohnKindred's avatar
ImJohnKindred
2 years ago
Solved

Other options if appeals are declined?

I have recently received a communication from EA Support, a term I use with some reservation given the absence of any assistance thus far – a circumstance I am unfortunately inclined to believe will ...
  • EA_Mako's avatar
    EA_Mako
    2 years ago

    Hey @ImJohnKindred,

    While I understand why you'd be looking for other avenues, the only team able to review or change account actions would be our Terms of Service team.

    It sounds as though you've already filed multiple appeals with them, which would be the only way to have something like this reviewed.

    If they've completed multiple investigations and still declined to remove a penalty, I'm afraid that will be final and not something that can be changed in a separate channel either, sorry.

GeezyTHEgiver's avatar
GeezyTHEgiver
2 years ago
@ImJohnKindred Here for the automated answer hq response that they don’t handle bans and a link to an article for you to do the exact same thing you did previously.
EA_Mako's avatar
EA_Mako
Icon for Community Manager rankCommunity Manager
2 years ago

Hey @ImJohnKindred,

While I understand why you'd be looking for other avenues, the only team able to review or change account actions would be our Terms of Service team.

It sounds as though you've already filed multiple appeals with them, which would be the only way to have something like this reviewed.

If they've completed multiple investigations and still declined to remove a penalty, I'm afraid that will be final and not something that can be changed in a separate channel either, sorry.

  • ImJohnKindred's avatar
    ImJohnKindred
    2 years ago

    Hello @EA_Mako,

    I want to express my gratitude for your prompt response to my previous inquiries. I understand the challenges associated with reviewing and reversing account actions, as outlined by you. While I respect the decisions made by the Terms of Service team, I am seeking further clarification on certain aspects of the situation.

    I acknowledge that my account has been subjected to a ban, and I am genuinely interested in understanding the specific reasons behind this action. In my attempt to gather information, I have raised concerns about the presence of Cheat Engine on my PC (installed but not running while playing any online game - at least to my knowledge) and whether it may be contributing to the issue.

    I want to clarify that my intent is not to entirely dispute the ban decision, as I acknowledge EA's right to enforce its Terms of Service. However, I believe that understanding the specific software or elements that led to the ban, as mentioned in Section 6 of the TOS, would be crucial. This information would enable me to uninstall the problematic software and ensure compliance, allowing me to continue enjoying EA's games without violating any terms.

    This understanding would not only assist me in addressing the current issue but also in preventing any unintentional recurrence in the future.

    I want to emphasize my commitment to fair play and adherence to EA's guidelines. Resolving this matter amicably is important to me, and I hope for any assistance or clarification you can provide in this regard.

    I acknowledge the challenges faced by the support team and the limitations in reversing certain decisions. However, I believe that shedding light on the specific details of the violation would enhance my understanding and empower me to take appropriate corrective measures. As saying "Don't expect any further replies" (Cant remember exactly what wa said but something along that line) isnt helping anyone.

    Thank you for your time and attention to this matter. I remain open to constructive dialogue and am hopeful for a positive resolution that allows me to continue enjoying EA's greatest game' Apex Legends.

    Appreciate your assistance.

    • EA_Mako's avatar
      EA_Mako
      Icon for Community Manager rankCommunity Manager
      2 years ago
      Hi @ImJohnKindred,

      I can understand where you're coming from on that point, however we do not share specific information regarding which particular program was detected or when, as that type of info is extremely valuable to others who would wish to bypass our detection methods.

      The broader category for the ban (such as cheating) with general guidelines of what type of behavior that typically entails would be as specific as we're able to get in these types of cases.
      • TN-Saitama's avatar
        TN-Saitama
        2 years ago

        When my account get hacked, the hacker not only took my email , steam and EA account but also banned the account and ask for multiple review. My account was always open from one place : tunisia and after almost 10 years the accoutn was suddenly opened from china and they let him use a new credit card with new currency ... My currency was always ZAR on EA and suddenly it was TWD... Support didn't even bother to help me because I lost access to my email. Steam support were absolutely the best they helped get my steam account without the need of email. I provide some information and everything was great... EA support weren't helpful and when I finally google helped recovered my email. I spoke with them and they literally told me : the TOS did multiple investigation already and we can't do anything for you... I mean sure , you let a chinese guy open my account without even blocking his access or doing an identity check but also let him spend money from a new credit card with chinese currency that was never used before on my account, let him ban the account and let him abuse your "wonderful and epic" system... I spent over 1000$ on my apex legends account alone and then I got 0 chance to send them all the proof of how my account get hacked : even steam support sent me that my account was compromised ... Now we get here and they will do the same, they will tell you that there is another team for that and that they also can't do anything for you... How about give feedback to the TOS about all these situation and that they need to let people get access to their account and present their case instead of relying on some system that easily can be used by a hacker and get abused ... I have been supporting this company for 10 years, bought many games and all the battlefield series and was a great customer who spend a lot of money on his account... Now I am unable to enjoy my favorite game because some chinese hacker get access to my account and did whatever he want with it... "Indeed the greatest support ever".  They literally killed my passion for gaming. 

About Apex Legends Technical Issues

Having issues with Apex Legends? Join here to find help with connectivity, performance issues, crashes and more.37,177 PostsLatest Activity: 27 minutes ago