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impOUOcc's avatar
impOUOcc
3 years ago
Solved

Unable to submit dispute letter and live customer service on EA help

My account was banned last week due to cheating by alleged suspicious login activity. I submitted the dispute letter immediately but I didn't receive any reply from EA, and I couldn't find the case I submitted in MY CASE. After submitting the dispute letter, it shows that the case has been successfully created, and there is a case number on the page, but I have not received any emails about the case, so I do not have an Access Key to help me inquire about my case.
Since then, I've tried three more times, each time with the same result.
Also, I can't get in touch with EA live chat, no matter how many times I try or wait, I can't wait for the chat box to pop up.

I have been in the United States and never left, and my account was banned because of logging in elsewhere. I can't see where my account was logged in because there are two anonymous login addresses in My Security. I really need help, this thing has been bugging me for a long time.

  • EA_Mako's avatar
    EA_Mako
    3 years ago

    Hey @impOUOcc,

    Just to be sure, you had submitted the dispute using these steps, is that right?

    We're unable to review appeals or make any changes via the forums or live chat, as appeals will need to go through our Terms of Service team.

    If you created a case without using the steps in the link above, please be sure to create a new appeal there instead. If those are the steps you had followed to create the appeal, please keep an eye on your email and the ToS team will reach out there once they complete their investigation, thanks!

4 Replies

  • EA_Mako's avatar
    EA_Mako
    Icon for Community Manager rankCommunity Manager
    3 years ago

    Hey @impOUOcc,

    Just to be sure, you had submitted the dispute using these steps, is that right?

    We're unable to review appeals or make any changes via the forums or live chat, as appeals will need to go through our Terms of Service team.

    If you created a case without using the steps in the link above, please be sure to create a new appeal there instead. If those are the steps you had followed to create the appeal, please keep an eye on your email and the ToS team will reach out there once they complete their investigation, thanks!

  • impOUOcc's avatar
    impOUOcc
    3 years ago

     Hi Mako,

    I do submitted the dispute by those steps. And I got a case number #822800691, this is the one I submitted today. Other than that I have not received any messages, emails or texts. I cannot find the case in My Case. I was informed that after submitting a dispute, I will receive an email or other form of receipt from EA to ensure that the case can be followed up. But for now, I got nothing.

  • EA_Mako's avatar
    EA_Mako
    Icon for Community Manager rankCommunity Manager
    3 years ago

    Thanks @impOUOcc,

    If you've gone through those steps to create your appeal then our Terms of Service will review that situation and reach back out via email.

    Please hold tight and keep an eye out for that email to arrive in your inbox. I'd be sure to add exceptions to any email filters for @ea.com domains, including noreply@ea.com just to make sure that shows up once they complete their investigation. Thanks for the patience while that's being checked into further.

  • impOUOcc's avatar
    impOUOcc
    3 years ago

    Alright Mako, thanks for your anwsers. 

    I have been waiting for more than a week and have not received any response, I really hope that your colleagues can deal with my case as soon as possible, because it is very important to me and the integrity of the EA community.