Unique Banned Account Situation - Cannot Submit Case - Guidance Requested
Hi, EA Support Team.
Hope everyone is doing well & staying healthy.
I am unfortunately unable to create a submission through EA Support to look into my case.
I reached out to a Respawn senior developer directly through Twitter (whose name I am happy to provide but will keep anonymous as I do not have her permission to share but can do so privately), who was able to confirm with the Apex or EA teams (I am unsure) that my account was hacked and then given to someone else.
As such, my account has been banned from playing Apex Legends. It is almost certainly due to the fact that I did not set-up two-factor authentication for my account, as I no longer have access to the email address associated with the account ([edit: email address removed] - I have since graduated and this was my school email). For this same reason, I cannot submit a case through EA support to restore my account, or change the email address/password associated with my EA account to ensure that it will not be hacked again by the same individual/entity.
I am more than happy to wait & go through the entire EA support process for as long as it takes to get my account restored, but if I cannot submit a claim, that is impossible, and if I cannot protect my account (and set up 2FA), I am terrified I will lose permanent access to the account. As of now, I can still log in.
I have over 1,000 hours in Apex Legends, and have spent $100s on my girl Lifeline. This is my favorite game of all time. I am extremely confused, upset, distraught, and disappointed.
If anyone on the EA team can help me with this complex issue, please do let me know.
Thank you so much for your time and help.
Best,
Alex
Origin: alex1inferno
Email (Origin): [edit: email address removed]
Email (Actual): [edit: email address removed]