Forum Discussion

akh30x

3 years ago

Solved

Why did EA ban me for purchasing a new Valkyrie Heirloom?

Hello,

I made two purchases on 23rd Jun 2022 to buy a new Valkyrie Heirloom which was recently dropped in the store:

10,000 coins + 1,500 Bonus Coins = SGD $91.00 (Original Price: SGD $130.00)

2,000 coins + 150 Bonus Coins = SGD $22.40 (Original Price: SGD $32.00)

Please refer to attached email order confirmations. (REF: 10,000-coins-purchase.jpg & 2,000-coins-purchase.jpg)

I bought like ~19 event packs with the coins and unlocked some purple items with my crafting materials - 800 crafting materials per item.

Then I finally unlocked a new Valkyrie heirloom.

I immediately hopped onto firing range to test out my new heirloom and played a few matches in pubs.

The next day on 24th June when I logged into Apex Legends, I got a notification that my account has been disabled, and an email which contains this message:

"We wish to notify you that we have found your account to be in violation of our User Agreement or our Terms of Sale, and due to the nature of this violation we are left with no option other than to permanently close your account with immediate effect.". (REF: account-banned-email.jpg)

Is it something to do with the payment?

I checked my credit card statement, and I can see that the payment went through. (REF: credit-card-payment-history.jpg)

I have also made an appeal to EA Terms of Service team and am still waiting to hear back from them.

What I would like to know is: how long would I have to wait to get a response from ToS team?

I honestly don't know what's up with EA for banning a paying customer who purchased a new item that they released on store. I want to know the reason. The email does not give reason for the ban, other than like "Oh we banned you for violating our user agreement". But what exactly did I do? I hope this is just a mistake.

Asmodeus566
3 years ago
@akh30x
Sorry to hear what happened.
I see that the reason is for a violation of the terms of Sale.
Contacting the ToS team is a first step and these things take time IDK how long.
However you may want to contact an EA advisor
Re: how do I start a live chat with an agent
Click on the following link: https://help.ea.com/contact-us.
Make sure you are logged in (top right corner)
Click on the blue button "Contact a Game Advisor"
Enter the name of your game or product (or "Origin" for account-related issues) and click "Find Solutions"
Or you might want to send an e-mail to EA support. You can email them on this website https://help.ea.com/en/contact-us/.
Depending on how you purchased the coins you may have to contact, Steam, PS or x-box etc as the problem could also have to do with them. You may also need to check with your credit card company to ensure they did not put a hold on your payment or insure that there was not a chargeback due to lack of funds etc a this can cause serious problems.
I wish you the best of luck and hope that I was able to help you out with my suggestions.

16 Replies

akh30x
3 years ago
Attached my credit card payment history

Edit: we remove some info on your order, it's not really usable here on the forum.
Asmodeus566
Hero+
3 years ago
@akh30x
Sorry to hear what happened.
I see that the reason is for a violation of the terms of Sale.
Contacting the ToS team is a first step and these things take time IDK how long.
However you may want to contact an EA advisor
Re: how do I start a live chat with an agent
Click on the following link: https://help.ea.com/contact-us.
Make sure you are logged in (top right corner)
Click on the blue button "Contact a Game Advisor"
Enter the name of your game or product (or "Origin" for account-related issues) and click "Find Solutions"
Or you might want to send an e-mail to EA support. You can email them on this website https://help.ea.com/en/contact-us/.
Depending on how you purchased the coins you may have to contact, Steam, PS or x-box etc as the problem could also have to do with them. You may also need to check with your credit card company to ensure they did not put a hold on your payment or insure that there was not a chargeback due to lack of funds etc a this can cause serious problems.
I wish you the best of luck and hope that I was able to help you out with my suggestions.
EA_David
Community Admin
3 years ago
Hey, unfortunately we can't assist via the forum. Contacting support is the way forward on this, and we also can't give ETAs on investigations, sorry.

Hopefully this is all straightened out soon though, sorry we couldn't directly assist.

As noted above, contacting support is the way forward
akh30x
3 years ago
Hi @Asmodeus566 ,
Thank you for taking your time to answer my question.
I can't contact an EA advisor.
After I have selected the EA Product "Apex Legends" > Platform "PC" > Topic "Manage My Account" > Issue "Banned or Suspended Account", I cannot proceed further. It shows me this warning message:
"
It looks like your account, or the game account where you're trying to get help, broke our rules. You can learn more here:
My Ban History
If you think your account was hacked, Click here "

I purchased the coins in-game > Apex Coins. Then payment was charged to my credit card linked to my Origins account. It's very unlikely that I have insufficient balance. I just checked my credit limits.

I have Outstanding Amount: MMK 2,060,718.59 ~ USD $1,100
Balance: MMK 2,939,281.41 ~ USD $1,578
Credit Limit: MMK 5,000,000 ~ USD $2,678

My purchase was only a few hundreds but I have more than $1,500+ balance. (REF: credit-card-balance.jpg)

I called my credit card company. They have confirmed that my card is NOT on-hold.
akh30x
3 years ago
Hi @EA_David
I can only dispute the ban.
But I cannot contact EA support live chat.
Please see my reply to @Asmodeus566 above.
Asmodeus566
Hero+
3 years ago
@akh30x
No problem, that is why we are here an AHQ to help support each other.
Maybe try the e-mailing and providing as much data as you can to EA.
AS @EA_David IDK how long this can take as I have never had to deal with this type of issue myself.
Here is the e-mail again: e-mail to EA support, you can email them on this website https://help.ea.com/en/contact-us/.
Best of luck.
akh30x
3 years ago
Hi @Asmodeus566
If I email them, a new case # will be opened right?
I already have an existing case no #115221658.
I have been reading posts on this forum to find other people having similar problems and I noticed that in some instances, if there are duplicate tickets, EA would close them and won't investigate at all. I'm afraid that it would happen to me. So, I'll just patiently wait for response on my case.
Thanks for your help.
Asmodeus566
Hero+
3 years ago
@akh30x
Probably best to wait and see like you motioned.
If you do not mind, let me know how things turned out and what the actual problem was and the resolution so that I may be better able to assist others if something like this comes up again in the Forum.
Thanks and once again best of luck.
akh30x
3 years ago
Sure @Asmodeus566 I will let you know the outcome.
Once again, thanks for your help.
akh30x
3 years ago
Hi @EA_David @Asmodeus566
Just a quick question:
I live in Myanmar and my EA account has always been under Singapore region since I have started playing Apex Legends. Never had issues with previous purchases.
I noticed something this time.
SG store has an on-going Summer Sale until July 7.
When I purchased apex coins, I was offered a discounted price.
10,000 coins + 1,500 coins - SGD $130.00 - becomes SGD $91.00 after 30% discount
2,000 coins + 150 coins - SGD $32.00 - becomes SGD $22.40 after 30% discount
Could this be a reason why I got banned?
EA might think that I don't live in Singapore so I shouldn't enjoy the promotion.
To be honest, I don't even want a discount. They can charge me full amount. I can pay for it. Discount was auto given at a checkout and I cannot change or do anything about it.