Received ban, never told why even after response to appeal

Question

So I've been waiting 2 or so years for BFV to have another free weekend on Steam like I saw it had in the past. This is because I enjoy BF4 and LOVE BF1, and thought I'd give BFV a go at some point. Then two days ago I see that Steam has it on sale for $3.50 USD, which is a fantastic price, especially for just wanting to try the game. After buying a copy and waiting 5 hours for it to download, it's bedtime before it finishes, so I'm forced to wait 1 more day to try it out.

But then, despite it not even being twenty some seconds after loading into a server, nor having even spawned once or typed anything in chat, I get a screen saying Fair Fight has banned me and gives me a code.

I've never desired to cheat, as I'm plenty skilled and typically achieve about a 1.0-2.5 KD when on foot for BF1, and about 1.0-2.0 for BF4, so I was surprised to even see such a message.

Looking online for the what the code listed on the screen means manages to help me find out that the ban is permanent, but not what kind of offense Fair Fight thinks I did.

The other result of my search for what the code meant is the EA support page on bans, which says to check my ban history, and to email support for an appeal, of which I do both.

However, the ban never shows up in the ban history page, as I checked both 10 minutes after shutting down the game, as well as after receiving the response to my appeal, which was denied.

Additionally, the response to the appeal never gave any kind of information as to why I was given a ban in the first place. I even checked the case notes after the case was updated, but that also yielded nothing.

As a result, I'm left feeling both extremely frustrated & confused, as I'm still clueless as to why a ban was issued in the first place. I've never had an experience with customer support with any person or company this... atrocious.

It feels like I've been slapped in the face by someone who's completely blind and deaf, because the response was as if whoever was in charge of the appeal didn't care even a little about even reviewing the evidence and instead simply pushed the "DENIED" button. Enough so that I'm not even sure it was a person and might actually have been a bot.

Is there anything else I can do here beside file another appeal? Because I feel like I should really be talking to someone with some level of relevant authority about this, as the complete lack of transparency here is simply not acceptable for customer support, especially for a well established company, of which EA is.

I'm just looking for some clarification/transparency about why I was banned, and preferably have the ban removed if discussion about such reveals that the ban is erroneous. I don't think that's too much to ask for.

elliotlh · Answer

Hi @MissileManiaMan All you can do in these cases is to appeal again so the ban can be reviewed by another member of the ToS team. There unfortunately isn't anyone who can review bans on these forums.

Just to let you know, you get three appeals before no more will be accepted, so you still have two chances at the moment. Also, all appeals are handled by real people rather than bots, but the ToS team do use set-text templates when replying with the outcome.

danisoff · Answer

Hello&nbsp;@MissileManiaMan,I will post a forum post bellow made by an EA Community Manager, I truly hope it helps.&nbsp;You will need to speak to our Terms of Service team&nbsp;@Terribyte_ZA.As it states on the ban page, not all bans will be displayed there.The process to contact our ToS team can be found here:&nbsp;https://help.ea.com/en-us/help/account/information-about-banned-or-suspended-accounts/Click&nbsp;Contact us&nbsp;at the top of any page on EA Help.Select the game that your account was banned or suspended from. If it’s on your whole EA Account, choose&nbsp;Origin.Choose your platform.Select&nbsp;Manage my account, then&nbsp;Banned or suspended account.Fill out any other details below.For example, if you picked Origin, it might ask you if you are accessing the game through an Origin Access membership.Click&nbsp;Select contact option.Sign in to your account that has the ban or suspension, if you aren’t already.This post was originally made by&nbsp;@EA_Darko.&nbsp;Best regards,danisoff

missilemaniaman · Answer

They they need those preset text templates to much be better.

The wording used should be changed so the recipient doesn't feel like the response is being given from someone who's being a "donkey".

If the response has a section where the reviewer can include redefined reasons (ie racism, harassment, suspected use/use of 3rd party software, etc), then users can at least understand whether or not the ban has been seen by a person, and that the ban issued has some actual merit to it.

Otherwise, how is that person supposed to know that it's been processed even somewhat fairly if/when doesn't look that way to them?

So say the least, simply being told "processed and denied" without even a reason given is extremely frustrating, and just makes things much worse with customers.

If they think that they're being banned at random or just because they're new to a game, how are they supposed to have some sort of confidence that such won't happen again with a different game when they're never told otherwise?

As for the lack of people with some level of authority on the forums, I was more hoping that I could talk to someone who would be able to communicate with those behind the scenes, even if not directly.

missilemaniaman · Answer

@ElliotLH&nbsp;wrote:Hi @MissileManiaMan All you can do in these cases is to appeal again so the ban can be reviewed by another member of the ToS team. There unfortunately isn't anyone who can review bans on these forums.Just to let you know, you get three appeals before no more will be accepted, so you still have two chances at the moment. Also, all appeals are handled by real people rather than bots, but the ToS team do use set-text templates when replying with the outcome.Unfortunately, it looks like I'm NOT going to be getting a second review as while the first one took about 2-2.5 hours for a response, I got the exact same response again, this time less than 3 minutes after submitting my second appeal (I checked my email almost right after such). Pretty sure humans don't make reviews that fast.I don't think I'll be buying another EA game in the future since their customer service is clearly beyond awful. Not even willing to half-decently communicate with the customer, nor give a specific reason other than "Terms of Service".

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Received ban, never told why even after response to appeal

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