Incorrect Implementation of Account Closures
I have discovered what appears to be a systemic and egregious error in the automated service to verify newly created accounts. It appears that many, if not all, newly created EA Accounts are receiving a permanent ban approximately a week after creation while committing no violation or action which would warrant such an extreme response. This appears to be impacting customers in all regions, platforms and situations.
Some background on my exact situation. I created a new EA Account (not this one) on June 30th, 2025 with the intention of accessing the web-based services for an EA mobile game I have been playing for many years. Account creation worked fine and over the course of the next week I accessed this web-based store once daily to shop. Interacting with no other players, requesting no additional services, and committing no untoward actions. Exactly one week later, on July 7th, 2025, I received an email notification stating that account had been permanently banned for repeated violations of the Terms of Service. You can see on the attached history that no violations had been reported.
Additionally, once an account has been moved into this status, customer support at EA.Help are no longer able to provide assistance as this situation can only be resolved via the Claims Appeal process to the Terms of Service team. Unfortunately, again, submitted appeals for accounts in this situation appear to be automatically denied by the same AI management vetting service which caused the initial problem. From the patron side, this creates an unresolvable situation as it is far too difficult to communicate with a live customer service representative. Patrons are left with no recourse other than giving up and abandoning any participation or engagement with EA Services.
A spotlight needs to be shined on this situation entirely. A brief google search or online forum review will identify dozens upon dozens patrons reporting this exact issue. If other online communication trends are consistent, that means that these reports are a mere faction (<1%) of the actual instances of this incorrect automated response being forced upon customers who are operating appropriately with the EA ecosystem.
