Account Recovered from Hacker, UI Prevents Submitting ToS Appeal
Hi everyone / EA Community Managers,
I am desperately hoping a Community Manager can help escalate my case to the Terms of Service (ToS) team, as standard Live Chat support has hit a complete dead end and the EA Help website is caught in an infinite loop.
The Background:
When trying to launch Apex Legends via Steam, I discovered my Steam account had been linked to a compromised, unknown EA account (ja*****@thatonsko.com) and banned due to the hacker's actions.
I contacted EA Support via Live Chat. The first agent (Aditi) was very helpful: they verified my identity, successfully removed the hacker's account, and secured my true account. They confirmed the ban was the result of a compromise and instructed me to submit a ToS appeal to get the ban lifted.
The Problem:
I literally cannot submit an appeal because the options do not exist on my end.
1 - Penalty History Page: When I check my penalty history, it says: "No history. You have no violations or appeals on your account." (This is likely because the ban was triggered on the hacker's EA account before it was unlinked).
2 - The Manual Webform Loop: The agent told me to manually escalate by going to help.ea.com/en/customer-care/, typing "Submit an appeal", clicking Submit, and selecting "Email us".
3 - The Dead End: The "Email us" option simply does not exist. Clicking submit just loops me back to the general self-help menu. I have tried this on multiple browsers (Firefox, Edge) and provided screenshots to support showing that the button is missing.
Support Refuses to Escalate:
I re-opened the chat to explain that the "Email us" option is missing. The second agent (Bhavyam) told me that Live Chat cannot contact ToS, and that my only option was to use the link they provided. Even after I sent screenshots proving the link/button doesn't exist, the agent essentially told me there was nothing else they could do and ended the interaction.
I have all the chat transcripts, screenshots of the broken webform, and my Steam ID ready. I just need a human being to physically route this to the ToS queue since the website is broken and the standard support agents refuse to do it.
Can an EA Community Manager please help me get this in front of the ToS team? Any help would be greatly appreciated!
