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vanek_redempti's avatar
vanek_redempti
1 day ago

EA account disabled. 3 months of misery and distress.

The Issue:

My Penalty History is empty ("No violations found"), yet my account is disabled. In the Cases folder, I cannot appeal any of them.

My original Case #238638093 was marked as FIXED. Despite this, my permanent ban for a "repeat violation" remained. After I pointed out this contradiction in an EA support chat, Case #238638093 was quietly changed from FIXED to CLOSED without any email or explanation. This is a manual manipulation of case history to hide a systemic error.

My dialogue with the EA support team only resulted in the FIXED to CLOSED situation. Advisors (Sahil, Govind, Hudson) admitted the system is glitched, said they would unban my account if they could, and even apologized for "false promises" from previous advisors, but they claim they have no tools to transfer my case to a supervisor or fix the broken UI on help.ea.com.

 

And if you're interested in what I was banned for: it was my old Steam nickname, which the system interpreted as creating inappropriate content (excessive or borderline). I was not properly notified by EA about how dangerous Steam nicknames could be for the community. I also wasn't restricted from playing the game until changing my nickname.

The only notification of the official reason for the temporary block that I received was in the EA App widget inside BF6, which stated that I was creating inappropriate content (excessive or borderline). So I stopped using in-game chat after being banned for 7 days. That turned out to be the wrong decision, because later my account was permanently disabled.

I opened the help.ea.com website and found out that I was not only accused of creating inappropriate content, but also of:

Using cheats in 2024 (I'm not sure how this case is connected to my current situation; however, the case was closed, so I assumed everything was fine).

Incitement to hatred.

After appealing to the support team, they wrote to me:

("Hello

 

We have received your most recent correspondence expressing concerns about the action that was taken on your ac...")

 

I was confused and wrote to them again, telling them about the UI issue, but I received the same template response again, which I considered trolling at the time. I wrote a few more times, and then for a separate reason I checked my email. To my surprise, the situation became clearer.

I found the exact reason for my ban, which was my Steam nickname, and I also saw that half of their responses were in a complete format there, while on the website they appeared cut or incomplete.

After that, I wrote to them again and responded to their arguments, but I only received an automatic response saying that they had already checked everything and would not check again.

After a few more letters, I was completely forbidden from appealing the case, and my Violation History became empty.

 

A month later, I decided to write an appeal on the first case, and to my shock it was marked as FIXED. My joy knew no bounds until I realized that my account was still blocked, and I could no longer appeal the secondary case.

After that, I almost accidentally discovered the EA Help live chat. This only resulted in wasting two days of my life and the FIXED to CLOSED situation. Also, my 2024 case about cheating lost its title for reasons I don't know, because the advisors ignored the broken UI, the fact that my Violation History was empty, and the fact that I couldn't appeal the case I was permanently banned for.

They kept sending me in circles, and eventually I gave up.

 

But five days later, my friend suggested that I post on the EA forums and hopefully get a normal human response from another EA division.

I cannot attach screenshots, but any EA employee can check my case history for Case #238638093. I'm sure you will see it was manually changed from FIXED to CLOSED without any resolution email sent to me.

 

P.S. I hope people will see this and show some humanity, because being banned for a nickname is not worth three months of stress and sleepless nights trying to figure out how to unban yourself. Today I even had a dream that I was unbanned. This is next-level coping.

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2 Replies

  • EA_mplsnow's avatar
    EA_mplsnow
    Icon for Community Manager rankCommunity Manager
    1 day ago

    Hey vanek_redempti​, 

    Thank you for taking the time to describe the situation in such detail. It's definitely frustrating to have an account you care about banned and remain banned after multiple appeals.

    If you received prior communication from ToS stating they consider the case closed or that they have exhausted all investigation options, then that case cannot be resumed and the result is typically final. If you're able to create a new case by following these steps again, that would be the only channel available to appeal the account action.

    I'm afraid we don't have the tools to change or discuss anything here on the forums, with the live support team also having their limitations in this. This might not be the response you were hoping for, and I'm sorry to hear about the stress this situation has caused. We would definitely appreciate any feedback you're willing to share on how to make it easier to find relevant information or instructions. 

  • vanek_redempti's avatar
    vanek_redempti
    12 hours ago

    EA_mplsnow​, thank you for the reply. So then there shouldn't be a denial of service I recived from my previous contacts with EA support You wanted any feedback, So here I'm reporting a failure. There is a fundamental failure in transparency and communication here that you asked to address:

    Lack of Proper Notification: I was never properly notified by EA about which specific content was the issue.

    The only message I've got is the EA App widget for BF6 was a ban message with vague 'Creating inappropriate content (excessive or borderline)' stated as reason.

    I had no idea it was my Steam nickname 'creating content' until it was too late and the ban became permanent.

    How can a player fix a mistake if EA doesn't specify what the mistake is?

    Technical/Script/UI Deadlock: You suggest 'creating a new case', but that is basically impossible for my issue.

    Every live support agent suggested I do this, but when I followed their instructions and ended up nowhere, they'd eventually give up and leave chat without explanation or clarification after I showed them it wasn't working.

    My Penalty History says ('No violations found'), but your link suggests:

    "If you can’t see your violation or access the Penalty History tool

    You don’t have any penalties.

    The Penalty History tool has a bug.     If this is the case, we’ll  try to fix it as soon as possible. Try again later.

    You’re signed in to the wrong EA Account.

    You can’t sign in to your EA Account because it’s been hacked.

    The infraction was on EA Forums.

    The infraction was from a mobile game. "

    When I go down your link and go to help.ea.com/customer-care/ , the 'Email us' button does not exist for the "submit an appeal" issue on both banned and not banned accounts.

    I only see links to EULA and manual links, and contact live support. This channel is not functioning as it should.

    The 'Fixed' Paradox: My original Case #238638093 was officially marked as FIXED, but the permanent ban remained.

    This is a logic error that Support advisors (Sahil, Hudson) admitted and they even created a "case" in their separate system. That "case" never appeared in 'my cases', and the next day they changed the 'Fixed' status to Closed without a review sent to my email, which is very unfair and I want to address it to you.

    You wanted any feedback, I am reporting a Support System Failure. I was denied the chance to fix my mistake due to vague warnings, and now I am denied the technical ability to appeal due to a broken UI/system that alleges me of spamming as I see it that way.

    Please, as a paid user and  a fair EA customer, I deserve a functional support channel. looking forward for you feedback

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