Community ManagerHey 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.
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
Community ManagerHey vanek_redempti,
Sorry it took a few days to get back to you, I touched base with the ToS team about your account.
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'm afraid you've reached the maximum number of appeals for an account action. As a result, the ToS team has thoroughly investigated the case and concluded that the action was correctly applied to the account, meaning the decision is final. When players reach the maximum number of reviewed appeals, all cases about the ban are closed and the option to appeal the action (email) is absent by design, not a system error.
Please note that submitting an appeal isn't possible on an account that's not banned/suspended/locked, as there are no actions to appeal. That's why we ask players to sign in to the actioned account before creating an appeal.
While this might not be the response you're hoping for, there's nothing we can do regarding the account action or violation communication here on the forums. Thank you for the feedback on unclear UI and insufficient communication about case status changes. I'm happy to pass that along to the team.
EA_mplsnow, it has been 3 days since I provided the detailed feedback on the Support System Failure as you requested
Community Manager
Community Admin
