my account was compromised – unknown Xbox account linked

Hi everyone,

I'm posting here as a last resort. My Apex Legends account (EA ID: Tattendants) was banned on January 1, 2024 for "competitive advantage". I believe my account was compromised at the time. I have now used all of my appeals, and every reply was the same template that did not address the evidence I provided.

Here is what my EA personal data export shows:

1. An unknown Xbox account was linked two days before the ban.

On December 30, 2023 at 12:11 UTC, an Xbox account I have never owned or used was linked to my EA account. Its Xbox profile shows 0 gamerscore, 0 friends and no bio, and its last activity was that same day. It has not been online since. My own Xbox gamertag is "Tattendants", the same as my EA ID, and it is not the one that was linked. (I haven't named the other account here to follow forum rules, but I can share it with EA staff.)

2. The last matches before the ban don't match my history.

My final matches were played on Conduit. My career stats show only 2 Conduit matches, averaging 6.5 kills and 2,354 damage per match. Across my other 4,417 matches I average 1.07 kills and 419 damage. I mainly play Octane (1,704 matches). The ban was applied five minutes after the last of those matches ended. I did not play those matches.

3. EA's records show the account was recovered.

My account status in the export is "CLAIMED_BY_TRUE_OWNER" (updated March 20, 2024). EA Support helped me secure the account and set up two-factor authentication.

4. Unfamiliar logins.

In the days before the ban, my account had repeated logins from Sanya, Hainan, where I have never played. I normally connect from Shanghai, or through a game accelerator to Japanese servers.

I play on PC through Steam and have not logged in through Origin since linking Steam in 2021. I've played Apex since 2019, and this account means a lot to me.

My questions:

1. Is there any process for reviewing a ban that happened while an account was compromised, especially when EA's own records show the account was recovered?

2. Could a Community Manager pass this case to the Terms of Service team for one more review? I have a short evidence document (excerpts from my data export and Xbox profile screenshots) and can send it through whatever channel you recommend. I'm also happy to verify account ownership.

3. If nothing more can be done, could someone confirm that, so I know where things stand?

Specifically, I'm asking the team to check whether the device, IP and client used in those final matches, and in the session that linked the Xbox account, match my usual ones.

Thank you for reading.