Official Complaint - Falsely accused of breaching Positive Play #222502931

Hey EA.

I've tried to upload the picture attached as my EA profile display picture 5 times now.

Every time I get an email falsely accusing me of breaching the positive play charter (believe me, I've read it top to bottom half a dozen times now)

"Your EA Account avatar violated our rules.

The EA Account avatar you uploaded was in violation of our rules, so we reset your EA Account avatar. Check out our Positive Play Charter to learn what content is appropriate to share, before you try uploading a different avatar for your EA Account."

I opened a support ticket (full transcript attached) - No complaint about the support person, I know they're doing what they can do, however I'd now like to make an official complaint and use your complaints process.

(Side note, laughably, the advisor said opening a public forum thread is your "official complaints procedure"?! Excuse met? This is bottom-barrel stuff, not something from a company with 43 BILLION DOLLARS!.

Also, EA staff on forums clearly in contradiction of this, see here: https://forums.ea.com/discussions/ea-forums-general-discussion-en/where-to-file-a-formal-complaint/11935332)

My official points of complaint:

1)Your auto-detection system being demonstrably BROKEN, yet EA having the audacity to send automated fake accusations to CUSTOMERS based on a broken system.

2) 5x false accusations via email and support advisor for "breach of Positive Play Charter".

3) Refusal by EA to even CHECK the image and cross-reference your own charter before continuing with false accusations.

4) Support refusal to escalate case.

5) Missing/non-existent official complaints procedure, relying on a public forum.

6) Refusal to acknowledge there's an issue with an EA system which may be causing a poor User Experience for many EA customers.

Next steps:

1) I request a senior member of staff within EA to acknowledge my complaint within 5 working days via email, outlying either a solution, remedy and resolution to my grievances or an update from their initial investigation from my complaint.

2) I request a resolution, full explanation of what has failed here (both automated technical systems, and support/complaints processes) and remedy for the repeated false accusations within 14 working days. If this is not possible within the 14 days, I wish to be given a timeframe for this that shows EA are working promptly to resolve this.

3) An apology for the false accusations made, repeatedly.

4) An explanation of why your official complaints procedure requires me to make this public-shaming post.

Honestly, this is was a very small thing at first. I'm now actually quite angry and resent and reject the false accusations raised towards me.

Attached:

- Image that "breaches" your Postive Play Charter
- Full Chat transcript