Hey @supersi2110 if there is a ban on your account then you will need to speak with our TOS team to appeal: https://help.ea.com/en/help/account/information-about-locked-or-banned-or-suspended-accounts/
There is no one else who can assist you.
Darko
Community ManagerHey @montmaster645 that is not simply a thing, our team does not ban people for any reason other than a breach of the EA Terms of Service.
I took a look at your account and can see that our TOS team has replied to you multiple times with all the relevant information about the action on your account.
Have you received this email with all the info?
Darko
All the emails have said is that EA considered there was a violation and the dispute is being reviewed other than those bare statements there has been nothing of the type of correspondence you describe. I offered all information I could while travelling, which was somewhat limited, and now home have confirmed I can provide more but none has been sought. I reviewed the ToS rules and none of them apply. I just used the phone app on a plane wifi while travelling. The same use lead to a mistaken ban in August, last time when I was on a plane, but that was reversed the next day. This time exactly the same thing has happened and 10 days later all I have been told is that the issue is being considered, which itself is worrying since a) EA do not inform people what they consider the issue is and B) I have sought to provide information when I returned home and there has been no means of providing it. My son in particular is very upset at the family losing out on the pre-release and the rewards. I have dealt professional with international banking fraud investigation agencies that are more forthcoming that EA have been.
Community ManagerAs I said @montmaster645 our team has reached out to you with all the relevant information about the ban and what can be done.
There is nothing more that we can do to assist on AHQ.
Darko
Just so the general public know "all the relevant information about the ban and what can be done" means:
- EA tells a user they are banned
- EA refuses to give reasons but instead tells the user to read the Rules and guess what the accusation might be. Quite Kafkaesque.
- When a user contacts EA to see what the issue is and what information is needed, all that the user is told is "you will hear back, maybe in 10 days, but it might be longer, but in the mean time we don't want to work with you if there is an error or if information would help".
Apparently it might be the "world's game" but don't play while travelling the world!
I have no information about the ban and there is nothing I can do. That is why I'm having to take this legal. Does EA have a registered correspondence address for legal issues in the UK or does it still hide behind a boilerplate address in Switzerland?
“ our team has reached out to you with all the relevant information about the ban and what can be done. ”
Let me tell the forum what such arrogance means:
- After this post I received an email stating I should contact chat to fix this
- I said to chat when I followed up that the chat better not end with the cliché “we can’t help
because it’s a ban and EA banned chat advisors moving matters to the dispute team”. As you probably can guess that is exactly what happened. Liaising with EA as requested by their
own Customer Services was a complete waste of
time.
- Worse after the first email and before the chat I received a second inconsistent email that said “you have already raised a ticket, we couldn’t find any record of a dispute regarding the ban. Therefore, we request you to follow the steps and raise a dispute.”
- So after 10 days of waiting and being told the dispute was being handled by an expert team blah blah blah, it turns out that was a complete lie
- I was promised the new dispute would be prioritised. As you can guess nothing has happened.
AHQ mods should not give the forum a false
impression that the process is handled in anything close to a professional manner. Doing so would be untrue.
Community ManagerI can only work off the information you share @montmaster645 and I can see that our TOS team has replied to your appeals with all the information they can share.
If you are not receiving them then you need to check your email account and settings.
There is nothing more anyone can do to assist you with his.
Darko
