Improve the system and customers service

I would like to provide feedback about my experience with EA Help and the Terms of Service appeal process.

I believe the current process is unfair and lacks transparency. I have submitted multiple appeals regarding my Transfer Market sanction and provided detailed explanations of my trading activity, yet I continue to receive what appears to be the same copy-and-paste response. None of my evidence or questions have been acknowledged.

The main question I have repeatedly asked has never been answered: what specific transaction or activity caused my sanction? Instead of explaining what triggered the ban, I receive generic replies stating that the sanction has been upheld.

I explained that my final trades involved the Start Performer Erling Haaland card after he scored two goals against Brazil on 5 July. I bought one card for approximately 1.28 million coins and sold it for approximately 1.8 million coins at the market price. During the early hours of 6 July, I noticed the price had temporarily dropped to around 1.3–1.4 million coins, so I bought around five to six cards as an investment, expecting demand to increase later that morning. As expected, the card price fluctuated and continued to rise throughout the morning and over the following three to four days. The market history for that week should clearly show this. These were genuine market investments based on supply and demand, not coin distribution or market manipulation.

Despite explaining this in detail, none of my evidence has been acknowledged or addressed.

My experience with EA Help has also been extremely disappointing. I have been given different information by different advisers, making the process confusing and inconsistent. One adviser told me to wait before appealing again, while another escalated my case. I followed the advice I was given, but it did not help resolve my issue.

I also accidentally closed my active Terms of Service case, which was an honest mistake. After realising what had happened, I contacted EA Help several times asking for assistance. Unfortunately, I was given incorrect information and no adviser was able to help me reopen or continue my appeal. This has left me unable to submit another appeal, despite believing I have been wrongly sanctioned.

I have now been waiting for days without being able to appeal, while still serving a sanction that I believe was issued in error. I do not believe this is good customer service, especially for someone who genuinely believes they have done nothing wrong.

I fully support EA taking action against coin sellers and players who break the rules. However, if false positives are possible, there must also be a fair process for legitimate players to challenge incorrect sanctions.

I believe EA could improve the appeal process by:

* Ensuring every appeal is genuinely reviewed by a trained human moderator.

* Responding directly to the evidence submitted by players instead of sending standard template responses.

* Explaining, where possible, what specific activity resulted in the sanction.

* Allowing players to provide additional evidence before closing an appeal.

* Improving communication between EA Help and the Terms of Service team so players receive consistent and accurate information.

* Providing better training for customer support advisers so players are not given conflicting advice or left unable to continue an appeal after an honest mistake.

I simply want a fair review of my account and a proper explanation of why I was sanctioned. I hope EA will review its current appeal process to ensure that honest players who may have been falsely flagged are treated fairly and given a genuine opportunity to be heard.