Xbox FC26 Mass “Coin Distribution” Permanent Bans

Hi Darko,

Genuinely, thank you for your message - you're the first EA employee to actually communicate with us/me. 

I'm struggling to comprehend how EVERY appeal submitted is investigated in full  by a human. I have appealed 5 times and had the same message saying it's being upheld with no explanation as to what I've done wrong in the first place. If my appeals are being judged by a human why can't they tell me what I've done that is so wrong to warrant restriction of access to all FC titles in an account that has existed for 12 years without a single violation. 

I can't see an actual escalation process that isn't a closed loop. I appeal, it gets rejected, I can only start a new appeal. The violation has even been removed from my account on the "my violations" page so I can't even appeal against it directly.  It almost looks like the violation has been reviewed and removed however my account has been purged so there's nothing to bring back.

Thanks

We are not able to discuss your account or any appeal with you cgulcutclcjltc​.

All appeals are fully investigated by a human member of our team to a certain point. Once the team has repeatedly declined multiple appeals then they will no longer continue to investigate unless you provide new information.

Darko

Hi Darko,

Thank you for your reply.

For transparency, please can you elaborate what you mean by "to a certain point."

Many thanks,

If you appeal multiple times cgulcutclcjltc​ and our team finds evidence to support it across multiple appeals then there comes a point where they will no longer continue to investigate appeals unless you provide new info.

Darko

Hi Darko,

Thanks for your reply.

I think therein lies my issue with the process, I am unable to provide new info as I haven't been specifically told why I've been banned due to EA not wanting to divulge IP rights. It's a really bizarre loop of being told the ban is being upheld but not being told what I've done to warrant the ban, and thus being unable to provide any new info to defend myself as I don't know what I've done in the first place. 

I genuinely understand the need for anti cheat measures and having a somewhat automated process in a game with millions of players. I do think there needs to be a better escalation process in place though for the people that slip through the cracks. You've got customers over a decade old having spent thousands of pounds on digital products that have been unilaterally barred access from these products without being told why and who are unable to defend themselves.

Is there really no contact in EA that would want to hear our story? I look through these message boards and yes - I see some anger. But most of all I see people who love football and FC who just want to play your game and continue spending their money doing so. I truly believe the people who are committed enough to keep messaging months after a ban are probably worth listening too - and more likely than not aren't worthy of whatever severe sanctions have been distilled on them. I've always found the innocent people are the ones crazy enough to badger the point due to principle more than anything!

Thanks

You finally admitted your mistake. Almost all banned Xbox accounts were unbanned yesterday. Doesn’t this prove we were completely innocent?You wrongfully banned countless innocent players, destroyed our gaming experience, wasted our time and money, and provided zero evidence for the false bans.Now you just unban them quietly without any apology, compensation, or official explanation.This is completely unprofessional, irresponsible, and disrespectful to your loyal players.EA should be ashamed of this terrible support and unfair treatment. We deserve a real apology.