Victim of account compromise penalized by EA - Appeal stuck for 14 days

Hi JokerulTudy​,

I'm sorry to hear that you're still waiting for an update on your appeal, especially given the circumstances surrounding your compromised account.

I understand how frustrating this situation must be, and I appreciate you taking the time to explain your concerns.

Unfortunately, we're unable to access individual appeal cases, expedite reviews, or overturn account penalties through the forums. These cases must be handled by our Terms of Service team through the official appeal process.

That said, would you mind sharing your Case ID with us? This may help us better understand the status of your request, although we can't guarantee any changes to the review process.

I know this isn't the resolution you were hoping for, and I appreciate your continued patience.

Thanks again!

If my case is not reviewd by a human specialist within the next 48 hours, I will be forced to escalate this formally by filing a consumer protection complaint through ANPC ( Natinal Authority for Consumer Protection) and the European Consumer Centre (ECC), providing all transaction receipts and the lack of support resolution as evidence.

I am a European citizen and a paying customer who bought the game and FC Points legally. Being penalized after reporting a cyber-theft and having my customer rights ignored for over two weeks is unacceptable.

Hi, EA_Salmon​ 

Thank you for your reply, but unfortunately the advice to use Live Chat does not work. I have already contacted Live Chat support multiple times, and the agents refuse to help. They state they operate under a strict script and not have the technical tools or authority to check ToS decisions or escalate pending appeals.

I am completely trapped in a Loop: Chat tells me to wait for the ToS email, an ToS email system has been completely silent for 14 days, violating the 10-day deadline promised by EA.

Hi JokerulTudy​,

I'm really sorry to hear about what happened to your account. I can understand how upsetting and frustrating this must be, especially when you've already taken steps to secure your account and have been waiting 14 days for an update on your appeal.

First, I'd like to clarify that appeals are reviewed individually by actual members of our Terms of Service (ToS) team, rather than being decided solely by an automated system. While some responses may use standardized wording, the appeals themselves are reviewed by real people.

Unfortunately, account-related enforcement matters, including bans, warnings, and appeals, can only be handled by our dedicated ToS team. For security and privacy reasons, the community side doesn't have access to internal account records or enforcement evidence, and we're unable to review, overturn, or escalate individual appeal decisions through the forums.

Since you've already submitted an appeal, you can check for updates through My Cases.

You can also visit our official guide to account bans and suspensions and use the Contact Us option at the bottom of the page to connect with our support team via Live Chat and inquire about the status of your appeal.

I know this isn't the immediate resolution you're hoping for, and I genuinely wish we could do more to help from the forums.

Thank you for your patience and understanding. I hope you'll receive an update on your appeal soon.