Banned for being hacked! Shocking customer service
I contacted EA about two weeks ago as my account had been hacked, I believe somehow through the web app. I gave them an exact date and timeframe of around 8 hours when this happened. They ask what had been lost and I told them again exactly what had happened as I could see on the app. Someone has sold/quicksold all my tradeable players or valuable ones and spent the money on bronze cards at 10k a time. Surely EA can see who these cards have been bought from by the way. I told them in total I maybe lost around 500k coins total value of players etc at most and a few fc points. They said they would look into this. In the meantime they changed my passwords etc. a few days later I recieve an ai generated response saying I am banned due to balance transfer. Great service EA! I appeal this decision, again ai generated generic response with a big f u we don’t care. Absolutely disgusting customer service and no way of taking it up with a real person as they hide behind the automatic responses. I do not believe my account has been looked at by a single person but simply ai checked.
Hey CRAIG-SHORT-132,
Thanks for taking the time to share your experience, and I'm sorry to hear that your appeals haven't been successful.
Unfortunately, account actions are out of our hands, as we aren't able to access account information here on the forums and don't have the necessary tools or records. In this case, it'd be best to first focus on securing your account, whether that's by continuing the conversation for the missing content and going through as many of these security steps as possible to help get your account back under your control.
Afterward, I'm afraid you'll need to continue creating an appeal so our Terms of Service team can take another look. This review is conducted by a human advisor, not an automated system, though they do communicate via templated responses for consistency. As long as you don't receive a message stating they consider the case closed or the decision final, you should still be able to appeal. This is optional, but if you have any evidence of the hack, feel free to include it within your next appeal.
