I'm incredibly disappointed in ToS team

Question

I've reached FC champion and got 50 stars in both H2H and VSA, which is a great feat even top players are struggling to reach. Just a few hours after I got 50 stars in VSA, I discover that I got banned for a month.

I was shocked to see the message and went to EA help and contacted the ToS team, and three days later they've responded that I've cheated in online games. I have two points to make:

1- I have never used any cheat in online matches, I was a top player for a long time and there's absolutely no reason for me to use cheats nor do I have any intention of risking my 8 year old account for a potential perma-ban. Especially after I've advocated many times on this forum about banning cheaters, which will take me to the second point.

2- What exactly is the protocol that the team follows to determine whether that account was guilty of cheating? because as far as I'm concerned, they've just seen that there's no way I would achieve 50 stars in two div rivals modes and determined that they should ban my account. A pure guesswork and very wrong at that.

So what now? Do I file another appeal? Do I quit the game because the ban seems like a reward for the effort I put in div rivals (330+ total wins)? Do I wait for the ban to end, which means that the event shards I've collected in the past two weeks will be gone and I've wasted my time?

Disappointing...

eoibqpw0vpnp · Answer

Same response, I don't even know what I did wrong, or if I will get banned again next time because, again, I've never done anything that violates ToS.&nbsp;

mendozzamagic · Answer

per the advice on your first screen shot - if you think it is incorrect, follow the link and lodge an appeal

dgidk · Answer

I find it hard to believe the ToS team is doing a full manual review on cases and instead are answering from a template they are given which is why the responses are so robotic like giving no explanation or a reason why. Im thinking that the automated ban system are picking up on false suspicion which is frustrating for us customers when we just wanna game, well-knowingly we have done nothing wrong and are left with no help afterwards

eoibqpw0vpnp · Answer

I've contacted them two more times, and their response indicate that either there's no automated ban system and they're basically guessing, or the system needs a lot more work and the team behind it are clueless.

But since contacting them proved to be pointless. If the ban was permanent then I would've lost an 8 year old account at someone's else's whim, and there's nothing I could do about it.

dgidk · Answer

I have also gotten these kind of messages "After thoroughly investigating your account... the sanction will remain in place." But they don't explain why, which makes it difficult to accept the decision. Then you are left with no clear option for dialogue, which is extremely unsatisfactory. Under GDPR rules Article 15 and Article 22 we have rights to know.

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I'm incredibly disappointed in ToS team

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