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62f934a0bbdcdfaa's avatar
62f934a0bbdcdfaa
3 days ago

Re: Блокировка игрового аккаунта

Hi everyone and EA Community Managers,

I desperately need help from a human being. I am stuck in an infinite loop with EA Help support for weeks and I don't know what else to do.

The Situation: My EA SPORTS FC Mobile account has been suspended/locked. I want to submit an appeal to the Terms of Service team to prove my innocence.

The Technical Bug: When I go to the official "My Ban History" tool (https://help.ea.com/en/help-tools/penalty-history) , it explicitly states: "No Active Penalties". (I have attached the screenshot below).

Because the tool shows 0 bans, there is no button to click "Dispute".

The Support Nightmare (tickets - #231924637, #231806712, #231838003, #231948574, #232475682):

  1. I create a ticket via the Webform (General Questions) explaining that I cannot use the Dispute Tool because it's empty.
  2. A support advisor (Mamta/Pobi/others) sends me a copy-paste template: "Please go to the Ban History page to file a dispute." OR smth like this: "First, I suggest to open this link, then select "Submit an Appeal" under the Help Topics field. https://help.ea.com/en/customer-care. Next is click "Submit" and under the solutions page, select "Email Us" under the Contact an Advisor section."
  3. I reply that the page is empty and the link is useless for me.
  4. They close the ticket or send the same link again.

One agent (Takatiba) admitted that FC Mobile suspensions sometimes do not appear in the web tool, but he closed the chat without escalating.

My Request: I am physically unable to follow the standard procedure because of a bug in the EA website involving my User ID. Can a Community Manager please help me escalate my case to the Terms of Service Team manually?

Details:

  • Game: EA SPORTS FC Mobile
  • OC: iOS
  • User ID: 62f934a0bbdcdfaa
  • login: swatiqq
  • email: [edit: email address removed]
  • Issue: Suspected False Positive Ban / Hidden Ban not showing in History.

Please, I just want a fair review of my account, but the automated system is blocking me.

Thank you.

1 Reply

  • 62f934a0bbdcdfaa's avatar
    62f934a0bbdcdfaa
    7 hours ago

     PLS HELP! AGAIN! I HAVE NO PENALTIES IN THIS TOOL https://help.ea.com/en/help-tools/penalty-history/

    Hi there,

    Thank you for contacting EA. I'm Takatiba and I hope you're doing good besides the issue you're experiencing.

    I've understood that your FC Mobile account has been suspended. I completely understand your concern as an avid gamer myself and will definitely help you the best I can.

    Due to some recent changes we're no longer able to raise disputes on behalf of our players and you need to raise a dispute from your end.

    To dispute your ban or suspension, please follow this link to create a case and send your details to the Terms of Service Team to review your case.

    https://help.ea.com/en/help-tools/penalty-history/


    We also recommend following the steps here to find out why we issue bans or suspensions and how to submit an appeal if you think we’ve made a mistake.

    https://help.ea.com/en/help/account/information-about-locked-or-banned-or-suspended-accounts/

    Remember to mention FC Mobile and your user ID while raising the dispute. If you experience any issues accessing the links, do let us know.

    You can check the status of your case from My Cases on EA Help.

    https://help.ea.com/my-cases/

    Visit Answers HQ to get help from other players in the community.
    Follow @EAHelp for everything from outage info to game news.

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