I was banned on December 4th, appealed December 5th. I was supposed to receive a response in 72 hours & after multiple threads on this forum as well as calls & chats with customer service I received the following email: “Thank you for contacting us regarding the action that was taken on your account.Your concern led to a full investigation of your account. After reviewing your case, we found your concerns valid and justified. We will make sure to prevent this in the future.We appreciate your help and understanding in this matter.Thank you,EA Terms of Service”But here’s the twist... I’M STILL LOCKED OUT! And now I have to wait for a further review to make sure there aren’t any “hidden sanctions” on my account. At this point I’ve lost most of my interest in this game - I missed the Xmas promo, the playoffs & now the season is over. The experience I’ve had with customer service has been the worst I’ve ever had with any company. And my time lost is worth nothing. No make right. 20+ years of being a paying customer & you called me a cheater & not even an apology.Thanks for nothing!

@DeuceQuattro24 Took them 46 days to unban me. Then two weeks later, banned again for sending coins and cheating. Didn’t do either.This is by far the worst customer service I have ever witnessed and what is worse is they don’t seem to be doing anything to adjust their anti cheating bot to avoid these false bans. They thank us for our patience—-like we have any choice in the matter. As I’ve said before. EA will not get a nickel from me again.

@DeuceQuattro24 Same here. The real problem is that this company knows that there is an issue, but apparently the collateral damage of "rare" cases is worth the "bots" and "coin buyers/sellers" they are catching. Stupid way to look at things in my opinion. The botters will just create new accounts....same as the coin farmers/sellers. Eventually this will catch up to them.

@DeuceQuattro24 Well, man, I hope you get it all figured out. I just got my 2nd ban appeal denied. I give up. I never bought/sold/farmed coins. I've determined that House Rules are the reason I've been banned---too many games quit out of because I was losing. It is the only consistent thing between the two bans. No point in arguing. This company doesn't deserve my money anymore.

@airraidassassin Hence, why from now on I will not give this company any more money. If I decide to buy Madden 22, it will be a used copy.I currently am looking in to game recording to document everything I am doing in said game and then posting it to YouTube so if another false ban is placed on me, EA will at least be exposed, and I will have proof that I have done nothing wrong.Wish I would have thought of that before restarting after my first ban.Really sucks that it has come to this, but if I have to document my every move in a video game to avoid EA's screwed up TOS software, so be it.

Hello, @DeuceQuattro24 I know our Terms of Service teams are experiencing higher than normal volume, thus wait times are longer and we must ask players to be patient while they work through as many cases as they can in the order they're received. I advise opening up an additional case at our Help site and resume the new case to get in touch with our Support team if you wish to keep tabs on the investigation and if you have any questions about your account. We apologize it's taking longer than expected and thank you for your patience waiting to hear a response back from our teams.

Vindication after 79 days, still can’t access MUT

15 Replies

EA_Blueberry
Community Manager
5 years ago
Hello, @DeuceQuattro24

I know our Terms of Service teams are experiencing higher than normal volume, thus wait times are longer and we must ask players to be patient while they work through as many cases as they can in the order they're received.

I advise opening up an additional case at our Help site and resume the new case to get in touch with our Support team if you wish to keep tabs on the investigation and if you have any questions about your account.

We apologize it's taking longer than expected and thank you for your patience waiting to hear a response back from our teams.
rjwil73
5 years ago
@DeuceQuattro24 Took them 46 days to unban me. Then two weeks later, banned again for sending coins and cheating. Didn’t do either.This is by far the worst customer service I have ever witnessed and what is worse is they don’t seem to be doing anything to adjust their anti cheating bot to avoid these false bans. They thank us for our patience—-like we have any choice in the matter. As I’ve said before. EA will not get a nickel from me again.
DeuceQuattro24
5 years ago
@EA_BlueberryI know the drill by now. I already opened up another case. Been 5 days already...

I appreciate that there are limited statements that you can make but apologies are an empty gesture. You mentioned back in December that false positives are rare & yet my case was a false positive. No apology for the splash screen calling me a cheater. No make right or compensation for my time & I still can’t access MUT or any other parts of the game. Now the TOS team has to RE-REVIEW my account. “Longer than expected” is ridiculous. Hire more people for the TOS team if you’re going to scale up your ban activity. Wrongfully banning loyal customers with significant money invested is unacceptable.

TL;DR - After 10 weeks of waiting, EA admitted to wrongfully labeling me a cheater but has not restored my account. FIX IT!
DeuceQuattro24
5 years ago
@rjwil73 Absurd. I’ve already moved on to Black Ops & Warzone which is why I’m less concerned at this point. EA has lost me as a customer. I just want to see this through to the end for the satisfaction of being fully vindicated. I really don’t like being called a cheater.
rjwil73
5 years ago
@DeuceQuattro24 Same here. The real problem is that this company knows that there is an issue, but apparently the collateral damage of "rare" cases is worth the "bots" and "coin buyers/sellers" they are catching. Stupid way to look at things in my opinion. The botters will just create new accounts....same as the coin farmers/sellers. Eventually this will catch up to them.
DeuceQuattro24
5 years ago
@rjwil73 What got under my skin the most was the “CHEATER” label. And they’re so pompous & arrogant about it. “Nobody likes a cheater & you cheated you cheater.” Emails that aren’t funny when you’re just confused & trying to get answers. If the email had said “there’s some activity on your account that needs to be further investigated for potentially violating TOS”, okay fair enough. The guilty til proven innocent is a bad look.
rjwil73
5 years ago
@DeuceQuattro24 Oh, I fully agree. What gets under my skin is the fact that this company knows full well that they are banning innocent people---I'm not going through the list again---and calling them cheaters, and then taking months to unban those who were falsely banned. Meanwhile, they are not trying to fix the problem that caused these false bans. Like I said, I was banned again for "sending" coins this time. To who? The lowest listed price on the auction house?

Meanwhile, MUT is a time sensitive game. You and I have missed a huge amount of content---MUT is the only reason I purchased the game, because franchise has been a joke for at least 5 years. So zero compensation on a time sensitive game---because content ceases around June/July. I'm out about 400k of daily quicksells alone so far, not to mention the power up passes granted for completing them. Then the coins I would have made from solo battles which I hadn't been able to complete the 13th game except once since October. But when my ban was reversed nothing. Just an email saying the reviewed my account.

This company is a joke and since MUT is time sensitive, might I point you to section 15 of the TOS, especially if they reversed you and you can't access you game.
eelo12
5 years ago
Awesome,
I received an email saying someone was trying to log into my account and today I received an email that my account has been banned.
I play EVERYDAY and have for the past 5 years. Now I'm going to miss all the promos.
If this isn't solved, I will completely turn away from ALL EA PRODUCTS
eelo12
5 years ago
We Want Justice not these scapegoat answers that just buy YOU time.
We don't care about the volume, hire more people. You're company is MASSIVE. There's no reason we cannot receive the service we deserve.
This is disgusting. You guys have a monopoly on this game, won't let others make one. Won't make a good one. And won't let normal people play what they rightly pay for.
Cherry on top, the only way to contact you guys in 2022 is by email.
GIVE ME A BREAK!!!!!
rjwil73
5 years ago
@DeuceQuattro24 Well, man, I hope you get it all figured out. I just got my 2nd ban appeal denied. I give up. I never bought/sold/farmed coins. I've determined that House Rules are the reason I've been banned---too many games quit out of because I was losing. It is the only consistent thing between the two bans. No point in arguing. This company doesn't deserve my money anymore.