@stalhill wrote:
So is it really too much to ask the EA come clean and give an explanation? Yes we know there will be false positives, but to the extent this has been happening recently, surely an explanation linked to a new system, an upgrade to the anti-cheat that made a recent bout of false positives isn't too much to ask for? Although I expect the answer is that EA don't wish to admit fault because this will expose them to some form of compensation claim - sure I have been unable to play the game I paid for over a 6 week period, the events, the lost tokens, the lost progression, all insurmountable now.
To clarify my previous response, you are seeing more reports of players getting banned on a frequent basis so naturally you'll see more posts created where the individual is unsure of what they've done or claims they weren't cheating at all. This is a behavior I witnessed since launch and from my years in customer service I want to make sure I do what's right to advocate for the community, so these concerns were absolutely raised up the chain to determine if we're actioning accounts incorrectly, because in the event that's happening it's going to domino into a larger problem.
So when these reports were raised and reviewed, they found the actions were valid and the individuals were found within the appropriate limits of violating the rules for Madden NFL. Keep in mind that when you see a post from someone claiming they didn't do it, doesn't mean they didn't do it. This doesn't mean I think you did anything to indicate you broke the rules, but an example where false-positives are very much what they are, extremely rare on the grand scale of disputes we receive. We stand by our system and will always communicate with the community if we realize errors were made.
With that being said, it's tough to ultimately determine which dispute is authentic on these forums because our forum staff is not handle these investigations, but we do give everyone the benefit of the doubt they are telling the truth and deserve a review of their account actions. I encourage you all to contact our Terms of Service team as soon as possible if you wish to have them review any actions on your account. They are willing to look at it again if you're not satisfied with the results, but I recommend providing as much detail as possible to your dispute to add any information you think would be helpful to their investigation.
I'm sorry for any frustrations that may have came out of this and as a longtime Madden fan myself I know a lot of time goes into building a great time, so I truly wish you all the best of outcomes throughout this process.
