Madden Nfl mobile- Account banned with no reason?

Still nothing from the TOS folks. Still waiting patiently.

I've now gone 24 hours plus without Madden. The tremors should stop soon.... :eahigh_file:

If it has been 72 hours, you should absolutely open a Help ticket and provide details about when you submitted your email to lets_talk and that you haven't gotten any contact yet.

Later on, when the East Coast US opens for business, the Help section will give you the option for a Tech Support person to call you on the phone. Choose this and complain there too.

It's one thing to have a long wait time, but where they do make sure to contact you within their own rules.

It's completely unacceptable for them not to respond within the timetable they themselves set.

Well, I got this from them. At least it is something, but there's a few things that bother me:

Dear Customer,

We have received your message regarding the action taken on your account.

EA's Terms of Service team are looking into this issue and will respond once the matter has been fully investigated according to our internal policies.

In order to thoroughly examine the matter there may be a delay in responding, however we will endeavour to provide you with a resolution in a timely manner.

Please note we are currently experiencing high volumes and this may result in a minimum delay of 72 hours. Please do not submit further appeals as this may reset your place in the queue. We appreciate your patience in this matter.

Yours sincerely,

EA Terms of Service

1. Why not send this exact email as an automatic response to every email they get? Why, instead, wait 24 hours before sending it out?

2. What does it mean that it "may" result in a "minimum delay of 72 hours"? That they'll have an answer for me, but gosh, we're sorry, the minimum delay is 72 hours so we'll talk to you in two days?! It just seems poorly written - you're talking about the first response to someone who believes that they have done nothing wrong, and have been waiting for 24 hours with a Banned account without any information. No big deal on the one hand, but on the other hand, how hard would it have been to write an email that made perfect sense, with no confusion or ambiguity?

Anyway, this is where I stand, still sitting tight, being patient.

No actual information yet at all, other than the fact that this team seems to be in the UK somewhere (the spelling and word choice, the timing of their email (work day in UK, 4am ET) and the circumstantial evidence that they didn't communicate at all yesterday during Hurricane Ophilia).

That really stinks.

You can definitely try to contest the purchase with Google Play, or your CC company.

I would also suggest that, if you can stomach it without blowing a gasket,  you try one more round of escalating the issue with EA CS and try to get a dialogue with a manager.

Patiently explain the situation that you did nothing wrong, you are now banned, it was investigated and they are keeping you banned for no reason, etc. etc. Maybe you can at least find out what they think you did.

I will say that I'm not sure that your purchase is directly relevant to this - in other words, the fact that you bought Madden Cash is not in and of itself a reason that they should unban you if in fact you are a bad guy and violated the TOS. (I'm not saying you are at all! I'm saying that the purchase of Madden Cash doesn't actually relate to clarifying your banned/not-banned status.) But, if after even escalation of the case to CS managers they do end up keeping you banned, you should be able to argue successfully for a direct refund from EA of what you purchased.

You are lucky, guys. Everything i got is letter with message that one of my requestwas deleted.(i wrote two messages the first about ban and second about inaccessible network). I don’t show you letter because it is in russian, that is rather strange, because my request was in english.

and then i got one more letter with link, where i can rate ea support. Such an irony...

seems we all gonna get a kick out of Madden universe. I saw this reported from guys in Russia, China, Taiwan, India, Indonesia, Turkey, Israel. not seen any western European bans or Americans in this wave.

on reddit forums I saw a screenshot of guy who got same negative reply with reasoning he was in loved in "wins farming"

seems they just cut out those countries because there is very few fan base of nfl and just let it go for other countries to be protected of evil coin farmers who live in those countries. 

can we request bank that our recent credit card transactions for madden cash were fraudulent?

I am in Taiwan, and also got banned last weekend in the middle of the tournament for apparently no reason. Never cheated, wouldn't know how to. Followed up with "lets_talk@ea.com" (ironic name, by the way, I don't see much in the way of talking things out"). I finally got the following email:

"The action pertains to the following violation:
• Interfere with or disrupt any EA Service or any server or network used to support or provide an EA Service, including any hacking or cracking into an EA Service.
• Use any software or program that damages, interferes with or disrupts an EA Service or another’s computer or property, such as denial of service attacks, spamming, hacking, or uploading computer viruses, worms, Trojan horses, cancel bots, spyware, corrupted files and time bombs.
• Use any robot, spider or other automated device or process to access this website for any purpose or copy any material on this website.
• Use or distribute unauthorized software programs or tools, such as “auto” software programs, “macro” software programs, “cheat utility” software program or applications, exploits, cheats, or any other game hacking, altering or cheating software or tool.
• Use exploits, cheats, undocumented features, design errors or problems in an EA Service.
• Promote, encourage or take part in any prohibited activity described above.
After thoroughly investigating your account and concern, we found that your account was actioned correctly and will not remove this sanction from your account"

So don't expect much in way of satisfactory answers, I still have no idea why I'm banned. I followed up with another email, but I am not hopeful

I'm now at 71.5 hours from my email to them, 76 hours from having both accounts banned at the stroke of midnight ET Sunday night.

There was a brief incident last year like this for some overseas folks, which at least for me, they did fix eventually. It's hard to believe that they would just shut down access from multiple countries overseas because of a few bad apples, rather than, uh, actually doing the job of weeding out the bad apples (!) but I guess stranger things have happened. Like I mentioned upthread, I have a family member with me here who is still playing without a problem, so I guess they didn't shut down all players from our area, but that just begs the question why they blocked me, since I have done absolutely nothing wrong, and have been a loyal, active player for 3 years. I have never purchased coins from 3rd parties or sold any, never tried any bots or crazy software, etc. etc. etc.

One odd thing I had at first was that I would get the Banned message from my data connection, but Madden wouldn't even load to the 'choose a team' screen from any WiFi. (In the past, I could play fine from both.) Over the last few days, this seems to have changed and I get the Banned message from both. I don't know if that's a bad thing, or a good thing - that there was some connectivity problem that they resolved, on top of the Banning.

I fully get that Banning bad guys is just a part of running online games these days, and also that investigating people who were false-positives might be hard and annoying work, looking for evidence for something (cheating) that you suspect is there, but isn't. I just wish that there was a quicker and more transparent way for EA to do this, and to communicate with us better.

At the end of the day, it IS "just a game" right? But given the ubiquity of mobile devices and the amazing sophistication and immersion of modern game design, our mobile gaming has become just as much a part of our lives as anything else, like eating or sleeping. Gaming is a part of our day, a part of our lives. We are invested in it as an activity, and also financially. When that is taken away -- suddenly and for no good reason -- I think we are justified in feeling hurt and confused, and if EA values its customers, they should address that, both by fine-tuning their methods to yield the fewest false positives possible, and to treat even suspected cheaters with a little more dignity and communication.

Just my 2 cents.

We're at 76 hours since I emailed them, and still nothing.

It's kind of ridiculous to set a specific (and LONG) time period for customer service to get back to a customer, and then not keep to the time you said yourself.

Even crazier, I have a regular tech support guy (not TOS) trying to convince me that it's really "five business days" which I don't see it saying anywhere on the EA site at all, and even the automated email from TOS said 72 hours.

Come on EA. This is pretty silly.

I reread the Lets_Talk email directions, which actually do mention 5 business days. Wow that's a long time.

Hokay. Still waiting....

similar things I experienced. Banned  around 4 days ago, and got response from help@ea after 3 days, sharing a new email address.

Then I sent the request to letstalk@ea and I got a response today saying they did a "thorough investigation" and I am banned rightfully 🙂

I am from Turkey BTW, and I also travel quite frequently so I connect from several other (Middle Eastern) countries.

It is really weird to say "I did nothing wrong" when EA cannot provide any evidence about this ban.

I requested the evidence of my wrong action again. Lets see what I can get..

And yes, I agree:

"Come on EA. This is pretty silly."

🙂

And no evidence again. I am sure that I never breached the game rules. But as EA doesn't care, they just ban without any explanation or evidence. 

Yes, EA's approach seems to be that their ban is the evidence you did something wrong.

EA: You are permanently banned for breaking the rules.

Innocent customer: But I never cheated.

EA: But we banned you.

Innocent customer: Yes, and I never cheated.

EA: Well our thorough investigation shows that we banned you, and since we only ban people who break the rules, therefore you broke the rules.

All reasoning people: Huh???

Of course, even though EA's "thorough" investigation isn't transparent, we can be sure it is 100% flawless. Look at their games, there are never ever any bugs. And I'm sure they save their real tech wizards for the team that looks into terms of service breaches. There's absolutely no way they could ever make a mistake.

Although I can create a new ID and restart the game which I enjoyed much, I really don't want to. This is what EA wants, too, I guess.

I'm still waiting patiently.

My "five business days" were up on Friday. The only contact I've had from the "Lets_talk" people has been an automated email 24 hours after I first contacted them. Now I'm stuck still locked out through the weekend, with Most Feared well underway. Who knows when they'll respond, and based on the other comments here, they'll probably just say "you are still banned".

It's just a bad look, EA!

Figure out a way to A. Get back to people quicker and B. provide more information about what you think we did!

It appears I got unbanned. I sent a second email, and although the last email I got from EA was the standard “you have to wait at least 72 hours for us to get back to you”, I randomly tried to log in and it worked. A message in my league chat said I had been unbanned 25 minutes previously. Still, no explanation or even notice from EA so I’m skeptical going forward. But who knows, if you want to be unbanned, I guess keep trying. I still think the way this was handled (and is still being handled) is utterly ridiculous