Customer Support Levels
Can someone answer my question! I've been looking everywhere through this website and EA's main website as well as online through different windows and i cant find out the chain of command with cust...
Forum Discussion
EA Cases
Case 1 - #56449627
19/02/2020 4.25pm – 4.45pm
Advisor – Divyanshu
I contacted EA regarding not receiving the apex Predator rewards as I received an email advising that I apparently abused a glitch, which was supposably allowing you to move up in ranks. This email was false and photos were supplied showing my account info. A lot of time was put into improving skills to move up the ranks to apex predator and I was incredibly frustrated to see that I had been moved down to bronze. I was assured by Divyanshu to worry but to be rest assured that it will be sorted out. I was then told that it required special assistance from your ToS team and that I will receive an email once the investigation is completed. 27/02/2020 9.21pm – ToS responded with the following: The action pertains to the following violation:Promote, encourage or take part in any activity involving hacking, cracking, phishing, taking advantage of exploits or cheats and/or distribution of counterfeit software and/or virtual currency/itemsAfter thoroughly investigating your account and concern, we found that your account was actioned correctly and will not remove this sanction from your account. Not resolved!
Case 2 - #56827030
28/02/2020 3.38pm – 3.58pm
Advisor – Prachi
I contacted EA again as I was not happy with the generic email received from ToS considering a previous email from ToS stated that if you were in diamond or predator, you will be demoted to platinum which didn’t happen as I was demoted to bronze. I advised Prachi that I had used the glitch a handful of times due to the games servers not functioning correctly i.e. only getting a singular teammate, no teammates, server lagging or server dosing by another player. I request the same issue from case #56449627 be resolved as you could see from the photos supplied of my account that the game wasn’t abused. Prachi advised the account had a sanction put on by ToS and the case had to be again escalated to be rechecked. 29/02/2020 – 3.10am ToS responded with the following: After thoroughly investigating your account and concern, we again found that we actioned your account correctly after it was found to have violated our User Agreement. We will also be unable to provide any details regarding our internal procedures.Due to this violation, we will not remove the sanction that was applied to your account.You can review the full User Agreement at http://tos.ea.com/legalapp/WEBTERMS/US/en/PC/After completing two full investigations into your complaint, we consider this matter closed. Not resolved!
Case 3 - #57002757
03/03/2020 6pm – 6.25pm
Advisor – Rajat
Once again I had to contact EA regarding my account, as my request still isn’t resolved. Rajat confirmed that he had checked from his end with the Specialist team and they shared that it appears to be an ongoing issue with most of the players in the world but no worries, as it will be fixed. He advised that if I’m eligible then I would definitely get it however when I questioned the eligibility criteria, he couldn’t tell me. He advised that I will just need to wait until the issue is fixed and but no worries you will not get denied by them. Not resolved!
Case 4 - #57110327
06/03/2020 4.59pm – 5.30pm
Advisor – Satyam
Again I had to contact EA regarding my account, as my request still isn’t resolved. Satyam checked through the history and advised that apparently they have tried all possible fixes that should have fixed the issue by now. As it turns out none of the steps seem to be doing the trick and that it would once again need the intervention of the Specialists team and escalated to senior management. Satyam advised that there was apparently a ban on my account which I wasn’t made aware of until now. He confirmed that it would be the reason as to why I didn’t receive the rewards and that he would escalate a dispute so that it will be resolved. I advised that Rajat confirmed that I wouldn’t be denied the rewards however Satyam said that it was known issue and our specialist team investigated it very deeply and already distributed the rewards and if you still didn’t receive them then it needs to be escalated to senior management. 10/03/2020 – 8.48pm. ToS responded with the following: Hello,We received your latest message regarding the action taken on your account. We have performed all investigations possible on this issue and will not reverse the decision. Please do not expect further responses on this matter. Thank you,EA Terms of Service. Not resolved!
Case 5 - #57436755
15/03/2020 1.47pm – 2.56pm
Advisor – Subhalakshmi
Again I had to contact EA regarding my account, as my request still isn’t resolved. I requested to speak to someone in a higher position as the previous case was apparently being escalated to senior management and my request was over looked. Subhalakshmi advised that my issues had been forwarded to TOS to investigate and it had been escalated to the concerns team. He requested time to discuss with his team. I explained that I’ve played with a lot of randoms and finding people to play with through communities however unfortunately you cant control if they dash boarded or not. I also explained that I had used the glitch around 10 times because the game was only giving me 1 or 0 teammates which makes it hard to play in predator as it is a high skilled lobby however it was never used in a bad game or an ok game, I enjoyed the challenge. I also explained with being Australian the ranked servers aren’t populated so I have to play on American and Asian servers so there was an inability to communicate from either lag or lack of people with mics so communication was difficult. I explained my confusion of why I was set to bronze 4 when I was in the top 9000 players at one stage and in just 2 days I had played my way up to Gold 1 although that still wont allow me to play with my mates. Subhalakshmi advised that he will once again send it to TOS and will mention that I’ve been waiting since February to have this issue resolved. He advised that he will also be expressing his concerns in the case notes and I should mention it on the forum as that may have an impact. No response received from TOS and still not resolved!
Case 6 - #57791076
23/03/2020 9.14pm – 10.02pm
Advisor – Oisin
Once again I had to contact EA regarding my account as my request still isn’t resolved. I requested an update on my previous case as I hadn’t received a response. Oisin disregarded my question and just proceeded with questioning if I was disputing the wraith exploit or ban and I explained that I didn’t know what the wraith exploit was however I explained that I had used the glitch around 10 times because I wasn’t given teammates or the servers weren’t functioning correctly. He explained the rules which I was well aware of but not at the time of use was I made aware that the dashboard was punishable and confirmed that the glitch wasn’t used to get to the predator position and the rewards shouldn’t have been removed for that small amount of uses as it was under the abuse threshold as well as the other bugs in the game which also put me at an unfair playing field. He questioned if id like to dispute again which I agreed. He advised that it is the 3rd review done with the same outcome which I agreed however I am not getting an explanation as to why. He confirmed that the case wont be overturned and ended the chat without warning and explanation. I have to say, Oisin was the worst customer experience operator I have dealt with as I waited over an hour in the queue to chat to be put back in queue at place 37. No response received from TOS and still not resolved!
Case 7 – Facebook Messenger
23/03/2020 10.41pm – 12.48am
Advisor – Neil
Once again I had to contact EA regarding my account, as my request still isn’t resolved. I requested further assistance, as the previous customer support team member was rude and not helpful. Neil asked what the issue was and I explained the situation and that this is the 7th attempt at trying to get my predator rewards. Neil advised that he was unable to assist as the ban cant be reverted so I requested to speak to someone higher up and he advised that the only thing that can be done is to send another dispute to get the ban looked at and kept refusing to give contact information of someone higher up. I confirmed that I hadn’t received a response from the previous case made over a week ago and he said that because it had been declined 3 times already the chances of having it overturned is not good. Still not resolved and no reply!
Case 8 - #58178107
31/03/2020 11:58 PM - 12:38 AM
Advisor - Sanjeev
Again I had to contact EA regarding my account, as my request still isn’t resolved. Sanjeev advised that he will look into the details and provide the best possible solution, i then sent him a summary of all my cases for his perusal and he confirmed that the apex legend ranks had been removed due to unauthorised activity, which I was well aware of. He advised that there was one last chance to send one more request to restore my ranked points and confirmed that most users receive their rank points on our request by sending it multiple times. I requested to speak to senior management as my case was meant to be taken over by them weeks ago and no response from senior management has been received. Sanjeev ignored my request and continued with all my details of the case would be sent to the ToS to look into and mention that he’d done everything he could from his end. I requested again to speak to senior management and he advised that there’s no direct contact to TOS except through them via email. He advised again that they’ve done everything they can and it need to be sent to the expert team for review and I’ll need to wait for their reply.
TOS respond with their normal generic email only 3mins later advising that the decision won’t be over turned. I’m very frustrated that I’d spent a lot of time and effort in getting this resolved knowing that they couldn’t have reviewed all 7 cases in 3mins.
Issue still not resolved
Case 9 - #58347978
31/03/2020 7:37 PM - 8:05 PM
Advisor - Sunit
Again I had to contact EA regarding my account, as my request still isn’t resolved. Sunit requested more information as to why I was contacting EA Help and I supplied a brief summary of all previous 8 cases. Sunit confirmed that it shouldn’t of happened and that the service team had actioned on the account for help and that they will re-escalate to the team so that I can get the help from their end. I explained my frustration as it had be escalated so many times without it being properly investigated and they mentioned that if it was up to them, I would have had my rewards by now however the option isn’t available and it requires the concerned team to do that so please don’t worry. They advised that they will mention all the details on my case. I then queried if my previous cases were escalated to a manager as I was informed that it would be and she confirmed that it they were. I then asked for the managers details and how I could contact them and they advised that I would receive all the details in the email response.
I questioned the managers details again because if I was denied again I would like to speak to senior management as they were supposed to be taking over the case weeks ago and I don’t feel like I’m getting the service required once it is escalated. Sunit confirmed that I would still need to wait for the confirmation from their terms of service team. I then queried what I should do if denied again and Sunit confirmed that I would need to contact them again however they advised that they were very positive that I won’t get denied.
Issue still not resolved!
Case 10 - #58352357
31/03/2020 10: 08 PM - 11:35 PM
Advisor - Anubhav
Again I had to contact EA regarding my account, as my request still isn’t resolved. I asked how I could get into contact with a manager as I was told I would be dealing with senior management. Anubhav questioned if I was contacting about Apex legends and said he would check their availability as they were working remotely. He then asked for me to elaborate on my issue. I mentioned that I’d had previous cases denied not over turned and that I would just like to speak to a manager to discuss my case and situation. I confirmed that I had made a case earlier today and provided the details and advised that I feel that TOS isn’t looking into my cases properly as I only get the general email within a short amount of time from ending the chat and that I would like to speak to a manager to get them to look into it properly.
Anubhav said he would check the previous cases and understood how discomforting it would be to face such issues but do not worry as we will try and get the best possible help to resolve this concern. He then continued to advise that I had contacted them 3 times now and TOS has already dined them all and that he can no longer help. I confirmed that I was unfairly denied and he confirmed that TOS was their higher team and there was no way he could get me connected to them and suggested that I provide additional information. I confirmed that I had done that and kept getting the same bot email flooding my email inbox. I requested details for someone from senior management as my case was meant to be taken over by them weeks ago and I still hadn’t heard anything. I also advised that if he looked into my cases he could see that they hadn’t been given the proper investigation that they require. Anubhav advised that he check all possibilities and let me know. He then advised that that it can’t be escalated to senior management at this time. I requested to speak to someone who could as the previous person said I could contact them if denied. Anubhav advised that I will need new information before it can be escalated again. I advised that it isn’t helpful and suggested that he look into my cases and see that I had already done all the steps he is requesting and it hasn’t helped. I then asked why it can’t be handed to senior management as I had been told previously that it was weeks ago. Anubhav then responded with as the case was denied 3 times it can’t be escalated again unless new information is provided. I confirmed again that new information was provided in the 3rd case and that he hadn’t answered my question as my question was to be escalated to senior management and not TOS as I was informed that this was to happen. I asked if he needed the case numbers. Anubhav finally advised that he will try and connect me to a supervisor as there was no way that he could connect me to senior management.
Gaurav, Team Leader commenced the chat to try and assist. I provided the previous case number and advised that I was going to speaking to senior management as they were apparently taking over my case on 06/03/2020 however you are the first form of management that I haven finally heard from. I confirmed that I was contacting about the apex rewards and that I understood I had been denied 3 times by TOS however if there was a proper investigation carried out on my cases and account you’d see that I had been unfairly denied. Gaurav advised that my issue was not only denied once but 3 times and the TOS team will not be going over all the same cases as deeply all three times. I confirmed that I understood that however expected it to be relooked at when new information that I had supplied was submitted and they responded via email within 3 mins advising that it won’t be overturned so I don’t feel it was relooked at properly. Gaurav advised that as it was denied 3 times there is nothing more that can be done. I queried why the previous advisers suggested that it would be re-escalated if new information is supplied and he is just refusing to do anything more. Gaurav advised that the previous advisors had provided false information and that he will not be doing anything more regarding this issue. I questioned that if they were all giving me false information then what would he suggest that I do to get my issues resolved. Gaurav confirmed that he had not read through my cases and I questioned how he was supposed to help without reading them. He responded with that it appears that we’ve shared all relevant information and continued to ask if he can help with anything else. I informed him that he actually hasn’t helped at all as he hasn’t looked into any of my cases or provided relevant information on assisting with them. I then request to be put into contact with someone higher. Gaurav then advised that he did check the cases and case notes however it’s not possible to check all transcripts and based on those notes he will not be escalating the case further. I requested contact details for another manager that could look into case properly and fairly. He advised that nobody above him is available and I questioned when was a good time to call when they will be available and he proceed to end the chat without an explanation or an answer.
Issue still not resolved!
Forum
Looking at the forum, there are a lot of people who are in the same situation with no resolution. There are a lot of players that have even mentioned how much they have abused the glitch and received all the rewards given at their rank as those like myself who barely used it and only used it when necessary have been punished so severely. Still to this date there has been no contact from Senior Management or from TOS with the last 3 cases. I’m requesting that my rewards be reinstated as you can see that a lot of time, money and effort has not only been put into the game but also trying to get this issue resolved which has now taken 6 hours and counting in speaking with multiple advisors I would like this issue resolved asap as this is clearly a game issue and not a user issue.
Case 1 - #56449627
19/02/2020 4.25pm – 4.45pm
Advisor – Divyanshu
I contacted EA regarding not receiving the apex Predator rewards as I received an email advising that I apparently abused a glitch, which was supposably allowing you to move up in ranks. This email was false and photos were supplied showing my account info. A lot of time was put into improving skills to move up the ranks to apex predator and I was incredibly frustrated to see that I had been moved down to bronze. I was assured by Divyanshu to worry but to be rest assured that it will be sorted out. I was then told that it required special assistance from your ToS team and that I will receive an email once the investigation is completed. 27/02/2020 9.21pm – ToS responded with the following: The action pertains to the following violation:Promote, encourage or take part in any activity involving hacking, cracking, phishing, taking advantage of exploits or cheats and/or distribution of counterfeit software and/or virtual currency/itemsAfter thoroughly investigating your account and concern, we found that your account was actioned correctly and will not remove this sanction from your account. Not resolved!
Case 2 - #56827030
28/02/2020 3.38pm – 3.58pm
Advisor – Prachi
I contacted EA again as I was not happy with the generic email received from ToS considering a previous email from ToS stated that if you were in diamond or predator, you will be demoted to platinum which didn’t happen as I was demoted to bronze. I advised Prachi that I had used the glitch a handful of times due to the games servers not functioning correctly i.e. only getting a singular teammate, no teammates, server lagging or server dosing by another player. I request the same issue from case #56449627 be resolved as you could see from the photos supplied of my account that the game wasn’t abused. Prachi advised the account had a sanction put on by ToS and the case had to be again escalated to be rechecked. 29/02/2020 – 3.10am ToS responded with the following: After thoroughly investigating your account and concern, we again found that we actioned your account correctly after it was found to have violated our User Agreement. We will also be unable to provide any details regarding our internal procedures.Due to this violation, we will not remove the sanction that was applied to your account.You can review the full User Agreement at http://tos.ea.com/legalapp/WEBTERMS/US/en/PC/After completing two full investigations into your complaint, we consider this matter closed. Not resolved!
Case 3 - #57002757
03/03/2020 6pm – 6.25pm
Advisor – Rajat
Once again I had to contact EA regarding my account, as my request still isn’t resolved. Rajat confirmed that he had checked from his end with the Specialist team and they shared that it appears to be an ongoing issue with most of the players in the world but no worries, as it will be fixed. He advised that if I’m eligible then I would definitely get it however when I questioned the eligibility criteria, he couldn’t tell me. He advised that I will just need to wait until the issue is fixed and but no worries you will not get denied by them. Not resolved!
Case 4 - #57110327
06/03/2020 4.59pm – 5.30pm
Advisor – Satyam
Again I had to contact EA regarding my account, as my request still isn’t resolved. Satyam checked through the history and advised that apparently they have tried all possible fixes that should have fixed the issue by now. As it turns out none of the steps seem to be doing the trick and that it would once again need the intervention of the Specialists team and escalated to senior management. Satyam advised that there was apparently a ban on my account which I wasn’t made aware of until now. He confirmed that it would be the reason as to why I didn’t receive the rewards and that he would escalate a dispute so that it will be resolved. I advised that Rajat confirmed that I wouldn’t be denied the rewards however Satyam said that it was known issue and our specialist team investigated it very deeply and already distributed the rewards and if you still didn’t receive them then it needs to be escalated to senior management. 10/03/2020 – 8.48pm. ToS responded with the following: Hello,We received your latest message regarding the action taken on your account. We have performed all investigations possible on this issue and will not reverse the decision. Please do not expect further responses on this matter. Thank you,EA Terms of Service. Not resolved!
Case 5 - #57436755
15/03/2020 1.47pm – 2.56pm
Advisor – Subhalakshmi
Again I had to contact EA regarding my account, as my request still isn’t resolved. I requested to speak to someone in a higher position as the previous case was apparently being escalated to senior management and my request was over looked. Subhalakshmi advised that my issues had been forwarded to TOS to investigate and it had been escalated to the concerns team. He requested time to discuss with his team. I explained that I’ve played with a lot of randoms and finding people to play with through communities however unfortunately you cant control if they dash boarded or not. I also explained that I had used the glitch around 10 times because the game was only giving me 1 or 0 teammates which makes it hard to play in predator as it is a high skilled lobby however it was never used in a bad game or an ok game, I enjoyed the challenge. I also explained with being Australian the ranked servers aren’t populated so I have to play on American and Asian servers so there was an inability to communicate from either lag or lack of people with mics so communication was difficult. I explained my confusion of why I was set to bronze 4 when I was in the top 9000 players at one stage and in just 2 days I had played my way up to Gold 1 although that still wont allow me to play with my mates. Subhalakshmi advised that he will once again send it to TOS and will mention that I’ve been waiting since February to have this issue resolved. He advised that he will also be expressing his concerns in the case notes and I should mention it on the forum as that may have an impact. No response received from TOS and still not resolved!
Case 6 - #57791076
23/03/2020 9.14pm – 10.02pm
Advisor – Oisin
Once again I had to contact EA regarding my account as my request still isn’t resolved. I requested an update on my previous case as I hadn’t received a response. Oisin disregarded my question and just proceeded with questioning if I was disputing the wraith exploit or ban and I explained that I didn’t know what the wraith exploit was however I explained that I had used the glitch around 10 times because I wasn’t given teammates or the servers weren’t functioning correctly. He explained the rules which I was well aware of but not at the time of use was I made aware that the dashboard was punishable and confirmed that the glitch wasn’t used to get to the predator position and the rewards shouldn’t have been removed for that small amount of uses as it was under the abuse threshold as well as the other bugs in the game which also put me at an unfair playing field. He questioned if id like to dispute again which I agreed. He advised that it is the 3rd review done with the same outcome which I agreed however I am not getting an explanation as to why. He confirmed that the case wont be overturned and ended the chat without warning and explanation. I have to say, Oisin was the worst customer experience operator I have dealt with as I waited over an hour in the queue to chat to be put back in queue at place 37. No response received from TOS and still not resolved!
Case 7 – Facebook Messenger
23/03/2020 10.41pm – 12.48am
Advisor – Neil
Once again I had to contact EA regarding my account, as my request still isn’t resolved. I requested further assistance, as the previous customer support team member was rude and not helpful. Neil asked what the issue was and I explained the situation and that this is the 7th attempt at trying to get my predator rewards. Neil advised that he was unable to assist as the ban cant be reverted so I requested to speak to someone higher up and he advised that the only thing that can be done is to send another dispute to get the ban looked at and kept refusing to give contact information of someone higher up. I confirmed that I hadn’t received a response from the previous case made over a week ago and he said that because it had been declined 3 times already the chances of having it overturned is not good. Still not resolved and no reply!
Case 8 - #58178107
31/03/2020 11:58 PM - 12:38 AM
Advisor - Sanjeev
Again I had to contact EA regarding my account, as my request still isn’t resolved. Sanjeev advised that he will look into the details and provide the best possible solution, i then sent him a summary of all my cases for his perusal and he confirmed that the apex legend ranks had been removed due to unauthorised activity, which I was well aware of. He advised that there was one last chance to send one more request to restore my ranked points and confirmed that most users receive their rank points on our request by sending it multiple times. I requested to speak to senior management as my case was meant to be taken over by them weeks ago and no response from senior management has been received. Sanjeev ignored my request and continued with all my details of the case would be sent to the ToS to look into and mention that he’d done everything he could from his end. I requested again to speak to senior management and he advised that there’s no direct contact to TOS except through them via email. He advised again that they’ve done everything they can and it need to be sent to the expert team for review and I’ll need to wait for their reply.
TOS respond with their normal generic email only 3mins later advising that the decision won’t be over turned. I’m very frustrated that I’d spent a lot of time and effort in getting this resolved knowing that they couldn’t have reviewed all 7 cases in 3mins.
Issue still not resolved
Case 9 - #58347978
31/03/2020 7:37 PM - 8:05 PM
Advisor - Sunit
Again I had to contact EA regarding my account, as my request still isn’t resolved. Sunit requested more information as to why I was contacting EA Help and I supplied a brief summary of all previous 8 cases. Sunit confirmed that it shouldn’t of happened and that the service team had actioned on the account for help and that they will re-escalate to the team so that I can get the help from their end. I explained my frustration as it had be escalated so many times without it being properly investigated and they mentioned that if it was up to them, I would have had my rewards by now however the option isn’t available and it requires the concerned team to do that so please don’t worry. They advised that they will mention all the details on my case. I then queried if my previous cases were escalated to a manager as I was informed that it would be and she confirmed that it they were. I then asked for the managers details and how I could contact them and they advised that I would receive all the details in the email response.
I questioned the managers details again because if I was denied again I would like to speak to senior management as they were supposed to be taking over the case weeks ago and I don’t feel like I’m getting the service required once it is escalated. Sunit confirmed that I would still need to wait for the confirmation from their terms of service team. I then queried what I should do if denied again and Sunit confirmed that I would need to contact them again however they advised that they were very positive that I won’t get denied.
Issue still not resolved!
Case 10 - #58352357
31/03/2020 10: 08 PM - 11:35 PM
Advisor - Anubhav
Again I had to contact EA regarding my account, as my request still isn’t resolved. I asked how I could get into contact with a manager as I was told I would be dealing with senior management. Anubhav questioned if I was contacting about Apex legends and said he would check their availability as they were working remotely. He then asked for me to elaborate on my issue. I mentioned that I’d had previous cases denied not over turned and that I would just like to speak to a manager to discuss my case and situation. I confirmed that I had made a case earlier today and provided the details and advised that I feel that TOS isn’t looking into my cases properly as I only get the general email within a short amount of time from ending the chat and that I would like to speak to a manager to get them to look into it properly.
Anubhav said he would check the previous cases and understood how discomforting it would be to face such issues but do not worry as we will try and get the best possible help to resolve this concern. He then continued to advise that I had contacted them 3 times now and TOS has already dined them all and that he can no longer help. I confirmed that I was unfairly denied and he confirmed that TOS was their higher team and there was no way he could get me connected to them and suggested that I provide additional information. I confirmed that I had done that and kept getting the same bot email flooding my email inbox. I requested details for someone from senior management as my case was meant to be taken over by them weeks ago and I still hadn’t heard anything. I also advised that if he looked into my cases he could see that they hadn’t been given the proper investigation that they require. Anubhav advised that he check all possibilities and let me know. He then advised that that it can’t be escalated to senior management at this time. I requested to speak to someone who could as the previous person said I could contact them if denied. Anubhav advised that I will need new information before it can be escalated again. I advised that it isn’t helpful and suggested that he look into my cases and see that I had already done all the steps he is requesting and it hasn’t helped. I then asked why it can’t be handed to senior management as I had been told previously that it was weeks ago. Anubhav then responded with as the case was denied 3 times it can’t be escalated again unless new information is provided. I confirmed again that new information was provided in the 3rd case and that he hadn’t answered my question as my question was to be escalated to senior management and not TOS as I was informed that this was to happen. I asked if he needed the case numbers. Anubhav finally advised that he will try and connect me to a supervisor as there was no way that he could connect me to senior management.
Gaurav, Team Leader commenced the chat to try and assist. I provided the previous case number and advised that I was going to speaking to senior management as they were apparently taking over my case on 06/03/2020 however you are the first form of management that I haven finally heard from. I confirmed that I was contacting about the apex rewards and that I understood I had been denied 3 times by TOS however if there was a proper investigation carried out on my cases and account you’d see that I had been unfairly denied. Gaurav advised that my issue was not only denied once but 3 times and the TOS team will not be going over all the same cases as deeply all three times. I confirmed that I understood that however expected it to be relooked at when new information that I had supplied was submitted and they responded via email within 3 mins advising that it won’t be overturned so I don’t feel it was relooked at properly. Gaurav advised that as it was denied 3 times there is nothing more that can be done. I queried why the previous advisers suggested that it would be re-escalated if new information is supplied and he is just refusing to do anything more. Gaurav advised that the previous advisors had provided false information and that he will not be doing anything more regarding this issue. I questioned that if they were all giving me false information then what would he suggest that I do to get my issues resolved. Gaurav confirmed that he had not read through my cases and I questioned how he was supposed to help without reading them. He responded with that it appears that we’ve shared all relevant information and continued to ask if he can help with anything else. I informed him that he actually hasn’t helped at all as he hasn’t looked into any of my cases or provided relevant information on assisting with them. I then request to be put into contact with someone higher. Gaurav then advised that he did check the cases and case notes however it’s not possible to check all transcripts and based on those notes he will not be escalating the case further. I requested contact details for another manager that could look into case properly and fairly. He advised that nobody above him is available and I questioned when was a good time to call when they will be available and he proceed to end the chat without an explanation or an answer.
Issue still not resolved!
Forum
Looking at the forum, there are a lot of people who are in the same situation with no resolution. There are a lot of players that have even mentioned how much they have abused the glitch and received all the rewards given at their rank as those like myself who barely used it and only used it when necessary have been punished so severely. Still to this date there has been no contact from Senior Management or from TOS with the last 3 cases. I’m requesting that my rewards be reinstated as you can see that a lot of time, money and effort has not only been put into the game but also trying to get this issue resolved which has now taken 6 hours and counting in speaking with multiple advisors I would like this issue resolved asap as this is clearly a game issue and not a user issue.
- @TheGameSasquatch Above are my cases and I will update as I make more till my issue is solved
- EA_Darko
Community Manager
Hey @TheGameSasquatch for any ban on your EA account you will need to speak to our Terms of Service team. If they have advised that your ban will not be lifted then I'm sorry to say that this cannot be changed.
The process to contact our ToS team can be found here: https://help.ea.com/en-us/help/account/information-about-banned-or-suspended-accounts/
- Click Contact usat the top of any page on EA Help.
- Select the game that your account was banned or suspended from. If it’s on your whole EA Account, choose Origin.
- Choose your platform.
- Select Manage my account, then Banned or suspended account.
- Fill out any other details below.
- For example, if you picked Origin, it might ask you if you are accessing the game through an Origin Access membership.
- Click Select contact option.
Sign in to your account that has the ban or suspension, if you aren’t already
Darko- @EA_Darko My issue is that my case was meant to be taken over by senior management and to be investigated properly and nothing of that sort has been done and when I sent in new information and got my case re escalated again for the final time I got a reply back in 3 minutes which is no where near enough time to read and do a thorough investigation of my case and previous cases with the pictures and such provided and when I said I had more information to provide the team leader said that it can not be added to my case and that advisors saying they can re escalate when new information is provided is false information and when questioned he stated that he didn’t even look into my cases and didn’t explain why all of a sudden it can’t be assisted anymore
