Ongoing Account and Gameplay Issues – Request for Assistance

Hello,

Since approximately November 22, I have been experiencing a persistent issue where I cannot fully load into the Backyard Battleground. When loading in, the screen remains completely black with only the marigold loading icon visible in the corner. Despite this, I can still hear audio, move my character, interact with objects, use abilities, and shoot.

I discovered that if I move my character to the character booth, the screen displays correctly and returns to normal while I am inside it. However, once I exit the booth, the issue resumes. If I then attempt to enter a multiplayer match, I am immediately kicked out. After being kicked, my character becomes completely frozen—I cannot move, shoot, or interact, and the UI disappears entirely.

In addition to this, the Garden Ops area where Dave’s RV should be located is missing, and Dave’s character model appears to be floating. I have also noticed that all of my characters appear fully maxed out and at master level, even though I have not progressed to that point naturally.

To troubleshoot, I performed a full reinstall of the game, but the problem persists.

Due to the combination of these issues, I am concerned that my account or game data may have been affected by an exploit or unauthorized modification, especially after reading about similar cases. I would greatly appreciate assistance from EA Support in reviewing and repairing my account. If this situation is related to a restriction or ban caused by exploit activity outside of my control, I would also appreciate the opportunity to appeal.

Thank you for your time and support.