Friend's account banned - no Help from EA

Hello. I'm posting this on my friends behalf. He cannot speak english that much to explain the whole issue.

Let me describe the whole situation as per today:

My friends account has been banned. According to customer support he had been posting websites, but according to him - it is not true. This is what we did so far:

1. I called to customer support of SWTOR. They said they cannot help my friend via the phone and he has to send an e-mail to this e-mail address swtoraccountsdisputes (et) bioware.com

2. So he did. He sent his explanation to that e-mail. No reply for over 2 weeks

3. I called CS of SWTOR again. They told me to contact EA support via chat or phone

4. We checked EA webside, but while picking up SWTOR game, there was no chat or special phone number I can call to (this might be caused by the fact we are located in Czech republic?...honestly I dunno)

5. So we created a ticket – a case for his banned account – and guess what? After 4 days he had received yet another e-mail, where they told him to contact support team via chat or phone – but using the link (https://help.ea.com/....) they have sent him - it just re-directs us to the very same SWTOR customer support number! And as you know from the beginning of this story – they told us they cannot help him there.

So as you can see we are running in circles here. I really wish to help him but this whole thing just gets ridiculous and leads nowhere.

Please, please! Can you give us any advice?

EA_Kat
8 years ago
@RonneAlderNurian yes, I can see the ticket that was opened when you called on the 26th February. The Advisor did escalate it up for review and on the same date you should've gotten another email saying to call us again to verify your account. The account was reviewed on the same day that is why this might be confusing.

So just call up, verify the account and then your friend should be good to go as well. If you run into more trouble, let me know over there 🙂

~Kat

19 Replies

Belgorad
Hero (Retired)
8 years ago
@RonneAlderNurian

When your friend emailed the account disputes email did they do so from the email associated with their account and include the display name and approximately when they were banned?

Did he also check in his email the spam folder? Also the email reply would have come from noreply@ea.com so they could also check for any emails from them. Another option is to add that email to their email safe list, then resend another email to the account disputes in case an initial reply didn't come through.
Anonymous
8 years ago
Approved
Hi. Yes, I created that e-mail myself. I made sure I pointed out his e-mail and login (and he sent this e-mail through e-mail address asociated to his account). But we did not mentioned when he was banned. It was quite a while ago (2016), but customer care can still see his account so I suppose they did not erased it completely...I hope.

We will check the spam folder again for sure. What did you mean by Save list? Where can we find it, please?

Thanks. I appreciate the help!
proxos666
Hero+
8 years ago
@RonneAlderNurian

What is the username, @EA_Kipling or @EA_Kat should be able to check the account and advise what does need to occur

whether you do need to email to swtoraccountdisputes@bioware.com or phone CS etc
Belgorad
Hero (Retired)
8 years ago
@RonneAlderNurian

The safe list is located in your email a settings somewhere. It's a list of emails addresses that you can add to that you consider safe to receive emails from. Check your email settings, it should be there then add the email I provided there.

I would also advise on what proxos666 said and include that person's display name so it can be looked into. I would also email the account disputes email with the specifics that the account was banned as well just while waiting for a response.
Anonymous
8 years ago
Approved
@proxos666 & @Belgorad

Thank you both for being this helpful!

My friend checked his mailbox but no answers were found even in the spam folder.

I will try to contact that person you have mentioned, Proxos666.

You are the best guys, thanks again 🙂
proxos666
Hero+
8 years ago
@RonneAlderNurian

Just post the swtor username in question and wait for a reply here
Anonymous
8 years ago
Approved
Okay - so recap.

My friends swtor username is: LordVaral
His e-mail address starts with: DarkSystem.....
He used to play on Progenitor server.
His account was banned around 2016 or so.

Any attempt to contact support of any kind took us nowhere. And we are trying to solve this for over 2 weeks now.

@EA_Kipling, @EA_Kat , could you please tell me what the next step should be? We would like to have his account un-banned again. It was not supposed to be banned, he has done nothing wrong.

He promised me he did not spam anybody. According to his own words - it was he who received a loads of spam during that time. But never passed them to anyone else.

Thank you
EA_Kat
EA Staff
8 years ago
sorry I am late to this @RonneAlderNurian.

I had a look into the account and can see that the appeal mail went through on the 26th February. Your friend should've gotten a mail then which said to call our CS (we only have english, german and french support, sadly) to confirm ownership of the account. After that is done and he passed that he should be able to get his account back.

If you think that is too much hassle, I can see that your friends account is a F2P account, you might want to consider simply starting a new account.

Let me know if you need anything else 🙂 (I am not able to unlock the account, only our CS Team on the phone can do that!)

~Kat
proxos666
Hero+
8 years ago
@RonneAlderNurian

For details on how to contact SWTOR support you can follow the steps outlined in this article here : How to get help with STAR WARS™: The Old Republic™~

CM Edit - Edited post to provide article on how to contact support for STAR WARS™: The Old Republic™ -Rtas
Anonymous
8 years ago
Approved
Hello @EA_Kat,

Thanks for the reply. Yes, he is f2p but he was also ready to pay his subscription now 🙂 And as he told me he had saved some credits and owns some noce gear he does not want to lose.

So what you are saying is that we have to call cs again, have this account verified and all will be okay?

That's puzzling because we have done that already and the representative told us he is not able to do that because he was banned. Therefore some other people need to check if it is fine and his claim not to be "the bad guy" is justified...