Why is appealing take so long?

[couleurs12]

I got banned a month ago. I thought it's totally unfair so I created a case and appealed right away. But I got no answer by a month so far. I just don't understand why is this taking so long.

[EA_Lanna · Accepted solution]

Hi @couleurs12, 

Sorry to hear that. I'm not sure why it went without a response. To have a banned case reviewed, it need to get to the Terms of Service team so the best thing to do, if you believe the ban was added mistakenly, is to bump the case with them again.

Head to help.ea.com and select 'Contact us' to start filling out a help ticket for them and choose from the available contact options that pop up. This will put you in contact with the support team who'll examine the case history to better to understand what might have been happening with it. If it needs be, they'll reentered into the Terms of Service queue and from there it'll be picked up asap. 

- EA_Lanna

[EA_Lanna · Accepted solution]

Hi @couleurs12, 

Sorry to hear that. I'm not sure why it went without a response. To have a banned case reviewed, it need to get to the Terms of Service team so the best thing to do, if you believe the ban was added mistakenly, is to bump the case with them again.

Head to help.ea.com and select 'Contact us' to start filling out a help ticket for them and choose from the available contact options that pop up. This will put you in contact with the support team who'll examine the case history to better to understand what might have been happening with it. If it needs be, they'll reentered into the Terms of Service queue and from there it'll be picked up asap. 

- EA_Lanna

[couleurs12]

@EA_Lanna So it's basically "Try again", right?

[EA_Lanna]

Yes @couleurs12, but this time get the support team to make sure it's going where it needs to go. They can make sure it enters the right queue for you.

[couleurs12]

@EA_Lanna I called the customer service by a phone, and she said there are no appealing case has registered on my account. I did it like 5 times in last month and I even saw the case serial numbers and the messages saying that the case has created successfully.

Now I know that this appealing system is broken.
What the hell is going on?

[EA_Lanna]

Hi @couleurs12,

The cases would be tethered to the EA account you sent them from. Can you open up help.ea.com and check the 'Account's tab at the top tool bar? There's be a drop down menu, select the option 'My Cases'. You should see all the cases created from that EA account.

If your Terms of Service case isn't listed there, you may be logging into the wrong EA account and just need to pop in the correct login information for the other one.

Another way to check this is to search your email inbox for a log of the email receipts you'd receive from the support team after contacting them with a case. If you're not seeing those for the Terms of Service cases in the email address inbox you're checking, it's the wrong email address.

- EA_Lanna