When you add a note within the support ticket system (or have initially started the support ticket), you may need to use the use the page back arrow in your browser to see the message as it was posted. You may also then need to refresh your browser window to see the updates. However, all of your effort will be in vain. Either your account was compromised (spoofed GUID/stolen account: then used by the thief to cheat) or there is a false positive trigger within punkbuster...or you cheat and got caught. For the prior two instances: it is up to EA to determine if you account was compromised (file a support ticket with them), or continue to communicate with evenbalance to attempt to have your ban lifted. However, you will get no where with evenbalance as it would seem they no longer have the capabilities to police their own software (or just don't care). You will receive copy and paste, bot like generated responses for a couple of months, then they will eventually lock your support ticket...regardless of the amount of or manner in which you dispute the ban (give them information about your computer, etc).
They will not admit that their software has acted to erroneously ban your GUID. This has happened before with them, several times. You have no recourse with them and very little to no recourse with EA. You have no due process with either of them in either case, even though you have a constitutional right to due process (if you are a United States citizen). The cost to litigate against both EA and evenbalance (EA's contracted agent) to achieve due process under law, would cost thousands of dollars.
They will also tell you to purchase a new account and thereby repurchase the game if you would like to play again. However, they will not tell you what caused your account to be banned in the first place, leaving you vulnerable to another possible theft of your repurchased game (your money) via ban by their software. Many have asked: "if I buy a new game, will that account be mysteriously banned again?"...No one has that answer. What I have just mentioned is Albert Einstein's definition of insanity; hopelessly repeating something over and over again and expecting a different result.
So good luck to you and keep us posted!
