Origin and EA customer for 10 years. Banned - No reason given

[hn9pjde2m]

Just before christmas, when trying to login to EA play on PC I get an error saying my account is banned. No reason given, no reply from support. 

20 days later I ask again, no reply.  Today I got an answer and the reply is: 

"After thoroughly investigating your account and concern, we found that your account was actioned correctly, and the sanction will remain in place"

There was no more information in the reply from support, only a couple of links to the user agreement and a bunch of stuff in chinese. I have no clue what has happened. I've been an origin customer for like 10 years. Everything is gone, I can't access any of the content that I've paid for. Could they not at least let me know which regulation I have violated so that I can investigate what has happened? Even if I've been hacked, I cannot know if they don't tell me?

I mean, it shouldn't be legal to take away all that content, skins and what not without giving a reason? I really don't know what to say. It's all gone like Thanos' snap of the glove. I'm baffled and I guess it's time to start to realise that EA is only "licensing" their content to you, not "selling". So if you, like me, have been buying..no sorry..paying (because you are not buying anything) through their services for a decade, imagine it all just gone one night and they won't even tell you why.

Cheers EA 

-Simon

[EA_Illium · Accepted solution]

Hey @hn9pjde2m, 

To confirm are you signing into Origin or into a specific game when you get a banned message? 

If you have been banned from EA on your Account or in a game we are unable to assist with this issue on AHQ. We have a dedicated TOS team that handles investigating all bans, you will need to reach out to them for further assistance. 

If you have checked your Ban History, please note not all Bans may appear here.  

If you have further questions about Bans or investigations we have a few Help Articles below that provide further details.  

• How EA bans and suspensions work   
• How to get more information about my ban or suspension   
• Investigate your banned or suspended account   

Thanks!   

[EA_Illium · Accepted solution]

Hey @hn9pjde2m, 

To confirm are you signing into Origin or into a specific game when you get a banned message? 

If you have been banned from EA on your Account or in a game we are unable to assist with this issue on AHQ. We have a dedicated TOS team that handles investigating all bans, you will need to reach out to them for further assistance. 

If you have checked your Ban History, please note not all Bans may appear here.  

If you have further questions about Bans or investigations we have a few Help Articles below that provide further details.  

• How EA bans and suspensions work   
• How to get more information about my ban or suspension   
• Investigate your banned or suspended account   

Thanks!   

[hn9pjde2m]

It's my EA account that has been banned. Signing in to either EA or Origin client will not work.  Also it says I'm banned under the "My ban history", but there is no reason given there either. I've pressed the "dispute" button (twice now), but I'm really just past hoping for anything.  

I know it's the TOS team, and they will not tell me why, only that the ban will remain. 

[hn9pjde2m]

So EA has replied twice now. 

"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

After completing two full investigations into your complaint, we consider this matter closed."

Then I demanded to know which ToS I had violated, and the reponse was:

"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."

So what are my options? I just bought the $100 version Battlefield 2042 before christmas. Has anyone with a banned account managed to get EA to move some of the games over to a new account, or at least get some of the games refunded? 

[hn9pjde2m]

So I finally got my account back. It took 5 chat sessions to finally get a nice guy who would ask the right questions. My account was banned. But I'm still pissed and angry that they didn't ask me a control questions in the first place to make sure I'm the rightful owner of the account. The last customer support guy was fantastic, the other 4 not so much! 

[lAlberia]

May I know how you got the account back? The TOS team is just sending automated messages, how did you do it?

[Freidabombshell]

How did you get someone via chat? Every time I choose "contact us" it will only allow me to send an email due to my ban. 

[amirjistrash]

@Freidabombshell literally same i dont know why ea is like this

[vatolo90]

How did u get it back I got banned and trying to get it back even tho I’m sorry for my action 

[Thielewapper]

@Freidabombshell On the EA help page select the game, Account management and then instead of selecting "Banned account" select the "restore account" option this is how i get live chat. Hope it helps