June 2020
Really at a loss here.
I have spent over $500 on this game, i have had the battle pass since day 1. I have heirlooms for Octane, Bloodhound, and Lifeline. Obviously i care a great deal about the game and enjoy playing it.
About 2 WEEKS ago, my account was hacked. whoever got access deleted all of my friends and spent a few thousand apex coins i had sitting there. As soon as i realized what had happened i changed my password and contacted customer service. Despite telling them that i already reset my password they had me do it again. and i "re-secured" (their term) the account. I had asked the agent about refunds for the apex coins that i did not spend. Which was denied, obviously this upset me, but there was nothing i could do, so fine, I ended live chat.
Problem solved, right? No, i went to login and my password was incorrect, so round 2 live chat. He made me re-secure my account yet again and change the password again. I was able to log in to Origin so i wrapped up the conversation thinking my problem was solved... i lost my coins but at least i have my account and the rewards that were purchased by the hacker. However, when i went to play the latest hunt last week i received an in game message that the account was banned from matchmaking.. I assume the hacker did something or triggered something and the account was flagged. Go to contact live support again, they tell me they are going to elevate the case to terms of service department, which i have not heard from for over a week, and i have received several emails from "support" telling me to contact them through help.ea.
I have tried to send them emails describing the situation and each time i receive an email to "contact them" however the only option i have available to contact them, is email, and now I am stuck in this never ending loop and getting nowhere. Live chat isn't even an option anymore. The last email even had a link to the French website, I feel like the support team just doesn't care.
Is there a phone number available? or a different way to contact somebody? I was the victim of a hacker and am having a hell of a time getting the situation rectified.
June 2020 - last edited June 2020
@MuhlbsYou will need to contact the terms of service team, idk the link usually EA David or Darko give you a link for it nobody on the forums can really help with account related issues
June 2020
Hey @Muhlbs
Sorry to hear your account got compromised.
Unfortunately, we cannot help with account bans on AHQ.
If you feel your account was flagged as a false positive, you best reach out to the Terms of Service team.
Click here to reach out to the Terms of Service team.
They try to reply within 5 business days but it could take a bit longer due to the increased safety measures being put in place.
Just keep an eye on your mailbox and also check your spam and promotion folders as sometimes these emails can get routed over there.
To make sure your account is more secure, please check out this EA help guide.
https://help.ea.com/en-sg/help/account/how-to-maintain-account-security/