Support having a laugh at me or what is this?

[Yoh1len]

TLDR: 

Got my account stolen from China while I was not active for a long time due to school, It got banned at the same day in apex, contacted support, they banned my entire EA account and instead of solving issue they sent me 3 generic answers providing no actual information for me to use in process to get justice. They want me to contact them by phone or chat but neither of these options is available for me in Czech republic. (It doesnt even show on any EA website)

Edit: Recent development. https://imgur.com/a/jtKyFrO Follow supports answer step by step, end up on the same website like before. EZ. Usefull support. Triple A support.

Screenshots showing all the things I talk about in the post.

https://imgur.com/a/f3dXeNa 

COME ON EA, STEP UP AND GIVE ME A HUMAN ANSWER. 

Long version:
https://www.reddit.com/r/apexlegends/comments/c74ouy/incorrect_ingame_ban_account_ban_after_contacti...

[EA_Darko · Accepted solution]

Glad to hear that you were able to get it sorted @Yoh1len. From the image you attached, the reason you were having issues is because it would appear that you have a Terms of Service sanction on your account. When this occurs you need to contact our ToS team directly.

The process to contact our ToS team can be found here: https://help.ea.com/en-us/help/account/information-about-banned-or-suspended-accounts/

1. Click Contact usat the top of any page on EA Help.
2. Select the game that your account was banned or suspended from. If it’s on your whole EA Account, choose Origin.
3. Choose your platform.
4. Select Manage my account, then Banned or suspended account.
5. Fill out any other details below.
   • For example, if you picked Origin, it might ask you if you are accessing the game through an Origin Access membership.
6. Click Select contact option.
7. Sign in to your account that has the ban or suspension, if you aren’t already.

Darko

[hvisegvsdkhfg]

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@Yoh1len wrote:

They want me to contact them by phone or chat but neither of these options is available for me in Czech republic. (It doesnt even show on any EA website)

Edit: Recent development. https://imgur.com/a/jtKyFrO Follow supports answer step by step, end up on the same website like before. EZ. Usefull support. Triple A support.

---

I am from Slovakia and I got to chat with support multiple times by creating a ticket, so I would expect it should work in Czech republic as well.

What’s not clear to me (maybe I just misread your post) is this:

On the last screenshot (in the bottom), it says that you can create a case. What happens if you click on “yes”? Is this the point you mentioned, when you “end up on the same website like before”? If yes, what exact url is it?

[EA_Darko]

Sorry to hear that you are having issues @Yoh1len.

Can you ensure that you are following these steps exactly when trying to contact support:

You may need to set your country to the UK to make things a little easier.

Click on your product Origin

Then select 'PC

Manage my Account'

Can't log in

Finally, you can choose to receive a callback or begin a chat.

If it does not work then you can use a Voice-Over-IP service like Skype or Google Voice and contact our UK support directly, it is best to set your location to the country you are contacting also. The UK support number is  +44 203 0141818  and is available 9AM-9PM GMT, Monday through Saturday.

Let me know how you get on.

Darko

[Yoh1len]

Thank you so much for answering. I followed you step by step, but it didn't give me any different option.

HOWEVER, Once finishing it I have not received any option for callback or chat. I received the option you can see on this image: https://imgur.com/a/f5cuRQJ

I tried to search for "Having trouble accessing your account?" which ticket answer recommended me to do, but since it's not there I have always up until today, clicked on the "YES" option.

This was WRONG.

You have to click on the "NO" option and this will show another button which redirects you to website where you can find  a live chat as an option!

So thanks anyways, seeing finally someone from EA answer my complaint gave me incentive to try it one more time and by lucky "click" I got there. I would love to ask you to update your "step by step" it can be really confusing for people who's account been banned. 

As a bonus once I got to the live chat, the support was great. Nice, friendly, helpful and polite. Was pleasure in the end. 

Thank you Darko for pushing me to give it another shot.

[EA_Darko · Accepted solution]

Glad to hear that you were able to get it sorted @Yoh1len. From the image you attached, the reason you were having issues is because it would appear that you have a Terms of Service sanction on your account. When this occurs you need to contact our ToS team directly.

The process to contact our ToS team can be found here: https://help.ea.com/en-us/help/account/information-about-banned-or-suspended-accounts/

1. Click Contact usat the top of any page on EA Help.
2. Select the game that your account was banned or suspended from. If it’s on your whole EA Account, choose Origin.
3. Choose your platform.
4. Select Manage my account, then Banned or suspended account.
5. Fill out any other details below.
   • For example, if you picked Origin, it might ask you if you are accessing the game through an Origin Access membership.
6. Click Select contact option.
7. Sign in to your account that has the ban or suspension, if you aren’t already.

Darko