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Hello, hope all are well.

I was banned on November 5th on one of my other accounts while playing FC25. The reason for the ban was never ever stated, as well as the initial ban email was non-existent. The only reason I found out was trying to access FC25 itself, getting a ban message there and failure to log in on both companion apps. Again, the reason was never stated but I do suspect EA had falsely identified my FC points purchases as somehow \"fraudulent,\" even though I used my own debit card, within 2 days before the ban had happened. I will note the FC points I was trying to buy were two packs of 2800 points and one pack of 1050 points, the payments had gone through on my end and on EA's end. From here, I launched my first appeal on the same day, receiving no reply up until November 10th, when I assume my case made it to the TOS team after some sort of email.

Then, after another 4 days, today on November 14th, I finally receive an email where EA reiterates my ban is \"legit\" and valid, WITHOUT any reason provided. Again, I launch my second appeal the same hour as the email comes to me, sending more proof that I never broke any agreements between me and EA (in this case were talking about some Sales Agreement, which I read thoroughly and never broke).

Next hour passes and I receive a second email. To some surprise, though I had no hope to begin with, EA emails me with this:


Hello,

We have received your most recent correspondence expressing concerns about the action that was taken on your account.

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.

You can review the full User Agreement at http://tos.ea.com/legalapp/WEBTERMS/US/en/PC/

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

Keep in mind, this is an hour after they sent me the first answer and apparently within that hour, they managed to fit in a whole another investigation to put me off of appealing again. And again, I still have 0 clue on what I broke, how I cheated, which rules I broke, etc. I appealed again saying something along the lines of, \"I request at least one reason I broke TOS and other agreements.\" They come back to me with this:


Hello,

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.

Now after all this trying, I expect no messages or emails to get directed towards my account being unbanned and expect all my messages to fall on totally deaf ears. Even in the modern world of gaming and a decent company like EA, you will not get any support or help with your case, even if you were caught in the crossfires of ban waves, especially on FC25 pc editions, where bans are rampant and hackers are still somehow ruining peoples games. Hopefully EA transitions to more human based systems to combat false bans and ban real offenders. Seeing two of the same bot-based emails today did not give me any hope us them going in that direction. And a shame you can only appeal twice before no one over there cares about you, even if you have proof. If anyone has any stories or solutions, feel free to share but I think all solutions will again, fall on deaf ears. 

Thanks, have a good day. 

","body@stringLength":"3842","rawBody":"

Hello, hope all are well.

I was banned on November 5th on one of my other accounts while playing FC25. The reason for the ban was never ever stated, as well as the initial ban email was non-existent. The only reason I found out was trying to access FC25 itself, getting a ban message there and failure to log in on both companion apps. Again, the reason was never stated but I do suspect EA had falsely identified my FC points purchases as somehow \"fraudulent,\" even though I used my own debit card, within 2 days before the ban had happened. I will note the FC points I was trying to buy were two packs of 2800 points and one pack of 1050 points, the payments had gone through on my end and on EA's end. From here, I launched my first appeal on the same day, receiving no reply up until November 10th, when I assume my case made it to the TOS team after some sort of email.

Then, after another 4 days, today on November 14th, I finally receive an email where EA reiterates my ban is \"legit\" and valid, WITHOUT any reason provided. Again, I launch my second appeal the same hour as the email comes to me, sending more proof that I never broke any agreements between me and EA (in this case were talking about some Sales Agreement, which I read thoroughly and never broke).

Next hour passes and I receive a second email. To some surprise, though I had no hope to begin with, EA emails me with this:


Hello,

We have received your most recent correspondence expressing concerns about the action that was taken on your account.

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.

You can review the full User Agreement at http://tos.ea.com/legalapp/WEBTERMS/US/en/PC/

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

Keep in mind, this is an hour after they sent me the first answer and apparently within that hour, they managed to fit in a whole another investigation to put me off of appealing again. And again, I still have 0 clue on what I broke, how I cheated, which rules I broke, etc. I appealed again saying something along the lines of, \"I request at least one reason I broke TOS and other agreements.\" They come back to me with this:


Hello,

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.

Now after all this trying, I expect no messages or emails to get directed towards my account being unbanned and expect all my messages to fall on totally deaf ears. Even in the modern world of gaming and a decent company like EA, you will not get any support or help with your case, even if you were caught in the crossfires of ban waves, especially on FC25 pc editions, where bans are rampant and hackers are still somehow ruining peoples games. Hopefully EA transitions to more human based systems to combat false bans and ban real offenders. Seeing two of the same bot-based emails today did not give me any hope us them going in that direction. And a shame you can only appeal twice before no one over there cares about you, even if you have proof. If anyone has any stories or solutions, feel free to share but I think all solutions will again, fall on deaf ears. 

Thanks, have a good day. 

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banned for no reason, after three appeals no reason given and ban still in place","moderationData":{"__ref":"ModerationData:moderation_data:7912128"},"body":"

Hello, @xpvladiiii 

\n\n

If you have not used all 3 disputes yet, you're welcome to submit another. Unfortunately, we're not able to help with banned accounts over Answers HQ. All the information on bans that we have can be found in the article here.

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Hi @EA_Aljo,

In the email it is mentioned they will no longer respond or act, so I feel its pointless to check. I've tried everything in the forums and nothing.

Thanks anyways!

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@xpvladiiii 

\n\n

You must have used up all 3 disputes then. I wasn't sure about that. Unfortunately, the ban will need to remain in place in that case.

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Hi again @EA_Aljo,

Firstly, yeah I made it unclear in the first post that it was three emails total, I was just really mad at the time. Secondly, the point was to receive at least a proper reason for the ban, not only get my ban overturned. However the second thing would've been nice too.

Have a good day!

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"208","kudosSumWeight":0,"postTime":"2024-11-14T12:02:28.131-08:00","lastPublishTime":"2024-11-14T12:02:28.131-08:00","metrics":{"__typename":"MessageMetrics","views":809},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:fc-25-en/category:ea-sports-fc-en/category:ea-forums-en/community:tghpe58374board:fc-25-technical-issues-en/message:7912127/message:7912131","repliesCount":10,"readOnly":false,"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"ModerationData:moderation_data:7912132":{"__typename":"ModerationData","id":"moderation_data:7912132","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:7912132":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:35"},"id":"message:7912132","revisionNum":1,"uid":7912132,"depth":5,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:fc-25-technical-issues-en"},"parent":{"__ref":"ForumReplyMessage:message:7912131"},"conversation":{"__ref":"Conversation:conversation:7912127"},"subject":"Re: banned for no reason, after three appeals no reason given and ban still in place","moderationData":{"__ref":"ModerationData:moderation_data:7912132"},"body":"

@xpvladiiii 

\n\n

We wouldn't be able to give you any details on the ban itself. You can open a case with an advisor. They'll be able to give you the general reason. It would be the same as you saw in the email you received though.

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I have the same issue as you, but it happened about half a year ago, and I'm now back because i wanted to play some Apex Legends. Now the only option to get an answer is with an arbitration. I'm on it right now and see what will happen. You can try it as well. It won't cost you much; the only cost you have to pay is to send the letter to EA (Notice of Dispute). I recommend paying a few bucks extra to have it singed on arrival to have something to hold on to in the arbitration. You do not need to pay the arbitration fees, it's mentioned in their ToS 15.C.1. The Ban disputes are horrible, i had my fair share of them. If You have any questions on how to proceed with an arbitration, I'm happy to guide you.

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"208","kudosSumWeight":0,"postTime":"2024-11-24T23:33:20.070-08:00","lastPublishTime":"2024-11-24T23:33:20.070-08:00","metrics":{"__typename":"MessageMetrics","views":699},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:fc-25-en/category:ea-sports-fc-en/category:ea-forums-en/community:tghpe58374board:fc-25-technical-issues-en/message:7912127/message:7912133","repliesCount":8,"readOnly":false,"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"User:user:4903159":{"__typename":"User","id":"user:4903159","uid":4903159,"login":"GrimeyRL","biography":null,"registrationData":{"__typename":"RegistrationData","status":null,"registrationTime":"2013-08-18T07:02:39.728-07:00"},"deleted":false,"email":"","avatar":{"__typename":"UserAvatar","url":"https://forums.ea.com/t5/s/tghpe58374/m_assets/avatars/default/avatar-3.svg?time=1721239524000"},"rank":null,"entityType":"USER","eventPath":"community:tghpe58374/user:4903159"},"ModerationData:moderation_data:7912134":{"__typename":"ModerationData","id":"moderation_data:7912134","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:7912134":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:4903159"},"id":"message:7912134","revisionNum":1,"uid":7912134,"depth":6,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:fc-25-technical-issues-en"},"parent":{"__ref":"ForumReplyMessage:message:7912133"},"conversation":{"__ref":"Conversation:conversation:7912127"},"subject":"Re: banned for no reason, after three appeals no reason given and ban still in place","moderationData":{"__ref":"ModerationData:moderation_data:7912134"},"body":"

Would you be able to share details of this process? I'm experiencing the exact same issue at the moment, account banned for no reason and EA are providing zero updates to any case dispute I raise. 

It's appalling that you can play these games for 10+ years and then get a false ban just 'because'. Worst support service I've ever had to deal with.

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@GrimeyRL 

\n\n

When did you submit the dispute? It can take several days to get a response. Especially, during the holidays.

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Hi, the case was submitted on Dec 12th, any follow up I provide gets auto closed as 'no fix' or 'duplicate' and I've not had any engagement other than a one time code which I provided within the same hour.

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@GrimeyRL 

\n\n

Have you resumed the case? If so, that pulls it from the queue so ToS won't be able to review it. Since you haven't had a response in almost 2 weeks, submit another dispute and wait for a response. Make sure not to resume it.

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