[2021] Help with Ban

Hi @BTAB87, 

 

In terms of hearing back from Terms of Service, reports from other players on the forum suggest that the average response time is quite long at the moment and it may take a while before you hear back from the Terms or Service team but 2 months sounds longer than any report we've seen come through on the forums for a single appeal.

Could you please connect with the support team for confirmation the tickets in the correct queue please? They'll double check that case number for you to help ease concerns and if it failed to enter the correct queue/send to Terms of Service the advisor will correct that asap. If it's in the right queue, they'll let you know that also. 

 

Once the Terms of Service team have received your case and completed their investigation into the ban, they'll reach out to you via email from this address: [email protected].

 

- EA_Lanna

____________________________________________________________

＊Accept as Solution button- If a post answers your question please let us and other players know by hitting this button.
＊Me Too button - 'Me Too' helps us track how many players are also experiencing that issue. Definitely make use of this button.
＊XP button - Say Kudos and help players 'Level Up' by giving them XP for helpful posts.

Hi @E9ine_AC,

2 months sounds longer than the reports I've been seeing on AHQ. If you could relay this for me; I'd suggest they too get in touch with the support team so an agent can check the case is working it's way to Terms of Service as intended.

- EA_Lanna

____________________________________________________________

＊Accept as Solution button- If a post answers your question please let us and other players know by hitting this button.
＊Me Too button - 'Me Too' helps us track how many players are also experiencing that issue. Definitely make use of this button.
＊XP button - Say Kudos and help players 'Level Up' by giving them XP for helpful posts.

Hi @E9ine_AC,

 

I'm not full-sure about the ticket resetting but if it's a concern they can always open a new one and not touch the one that's been sent up. Alternatively, they can reach the support team through Twitter or Facebook instead and ask the agents there to check on a case - that shouldn't require opening the escalated case.

• For Twitter - Select the message icon to get assistance 
• For Facebook - You can select the 'send message' option on the accounts home page  

- EA_Lanna

____________________________________________________________

＊Accept as Solution button- If a post answers your question please let us and other players know by hitting this button.
＊Me Too button - 'Me Too' helps us track how many players are also experiencing that issue. Definitely make use of this button.
＊XP button - Say Kudos and help players 'Level Up' by giving them XP for helpful posts.