EA Games complaint: Account banned randomly

I recently signed up to Xbox Game Pass Ultimate, which comes with EA Play included. I’d happily been spending my time playing Need for Speed Heat with no issues. Then 2 weeks ago, I woke up to an email informing me that my EA account had been banned. This was puzzling to me, as I hadn’t done anything to incur a ban. I hadn’t communicated with any other gamers, abused any software or anything.

I got in contact with EA to find out what was going on. At first, the advisor suspected that my account had been hacked, as he was talking about someone accessing the account from South Africa. I am in the UK and I’ve never used a VPN for gaming, so this clearly wasn’t me. Assuming this was the issue, he put the case forward to the internal reviews team. I had hoped I would hear back from them soon, but it took 2 weeks to get a response.

The response I got was that EA handled the issue correctly and that they will be upholding the ban. Now I’m starting to get irate. What sort of ridiculousness is this? Anyway, I made a second attempt to communicate with EA. This time, I am informed that my account was banned due to fraudulent purchases andor refunds. What purchases? I haven’t bought anything from EA on Xbox. No games, no DLC, nothing. I double checked my Microsoft transaction history and nothing of the sort is present. No refunds, nothing. I haven’t bought a single thing from EA. I double checked with a Microsoft advisor what data they have on me from their end, and he ed that no such history of fraudulent activity exists on my account.

I’ve relayed this information back to EA, and hopefully they will remedy the situation, although I am doubtful based on how they have responded so far. The only reason I know this much is because I have to keep chasing them up for answers, otherwise they just send a generic email saying to view their Terms of Sale and User Agreement. How is that helpful if I haven’t actually done anything to breach either of those? Furthermore, I don’t appreciate being lied to. The second representative assured me that EA would be in contact with Microsoft to verify my purchase history. Upon speaking to Microsoft myself, they told me that the two companies don’t actually have any internal means of communication. I questioned EA on this in my most recent interaction with them and that question was avoided entirely instead of answered. The more I think about it the more I feel stupid for even believing such a blatant lie. If it was so easy for EA to communicate with Microsoft regarding my purchase history then they would have done this already the first time and this issue would have been solved, but that isn’t the case.

It’s possible that this is just a glitch in EA’s system. What makes me believe this is that if I really had made fraudulent purchases through my Xbox then first of all, Microsoft would have evidence of this and secondly, they probably would have banned me from their own services too. EA is the only party in this whole scenario with a problem. A problem that they have provided no proof or evidence to support. I have provided them with all of my evidence, including my dealings with Microsoft, so I am eager to see what they say now. Hopefully they don’t come up with yet another reason out of thin air to uphold the banning of my account.