250+ comments already so I fear my rant will disappear to the void, but I experienced this exact same thing with Apex Legends. I was fortunate to get my account back eventually, but the experience is the same.
I don't really care that much about my crappy in-game cosmetics, but to have access to the game ripped away from you with no actual explanation to what you did is a pretty big gut punch. The result I took from the experience is that EA/Respawn are untrustworthy and will never receive another penny of my money. Their steadfast "you cheated, no appeals, now shut up" attitude seems like poor long term planning if regular players are going to be randomly harmed by whatever happened.
I've pondered over the issue too, and ultimately I think the entire circus could be avoided if they were willing to discuss the specifics of banning. The notion that they don't need to tell you how you were detected as though it is some sort of protection for their anti-cheat methods is a disservice in customer relations. For me, I tried appealing a case against something I had no evidence for, so to ask a question about how I can make things right in an appeal (what logs do you need? what proof can I provide that this was a bug) ended up just flagging my account so I could no longer open tickets. I had found other users on Reddit who received the same ban (and consequentially, received unban at teh same time too, so it was a system bug). We were all treated the same. How to fix this? Have confidence in your anti-cheat to the point where you can say "we caught you doing X" so I can provide evidence to the contrary.
I suspect it is because they'd need to hire more staff to work customer service. They'd also need to give those staff the necessary tools to respond to customers which I can tell they do not have at the basic CSR level.
In the end, they lose a customer permanently. They also gain a vocal proponent against their services as I write similar rants every time I see a topic of it discussed. They don't really care much about me though. That's important to remember. They are willing to bulldoze the individual in hopes the larger reputation they maintain about being hard on cheaters doesn't backfire.
I don't really care that much about my crappy in-game cosmetics, but to have access to the game ripped away from you with no actual explanation to what you did is a pretty big gut punch. The result I took from the experience is that EA/Respawn are untrustworthy and will never receive another penny of my money. Their steadfast "you cheated, no appeals, now shut up" attitude seems like poor long term planning if regular players are going to be randomly harmed by whatever happened.
I've pondered over the issue too, and ultimately I think the entire circus could be avoided if they were willing to discuss the specifics of banning. The notion that they don't need to tell you how you were detected as though it is some sort of protection for their anti-cheat methods is a disservice in customer relations. For me, I tried appealing a case against something I had no evidence for, so to ask a question about how I can make things right in an appeal (what logs do you need? what proof can I provide that this was a bug) ended up just flagging my account so I could no longer open tickets. I had found other users on Reddit who received the same ban (and consequentially, received unban at teh same time too, so it was a system bug). We were all treated the same. How to fix this? Have confidence in your anti-cheat to the point where you can say "we caught you doing X" so I can provide evidence to the contrary.
I suspect it is because they'd need to hire more staff to work customer service. They'd also need to give those staff the necessary tools to respond to customers which I can tell they do not have at the basic CSR level.
In the end, they lose a customer permanently. They also gain a vocal proponent against their services as I write similar rants every time I see a topic of it discussed. They don't really care much about me though. That's important to remember. They are willing to bulldoze the individual in hopes the larger reputation they maintain about being hard on cheaters doesn't backfire.