ESO support no reply for friends account.

Matherios · May 21

My friends account got banned and he doesn't have access to post on forum anymore so i am writing this on his regard.

Greetings

On Wednesday 14th May 2025 I've received an e-mail from ZOS stating my account was permanently deactivated as a result of violating the Code of Conduct through Cheating/Exploiting. I replied to this e-mail right away, explaining none of my activities violated any TOS and asked for further details. They replied to me 3 days later (17th May) with an automated response saying this:

Greetings,

After a thorough review of the account, it has been determined that it did in fact violate the Code of Conduct. Due to this, the appeal to remove the deactivation on this account has been denied due to the evidence within our system for black market activity.

Due to the extent and scale of the violation, it has been decided that the ban on this account will remain in place, and that all services related to this account shall remain deactivated permanently. This decision was not made lightly, and it is final.

Regards,
The Elder Scrolls Online Team

Ever since, any further request for said evidences was dismissed and all I got was the same automated response. I asked to be put in contact with a real person but I havent received any reply as of Today (21st May)

I have been playing this game for almost 10 years now and I've never had this much dismissive attitude from the customer support. The AI from the game probably cought something that was "suspicious" and decided to ban me like hundereds of other people for no valid reason. The AI shouldnt ban anyone in the first place. Maybe the accounts could be flagged and then a human operator should decide what to do. This is obviously wrong and ludicrous. Can someone please read this and put me in contact with a human operator? I want my account back and want to be compensated for my daily endeavors and the Golden Pursuit house that I missed out due to this insane situation.
Thank you

My ticket number is # 250513-006600
@ZOS_Kevin @ZOS_Adrikoth @ZOS_BillE @ZOS_KaiSchober @ZOS_AntonioP @ZOS_JessicaFolsom @ZOS_RichLambert @ZOS_Racheal @ZOS_FelixP

Elsonso · May 21

Good luck to your friend.

It is never possible to look at these sorts of comments and feel like ZOS is always in the right on the subject.

Matherios · May 23

My friend finally got a reply yesterday and it was the same *** automated message.
Can we have actual human beings reply at us?

Matherios · May 26

Can you guys look into my friend ticket and resolve this unfair ban
@ZOS_Kevin @ZOS_Adrikoth @ZOS_BillE @ZOS_KaiSchober @ZOS_AntonioP @ZOS_JessicaFolsom @ZOS_RichLambert @ZOS_Racheal @ZOS_FelixP

DeadlySerious · May 26

Matherios wrote: »

My friend finally got a reply yesterday and it was the same *** automated message.
Can we have actual human beings reply at us?

Automated bans combined with automated "customer service" work together to create an unworkable situation once people are assumed guilty of an infraction even if they are not. There are just too many instances of undeserved bans and too huge a hill to climb to try and get those bans reversed.

It makes me wonder how many innocent people aren't playing or paying for ESO anymore due to these auto bans over the last year plus.

Matherios · May 27

DeadlySerious wrote: »

Matherios wrote: »

My friend finally got a reply yesterday and it was the same *** automated message.
Can we have actual human beings reply at us?

Automated bans combined with automated "customer service" work together to create an unworkable situation once people are assumed guilty of an infraction even if they are not. There are just too many instances of undeserved bans and too huge a hill to climb to try and get those bans reversed.

It makes me wonder how many innocent people aren't playing or paying for ESO anymore due to these auto bans over the last year plus.

They are not even giving warnings for bans.
They are trying to hide the reason you are banned with a very vague answer.
They say that there is no AI or automation that flags people and bans them but that's a lie as many Roleplayer people have got banned from them saying some sexual stuff with their friends and they wake up next day having their accounts banned and the friend who they said it to those words said that they didn't report them so only thing that makes sense is their automated system banned them.
We were doing carry runs for years and now the past months you are afraid to do them because you can easily get banned because the person that gave you the gold (client) got his gold from a gold seller... like am i supposed to know and ask him from where he got his gold? No, i should just receive it and do my thing. It's not my job to make sure the gold was received fairly and not from an external site... That is ZOS job to fix stuff like that not mine.
Like with this ban that my friend received who mind you is playing the game for around 10 years ( i think since beta) and has ESO+ for years + buys the expansions and they ban him like that? When he is not saying bad stuff to others, he hasn't cheated anybody or stole from anybody and hasn't exploited anything in the game compared to some other people (like that transmute bug). It's boiling my blood thinking of all those stuff.

reazea · May 27

Matherios wrote: »

DeadlySerious wrote: »

Matherios wrote: »

My friend finally got a reply yesterday and it was the same *** automated message.
Can we have actual human beings reply at us?

Automated bans combined with automated "customer service" work together to create an unworkable situation once people are assumed guilty of an infraction even if they are not. There are just too many instances of undeserved bans and too huge a hill to climb to try and get those bans reversed.

It makes me wonder how many innocent people aren't playing or paying for ESO anymore due to these auto bans over the last year plus.

They are not even giving warnings for bans.
They are trying to hide the reason you are banned with a very vague answer.
They say that there is no AI or automation that flags people and bans them but that's a lie as many Roleplayer people have got banned from them saying some sexual stuff with their friends and they wake up next day having their accounts banned and the friend who they said it to those words said that they didn't report them so only thing that makes sense is their automated system banned them.
We were doing carry runs for years and now the past months you are afraid to do them because you can easily get banned because the person that gave you the gold (client) got his gold from a gold seller... like am i supposed to know and ask him from where he got his gold? No, i should just receive it and do my thing. It's not my job to make sure the gold was received fairly and not from an external site... That is ZOS job to fix stuff like that not mine.
Like with this ban that my friend received who mind you is playing the game for around 10 years ( i think since beta) and has ESO+ for years + buys the expansions and they ban him like that? When he is not saying bad stuff to others, he hasn't cheated anybody or stole from anybody and hasn't exploited anything in the game compared to some other people (like that transmute bug). It's boiling my blood thinking of all those stuff.

To me it feels contemptuous to the customer. It puts the customer in a no win situation with the only option being to hope and pray you can speak to an actual customer rep at some point rather than spinning our wheels in a never ending automated AI dialogue circle.

ZOS_GregoryV · May 28

Greetings,

After review, we have decided to close this thread due to Discussing Disciplinary Actions, which is against the Community Rules, and is stated as follows:

Discussing Disciplinary Actions: If you ever have questions or concerns about a disciplinary action or decision we have made on the ESO forums, or wish to appeal a forum warning or infraction you’ve received, we ask that you please contact https://help.elderscrollsonline.com/ to do so (please specify that you are contacting about a forum-related inquiry or appeal). We are happy to discuss and review specific moderation-related actions with you, but we do not allow discussion of any moderation actions or decisions on our forums. If you have questions or concerns about an in-game disciplinary action, please contact https://help.elderscrollsonline.com/ to ask about a suspension or ban, and any other support-related feedback. We cannot assist with in-game violations on the forums.

With that being said, @Matherios, please be sure to inform your friend that we checked, and can confirm that the provided ticket is with the appropriate team. If your friend would like to request an update on the status of their ticket, they can reply to the ticket, but we recommend refraining from multiple inquiries. Additionally, to clarify, we as moderators cannot assist directly with account suspensions and/or bans on the forums.

Thank you for your understanding,
-Greg-