The hotline had prepared varied reasons. These ranged from "You may not use under any circumstances the supplied CD's!" about "the expansion pack installed in the wrong order!" to "Your account has been disabled. If you have accidentally insulted other participants? Unfortunately, you must contact here at another service, which is, however, only be reached via e-mail!".
This software has no function and the hotline without competence. My advice on this and other products made by EA.