I can’t Que into a game and I’m stuck with 1 player in Que

Product: Apex Legends
Platform:PlayStation 5
Please specify your platform model. Sony PlayStation 5 Digital Edition
What is your gamertag/PSN ID/EA Account name? O0skylord0O
Please provide your squad mates' gamertag/PSN ID/EA Account name if possible.
Are you using any software with an overlay? No
Which Legend were you playing (if applicable)?
Which Legends were your squad mates using (if applicable)?
Where did the issue occur? In the lobby (waiting area before the match)
Which part of the map or menu were you in? If you don't remember the exact name, please describe the area or what you were trying to do in the menu. The main menu
What were you doing when the issue occurred? E.g. respawning a squad mate at a beacon, using an ability, a squad mate left the game. Got my account unbanned after being hacked
Did your squad mates also experience the issue? No
How many matches had you played in a row before the issue occurred? 0
When did this happen? (dd.mm.yy hh:mm) 06.01.25
How often does the bug occur? Every time (100%)
How severe is your issue? Major impacts to gameplay
What happens when the bug occurs? Press to Que into the game and it says 1 player in Que the whole time then doesn’t let me get into a game at all after waiting long periods of time.
What should be happening instead? It should let me Que with other people
Steps: How can we find the bug ourselves? My pressing the find a Match button it should say there is only one person in the que

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I am posting for a friend. 

their account was hacked early last year and was banned, he hadn’t played the game for around 6 months before that and when he finally got the account back and unbanned a few days ago he hasn’t played apex at all in that time frame. After everything he still can’t Que into any games because it says he in the only 1 in que he’s tried uninstalling and reinstalling, checked the dns, tested it on a different account to see if it was his PlayStation but then it worked on that account. We contacted ea support who were no help at all and said they couldn’t do anything about it. Nothing has worked we even tried changing the region that he plays on and turning crossplay off and on nothing has worked. How do we fix this because we suspect the account is still suspended in a way but ea won’t help up with that. What do you think it is?