Account Banned & Empty Penalty History

My penalty record is blank, but my account is still blocked. I want to ask, I don't even have an appeal button. Clicking on other parts connects me to customer service, but they just say they don't have the authority to handle it and redirect me back to the penalty record, which is completely empty.

A customer service representative said they would help me, and told me to wait three hours. But after three hours, there was still no result, and they gave me the same sales pitch again.