Issues with support and cases

Please could somebody help. Im so sick of going back and forth and not knowing what to do. In short, all i need is to contact an ea advisor. I have submitted an appeal, which i have already updated once, that has been responded to. however i didnt receive an email with the response, and looking at the case history doesnt allow you to view the entirety of what the advisor said. The case status says "waiting on player" but i genuinely cant do anything and i cant seem to make a live chat anymore which i think is because im in Australia? but i connected to support a few days ago, i just cant now.  on a side note, i dont know if its just me, but support on the ea site sucks to navigate, i have had to search for a link that takes me to the page for creating a case because there is no option for it anywhere, and the 'contact us' is really contact AI which in the end just takes me to making a ticket again. it has been almost two weeks of working with ea. first i had my account recovered from a hack, unbanned from the hack but then banned immediately after which is what im trying to appeal now. Any help would be great, if someone knows how to contact an advisor directly that would be amazing, this whole process is causing me so much stress and wasted time.