Welcome to EA :)
Your account has been most likely hacked and the support won't do anything; it happened to my other account once, and they didn't want to take the ban down (apparently ban was due to verbal abuse) even though I asked them specifically to point out the date and time for that incident.
Surely they can see my (and your) IP address, so they could just access it and see where exactly the offence took place on a given date and time.
If they did so, I could've easily shown them where I've been at that time and place to prove my innocence.
I have been arguing for over 3 months and I gave up. I made a new account and still play the game however, I no longer spend a penny on this game in case I get hacked again, so I won't be mad about my money lost.