Why does EA's customer support suck compared to other game companies?

This is more of a rant/venting, but if anyone want's to put in their two cents I welcome it. 

Bad customer service:

So my wife's account gets banned out of the blue one day for no reason. When I say no reason, I mean no reason. The only time she played was when I was playing, and she was able to grind her account to level 150 and we spent money on the battle passes and coins for skins that she wanted. Anyways, she gets banned, okay, must've been a mistake, we appeal and get a response saying "you cheat, you banned". We appeal that get another response "we looked already you banned, case closed"

Great customer service:

Here's an example of good customer service that I've had in the past: I use to play a lot of League of Legends, whenever I stopped, I had a friend ask if they can use my account so I let him. He lived in China and forgot to log out one day and my account gets messed with, and I get banned. I contact customer support and tell them what happened, and they told me flat out that I violated their TOS by sharing my account. The rep was nice enough to take into consideration that it was a mistake and I've never broken the rules before this. They restored the account and all my purchases and told me if it happened again, they couldn't help me. 

Anyways, all that brings me to my question. Why does EA's customer support suck compared to other companies?