The EA service team was so disappointing

The content in the picture is that I asked EA customer service on September 2 how my case went, and the other party replied that the ban would be lifted for me in 20 days, and I repeatedly confirmed the authenticity with him, which made me very happy, because my account was stolen and maliciously used to cause a wrong ban, for this reason, I worked hard for a year, constantly submitting emails, but the next day I found that there was no email notification, so I asked customer service again, but the result was the opposite, and the customer service not only did not solve my problem after that , but also directly unilaterally closed the case, and the EA team treated innocent players like this, which is too disappointing