Ticket improperly resolved (case 89285111)

EA TOS team refused to remove my suspension but won't provide proof/explanation.

I was suspended for 'xenophobia' but I rarely use in-game comms (voice/chat)

and I certainly do not flame anyone - let alone based on them not being from where I'm from (xenophobia)

It really feels like no one actually looked at my case/ticket. 

In short, I opened a ticket to report a player that was using racial/homophobic slurs - spoke with chat support (told them what was said by the toxic player) and then got an email saying my ticket had been resolved and that I had been banned for 7 days.

Now the TOS team claims this has been reviewed twice but I really doubt it based on all the above information - seems like an obvious mix up to me.

My suspension is already over - but I want this off of my record - especially now that I see how backwards/ineffective the support system is.

Only helpful person through this whole experience has been on this board (EA_mako)