Unable to make ban appeal/ No penalty showing up

I was hacked a year ago and recently just got help getting it back. Turns out i got 2 penalties from the "hacker." One was a EA account ban that i made a appeal for and it got accepted. 2nd one is a ingame ban that isnt showing up anywhere so im unable to make a appeal case. I have chatted with many advisors but none can fix it, one advisor almost by contacting ToS themselves and Tos made the case, but they forgot to add a description so it looked i was the one that hacked and was just trying to appeal for nothing basically. Even when i click submit an appeal with the ai chat nothing shows up. Please help.