What does it take to get a response?

Hello, 

I have had issues with people trying to access my orogin account late last year. In January a friend had messaged me that I am online at that very moment with kanji lettering next to my name. He found it suspicious as I wasn't playing any apex at all at the time.

Long story short, it was someone else on my account, they had less than two hours played, my password was changed immediately and I enabled 2fa at the same time. Of course, I still got banned with a very vague reason as to why.

On January 18, i got an email notifying me of the ban, I was unaware until I later tried to play and kept getting booted to main menu. So I wrote in to EA help, gave them proof of the messages and proved to them the steps I took to ensure it didn't happen again.

I would have appreciated any sort of follow up, but months later, no email, still banned, ticket is still open and I'm not even able to play the game if I so choose. I understand no one is supposed to access my account, but I did my due diligence to ensure it wouldn't happen again and caught it very quickly thanks to the help of my friend. 

Why is this such a common occurrence? I find so many threads on here with similar issues, I understand not everyone is innocent, but the theme of getting radio silence from EA seems to be expected. I'm disappointed about this experience, i don't feel comfortable actually buying any games from EA if this is the kind of respect they give their customers.