They're saying that they can pass the details on ("Ability to report the case directly"), rather than that they can handle ban cases themselves. For clarity, EA Help cannot handle ban appeals themselves; that's something only the ToS team can do, but they can pass on information or initiate the appeal process.
If they can convey some information, it indicates that your appeal can reach the TOS personnel. The biggest problem with banning player appeals now is that they cannot reach the TOS personnel, even if they have prepared sufficient evidence.
Yes, they can pass information to ToS and initiate appeals on someone's behalf. However, handling an appeal, as you suggested in the quote below, is outwith their remit, unfortunately.
I found that some of them have the ability to handle your appeal.
I'm glad you confirmed this, so we can help those who were mistakenly banned. As for whether they can convince the reviewers, it's up to them. After all, I can only provide one channel, and whether cheating is really happening can only be decided by the reviewers, not by the system arbitrarily banning it.
