Punkbuster Unfair ban and Irresponsible customer service.

Greetings,

A few months ago, I was playing Battlefield 4 and I got "unofficially banned" which restricts me from joining any server that stream to Punkbuster (normal Punkbuster enabled servers are fine). And I find that was unfair because I did nothing wrong. The ban code was WALLHACK #69096 (alias: ykz_iweed).

I contacted Evenbalance support, seeking for help to resolve the issue. Link to my first support ticket: http://www.evenbalance.com/troubleticket/update_ticket.php?ticketnumber=EB6501000892257&password=d1fe9514a34fca2559f509af2c3672&special_message=new_ticket.

A staff member, Alex J assisted me to solve the problem but did NOT help much. Alex explained to me that my account might have been compromised and they are not responsible for that or there were something in my computer may have triggered the ban. For the record, my account is not compromised, so there must be something in my computer that triggered the ban, so Alex asked me to find out what it is and they will assist me with solving the issue. "If you think you have found a specific program that causes a false detection please let us know. We will investigate any credible information regarding any possible false detections." - exact quote from Note #5. And I started test every possible program that may have caused the ban (with the banned account) but I could not find anything.

Later on, I borrowed my friend's account (alias: RandyGhini), which was clean, unbanned, to test again. I started my first game without opening anything else on my computer, and the game went smooth, nothing happened. Then I remembered a game that I played at the time I was banned which was The Witcher 3 and Fallout 4, and I did use Cheat Engine to advance my progress in the game (with pre-made cheat table just for Witcher 3 and Fallout 4, this has nothing to do with Battlefield 4). So I decided to open that up with the exact cheat table i ran for Witcher 3 to test again. Second game started, and half an hour through the game, I was banned, exact same ban code from the first one (#69096). This program does not do anything on a normal Punkbuster enabled server, but when it comes to server that has the streaming feature to Punkbuster, it gets myself into the UBMi (Unofficial Ban Master Index)

I contacted Evenbalance again, explained what happened and I have found the program that triggered the false ban. But this happened: http://www.evenbalance.com/troubleticket/update_ticket.php?ticketnumber=EB9418000896143&password=1e930426988264781fb8b208f1e34b&special_message=new_ticket

Same support staff, Alex J. But this time, he/she seemed to be VERY irresponsible in his/her customer service. He/she seemed to be ignoring EVERYTHING I try to say and even closed the ticket on me TWICE for the last 2 days without any response. Eventhough I have explained EVERYTHING. I even provided him/her recorded footage and the reports of the 2 games I played on RandyGhini account as an evidence to prove my innocence and for them to review my case. But they just WON'T do it. All Alex did was saying the same thing over and over again, which was something like "The prior explanation has answered your question, we have nothing further to say on the subject". But NO, THEY HAVE NOT ANSWERED MY QUESTION CLEARLY. And they were meant to find out what's really going on by reviewing the evidences I provided, not just pushing responsibility away.

Here's the link to the footage: https://www.youtube.com/watch?v=NBSnojwHncc

Notice at 43:46, I started a conversation about my issue, and I mentioned that I was going to open Cheat Engine and test it at the end of that conversation (which also the end of the first match). And at 1:29:08, there was a ban message on the chat box (pay attention, it only last half a second before the screen blacked out).

Link to first game's Battlereport: http://battlelog.battlefield.com/bf4/battlereport/show/1/724968220030619264/364005379/

Link to second game's (banned game) Battlereport: http://battlelog.battlefield.com/bf4/battlereport/show/1/724981581225086592/364005379/

I also have included the 2 cheat table I used to open Cheat Engine at the time.

Anyone who ever had experienced this before, I dearly need your advice. As Evenbalance's "support" is very helpless and with an extremely poor customer service, lack of responsibility. I need someone who can put this into investigation and improve the game and bring my case to the light.