Ban phase

I have been banned since Thursday. I sent EA video evidence of my opponent de syncing me out the game but some how I am the one that is banned for cheating, I got an email back Friday morning but they did nothing after that, now it’s in this weird “updated by customer” phase. The time continues to push back and they won’t do anything so if there is an EA rep on here please look into my case and lift my ban! There’s no way you guys don’t have a hotline or a customer service system. I just want to play the game that I spent my hard earned money buying….