Support Help

Hey everyone. I'm really frustrated and am hoping someone can help guide me in the right direction.

I'm having an issue with receiving adequate help from EA regarding a wrongful ban and a potential refund. To make a long story short, I keep being given the run around by both the agents AND the cases I've been opening up. One tells me to open a case, the other tells me to open the Connect chat, and honestly neither of these have helped me in the slightest.

The long story is that my son recently made his first account on EA and I bought him his first game. When he tried to go play it, he saw that his account got banned. The reason listed was simply "Rule violation" with no additional information. He tried to appeal it, but it was denied. How can they ban him without giving a specific reason? We're both confused about this, firstly. 

Secondly, I can't properly access the Connect chat with his account because he's banned, so I try to do it on my own, but then I'm told I need to do it through his account. So which is it? Does EA pride itself in taking money from it's users and banning them so they can't use the products they bought? 

At this point, I don't even want them to unban the account. I DO want my money back, but it's impossible to even speak to someone real and competent. Has anyone dealt with this? Are there any pointers?

Sorry for the rant, thank you for the time.