My girlfriend got banned for no reason

We’ve been playing NFS Heat for the last two days, and she has literally just finished making her first car and we’ve done like 3 races together and then we hop off for the night. Wake up the next morning and shes banned. She hasn't ever played another EA game, she didn't use a microphone while playing to say anything against the player charter, I've been through the entire TOS to see what she could have possibly done wrong to get her entire EA account banned straight away, but i cannot find anything. 
We appealed it on her account and ea has sent us an automated response and so ive appealed it on my account giving info about her account. 
Please can someone help in terms of getting in touch with some sort of support team to help us  I’ve sent emails, tried to find a live chat option, but literally nothing works. Just ridiculous for a company of this size to offer such bad customer service for things like this.