Terms of service team, Hello?

EA Help needs a lot of help.

I cannot understand how you have a help service this broken and even call it that. Each time I have tried to reach out I'm left asking more questions than receiving "help."

My account was recently compromised and subsequently the hacker got it banned (Apex). I've been locked out of my account for 3 weeks now since I first opened the case at the end of last year. I'm not sure what this "get back to you in 72 hours" or "might take 14 days" is about because it's certainly irrelevant. 

Either your TOS team is understaffed or god knows what but the time to resolve this stuff is way too long. To not allow direct contact with them, reply, or even worse have an EA help adviser able to contact them is absolutely counterproductive. All we're offered through these help channels is "TOS team handles this so please wait." Again, it's been weeks. 

My account was compromised and I somehow feel like I'm being punished more by EA as the victim. I'm not trying to force the issue and suggest "yeah this should be resolved right away," cause things take time, but this system just feels messy and offers no reassurance whatsoever. 

Let's say there was an active TOS contact system, where players can talk to and contact them. We provide the details of what happened etc, provide any security information needed, show proof of ownership etc and they can unban the account so we can start playing again asap. Instead it's this "wait as we investigate" statement. Wait for what? It's my account, I can prove it, I just want it back and play cause I love the game. 

I'm not sure what else I can say. It's infuriating cause all this anger comes from my enjoyment of the game. Then one day something bad happens that isn't the players fault and EA help/TOS just leaves you in limbo not knowing when/what.
If there's a lot of cases or a large backlog, then hire more people or lend some support, idk, anything??? For someone who's dedicated so many hours in the game, built up in-game collection and everything, all that loyalty and time spent doesn't feel like it's been supported and acknowledged at all.

If you're going to run a system to help your players and have taglines on your website like "we're here to help so you can get back to playing asap" then I'm begging you to stick by it, or not at all. Otherwise it's just not true and absolutely pointless, misleading and disappointing for a company this big.