Why can't customers talk to the Terms of Service team?

After an account ban four months ago, I have been desperately trying to contact the Terms of Service team. At first, I made cases, as I was led to believe this was the best way to contact them. However, it was a rather robotic response, and it was as if they did not read what I had stated in the case description. Then I reached out through live chat, by making another case with another issue, (as you cannot contact an advisor through phone or live chat if your account is banned or suspended). In the live chat, I discovered that all the advisor could do, was make a case themselves on your behalf, not actually solving the issue. Then you come to EA answers, where we are told multiple times that customers cannot contact the Terms of Service team here, and reply with the same copy + paste response which leads you to creating a case, which will be ignored in the long run. 

My suggestion to counter this, and generally improve the EA customer support, is to allow Terms of Service team members to engage in Live Chat and on the phone with customers. It would be a much more organic response, and the customer will be able to assure themselves with the fact that they are certain another human is helping them on their case. All of the EA advisors I've engaged with have been so polite and as helpful as they can, it's a shame it's the heavily flawed system they work in is just simply discrediting them, and making the information they give you useless. Is it possible that I receive a reply to this stating why they can't, or that you consider this as an option for the future. P.S - For the sake of my sanity, please do not respond with instructions directing me to the 'Create a Case' screen.

Many thanks for reading.