Permanent ban for a name

I will keep it short since English is not my native language 

I got permanent ban for a name after playing for 10 years supporting this game despite its not in the best days for it too and can be pulled off the plug at any min 

I didn’t get the chance to change the name no anything despite I’m not English speaker and I saw someone using the name in Skyrim online and googled the name and found there is real people using it as well 

Paying for this game already is so hard for me consider 1 usd = 52 Egyptian pound and to get the permanent ban after paying the 99$ bundle as well is just cruel to say the least after all this time 

I’m so broken atm I tried to appeal and to let them understand I keeps getting template automated responses I’m just beyond it atm I just want my money back after all this if they don’t to unban at this point because they should made me understand first what is wrong and offer a force name change not just like this 

Incase you need display name is MohamedElgendy