We can't look into bans for you from the forums but our Terms of Service team can take a look. Terms of Service are the team that exclusively handle banned account cases.
It sounds like you already reached out to the support team about a banned account and they mistook it for a hacked account. They can fill in an appeal on your behalf if they understand the reason for reaching out to them, but it's always better to pop in a ban appeal directly to the Terms of Service team in your own words. Please fill out the webform to send in an appeal to that team if you believe a ban was added by mistake.
This FAQ and guide will help you with this: EA Bans and Suspensions - How they work and how to get in contact with us
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Please only DM me if I've asked you too, or in the case of highly sensitive content. General questions/issues/topics are best shared on the forum where others can take part/benefit from the responses/solutions/workarounds