Facebook has the worst platform in the world. It's normal to get 6 support reps in a row ask you the same identical question you've already answered 5 times in a single thread they can scroll up to read. Each time you reply, a new rep is assigned the ticket, and they want to maximize throughput so they just use a canned response instead of dealing with the issue. But this is normal. They also ban you by default, assuming, I think, that people who aren't legit won't appeal, so legitimate merchants need to appeal to bans multiples times just to begin buying ads. They also restrict your account so you can't do anything, but they leave the ads running and keep billing you. This bankrupts people who can't pause their unprofitable campaigns. My business partner was being billed ten grand daily via a banned/restricted account for weeks on end.

But this is the game. I've spent millions of dollars on G/FB/etc and that's just how it goes.