10 year suspension with lack of reason or human reply with the ticket system

recently my account was hit with a steam family ban due to another account in the familly having a ban on dbd

that account has had that ban for 3048 days(8 years!) thus far and has been in the family for as long as i can remember with no issue on mine, after the removal of said account from the steam familly the suspension reason changed to Exploits, that being classified as abusing bugs or errors in design to gain competitive advantage, of wich i never used or abused, making this reasoning confusing, even more because in this page
https://support.deadbydaylight.com/hc/en-us/articles/45521322753428-Game-Bans
it has the temporary suspension time ranging from 48 hours to a month, eventually leading to a permanent ban

my account is stuck suspended until 2036 and i have yet to get a human to reply and explain why, im confused and just want to know if this can be revoked or what i did wrong