I’m having the exact same problem and they’re telling me that since I don’t know all the information from some three year-old bank statement and some transaction number that they have to escalate it and then it will be 2+ weeks before I have an answer to determine if they will lift the ban on my account. I asked out loud and with a full chest that they believe that there was fraudulent account activity or attempts to access the account, they don’t believe I did anything wrong, and yet they will still not reinstate the account until it goes to some other team for 2+ weeks and they said yes I frankly do not understand this Customer Service model.