A year of dealing with support

So, I've been having a back and forth with the Player Behavior support team for nearly a year now in regards to a perma banned account. This ban was made in error due to the lack of information that they have failed to provide in reform cards, such as muting all players at the start of a game to avoid being goaded into negative responses. During the time of the report system overhaul, which is when this started taking place, there was once an option to report someone for refusing to communicate. I tried telling them that if I had known that the option was valid, I feel as if the account in question would never have been banned, but they refused to listen and would respond with automated messages telling me they couldn't do anything more. I'm dead certain this has happened to other players, and I feel that the support staff isn't taking this as seriously as they're supposed to. I've had to make an entirely new account in an attempt to put forward my facts again in hopes that they will actually be read instead of being auto replied with spam. Why would a company refuse to give out all possible options for a successful reform and then refuse to act upon valid points when its brought to their attention? The content of abuse, I feel, doesn't even matter when the problem starts at the reform cards in the first place. All of it could have been prevented had Riot made clear that it was alright to mute players. Recently I've been talking with Hana, who has even contradicted herself (himself?), saying that muting players is more or less toxic. Which rule are people supposed to even follow? If I mute people I'm considered toxic, if I keep them un-muted I'm considered toxic by responding to people picking on me. Why isn't any of this information on player reform cards or even on the website? I've been fighting to get some answers to these questions for a YEAR now, and it's clear that support doesn't have the answers or just doesn't care enough to reverse a ban that was made in error. I believe they are hurting their community by not being clear enough in regards to their player reform cards and what options people can take to reform successfully. I also believe that when people bring up these points to Support they are completely ignored and resort to automated messages. I'd expect a company of this size to take its customers more seriously than they have been with me, its heartbreaking to see them treat customers so coldly even after 5 years of playing.