How to appeal forum permanent ban?

My partner was banned over the smallest thing ever (it wasn't even an insult) and now his account is permanently banned... really? no 3-strike warning?

I don't think this is fair, especially towards someone that has been very active and contributed a lot to these forums both in beta and current (his fantasia thread has 300+ likes)

I'm not asking for him to be unbanned... I just want to know where he can go to appeal it? contacting Square through the support page doesn't even work properly, there's no ticket history to keep track of inquiry and they don't even email you a confirmation, it feels like you're submitting a ticket into the nether....

Could someone please point us in the right direction? seems pretty dumb to permanently ban a paying customer over something so tiny! especially one that's made FFXIV his permanent home for the next 5-10+ years, you'd think if you want customers to stay, ease up on the forum moderation?