Unlike many I cannot judge you for what you did or didn't do, because I don't know you, I haven't watched you play, and even less so, I haven't witnessed the actually "problematic games" in question.

However, I'm quite certain of two things in XIV:
- Their customer service is awful and will send you into wild loops ending up in dead ends. Especially when you try to appeal from a decision. I'm actually amazed that you managed to get that far and have actual blurbs of reply and them actually giving you a hint of what you were sanctioned for.
- People are inclined to believe that the offender always has something to hide or isn't telling the whole story, and I did too until the same crap happened to me. You're not immune from taking stray bullets. Their GMs do not give a flying duck about their own TOS. They're the whole circus.