Garena Free Fire Ban Dispute After Unauthorized User Accessed Account

I am writing for my boyfriend regarding his Free Fire account on the Europe server, which has been permanently banned four days ago this month. The account ID is 118140221, and it is linked to a Google account. We believe this decision is very unfair and are respectfully requesting a detailed review. The ban occurred after one of his friends accessed his account and used hacks without his knowledge or permission. My boyfriend did not personally use any cheats or third‑party programs and did not consent to this behaviour. Despite this, he is now facing a permanent ban because of actions taken by someone else who logged into his account. He attempted to contact Garena support to open a ticket and explain the situation, but he was not allowed to submit a ticket through the system, so he has not been able to properly present his side or request a thorough review of the case. We kindly request that this account be fully investigated, taking into account that the hacks were used by another person who accessed the account, and that the permanent ban be lifted if possible. Our expectation is that the account be unbanned so he can continue playing fairly, and we would appreciate any assistance to resolve this situation.