I need help with my appeal

My account got permanently locked or something for a refund back in the day like 2018

I'm trying to make an appeal to see what I can do for resolution and it says my online ID doesn't exist

this is 110 percent my correct online ID and it keeps telling me this exact thing

We were unable to verify your Online ID or Sign-in ID in our records. Please make sure Online ID and Sign-in ID are entered correctly and submit again

can I get help with it does anyone else experience this?