Hello, I sent a ticket to punkbuster, but I did not understand very well what they said, how can I remove my ban?

http://www.evenbalance.com//troubleticket/update_ticket.php?ticketnumber=EB5818000939427&password=removed

Hello, I would like to know if you have a ban on punkbuster, because I was banned without cheating, I use the program called AutoHotKey but known as "AHK", I use it as a macro to get keys on my keyboard to change music etc. , and consequently punkbuster detected this as a hack, and now I can not play on several servers because I am banned from your site

my account https://bf4db.com/player/1820968869