I need help!!!!!

So recently one of my close friends got his account permanently suspended for quote on quote hate speech when he asked someone on GTA Online to help out with a heist. He filed an appeal but Playstation rejected and never gave him a time table for when the suspension will be able to be lifted. We tried calling Support a few minutes ago, but they're too busy for live help. Does anyone know what's the next best course of action is? Any advice would be greatly appreciated. I have experience with hacked accounts but not on bans or suspensions. Is it basically a waiting game now? Or should we keep calling everyday until we get someone to help?