Cannot find account in account recovery

I was hacked last week and the hacker is requesting returns for items I received and am not returning, so I reported the issue to tiktok shop chat using a new account. After a few days, they messaged me that they’re still investigating, then today, that account I created just to talk to customer service was banned, leading me to believe they might have banned the wrong account - I can’t find that one in the search but can find the one that was hacked.

Anyways, I created a completely new account and chatted with TikTok shop customer service again, and they said that the hacked account is locked and the hacker shouldn’t be able to do anything, and that I need to report a problem again to get the account back.

Since I can still search for the hacked account, I copied the username and pasted it in account recovery and it can’t find the account. Is that normal? The customer service guy was not helpful in confirming that the right account was locked, why I could still search for the hacked account, and why it wasn’t showing up in account recovery.

For what it’s worth, I tried to recover it through account recovery on the day it was hacked, and it kept saying there was a system error / couldn’t find the account… is there something special hackers do to make the accounts not visible to account recovery?