Need advice on being put on "black list"

So at the beginning of last week I received a notification from Uber that my account has been flagged. Their customer support obviously sucks, and their office in NJ told me that someone complained about me, and after Uber investigated they found that I used an airplane mode.
That specific rider that they said that has complained has made me stop 5 times at random locations in NYC with a final stop by Columbus Ave. Of course the system will think that I made up a route....
What and who can I go to? This is ridiculous, I have a 4.96 rating, driving Uber Black. The ppl at the office said once I am put on the "black list" I will never be removed.

WTH???

Advice or a contact would be so appreciated!