Urgent: PUBG Mobile Account Recovery Issue – Unauthorized Access & Claim Errors

My PUBG account was hacked around November 12. When I try to submit a claim, there are restrictions saying I must use the same device. The hacker reset my phone through my Gmail, but my device is still the same. I tried submitting a claim every day. Initially, it showed that I had to wait 3 months. Later, I saw the manual claim option, so I filled it out, but it got rejected. I kept trying daily, and after 3 months, the same message appeared. Now, the manual claim option is available again, but when I submit it, it says my device is not the same. If this was an issue, how was I able to submit the claim earlier?