This seems to be some type of bug. It would probably be useful for him to copy the “Appeal ID” which is located at the bottom of the appeals page where the appeal got accepted and send it over to support as a reply to the confirmation email. Roblox Support normally answers every ticket but it can take a while
Best they can do is not creating new tickets as this appearantly delays roblox support response times. The ticket is in a queue and gets answered eventually
Hope that helps