Communication is not good, that's a given.
But shadow ban is still the wrong term.
It would only be a shadow ban, if the publisher would be shown the game, while the rest of the people would not. If everyone is not seeing the game, that is a regular "ban". Delisted (and not yet listed) games are delisted for everyone, including the publisher of the game.
And yes, the faq is wrong for years now. I complained about this lots of times. Exchange days with weeks wherever such time frames are listed in the faq and it gets more accurate. My main complain is, that this creates expectations that will cause even more support requests, swamping support down even more. While a realistic estimate in the faq might put a lot of people at ease and not prompt them to swamp down support with a request after not being indexed for two days.