How do I find out why an account was suspended for TOS?

i. i have a customer that wants to speak with you. the issue is that the customer's OPR member id topo2@pacbell.net has been suspended by Updated by System NEMESIS. the customer was misinformed by previous agents stating that the account was tied to a dial up account and that's why it suspended. he was also informed that we can reactivate the account. the old dsl tn was 3232961766. i pulled up the account by the member id, and i did not find any other account. i informed the customer several times that the account cannot be reactivated and that i cannot provide the customer the exact reason for the suspension. i did give the customer a path forward which is to rename the id to a yahoo.com. the customer wants to find out why it was suspended. i informed the customer that its because of a violation of TOS. customer now wants to speak to my manager. customer's name is Michael Brown cbr is 2133613176