If in the EU try a GDPR request for her personal data. I did that once when hit with a similar situation with no reason given for refusal of service from a fac

If in the EU try a GDPR request for her personal data. I did that once when hit with a similar situation with no reason given for refusal of service from a faceless corporation. The request resulted in a human looking at the situation (because they had to in order to give me my data). They reinstated the service after realising a mistake had been made.