That's hardly the way to treat a "loyal" and valued member. I'd write a letter to Mr. Fullmer, just to make certain the he is aware of and approves the way the company appears to be doing business. If she gets no response, no reinstatement, and no adjustment, then she might have the basis for some further action. Does she have or can she get a copy of the TOS and, if so, is there any mention of conditions under which an account will be terminated?
Life is just a chance to grow a soul.