Obviously an error was made. And maybe you shouldn't wave your stick around and lock people out of their account which is used to access and verify ones identify on other platforms in many cases.

I reached out to support but never heard back. It seems my account is accessable again but still no reply from support.

Perhaps you should review your procedures and not just throw up your terms and conditions as rational. Locking someone out of their email and essentially confiscating all their data should be limited to after a full review.