My 12 y.o. son's paid account got blocked, support is unresponsive, no explanation, no refund

My 12 y.o. son has been registered on chess.com for quite a while, but recently started taking chess lessons and going through advanced courses. So his ranking used to be pretty low, but recently went up and his game greatly improved. He asked me to purchase him a premium account, on March 12 I did pay for an annual subscription total of $104. 
A few days ago he said that his account was completely blocked (his is unable to login to his paid account). Numerous attempts to contact support and get any explanations didn't bring any results, no reply from anyone. The kid is upset, he always plays by the rules and gets great successes and impressive wins, more than that this is his way to connect to his father who lives in a different country. They both play together a lot and my son started to win his dad in chess. Now chess.com destroys everything without any explanations, investigations, contacts, refunds and ability to even hear a word about what happened? Can someone help here please? I don't play chess, I registered to help out my devastated talented chess player son. Hoping for your understanding. 

Staff will respond, but they have been receiving a lot of tickets so it may take a week or two to respond, and likely will be more quickly. 

Since it was just closed two days ago, they likely haven't assigned the tickets to any staff yet.

Thanks for your reply @Martin_Stahl 
Been waiting..

The average time to first contact in February was 5 days and 19 hrs, so it will mostly like be a few more days, and while it may be sooner it could also be longer. I'm not surprised you haven't been contacted in two days or less.

My kid improves so quickly and is a very good player who always plays by the rules.

Oh man, I know how this movie ends... lol

It might look funny for someone who has never been in a situation like that, thats ok, not trying to convince anyone. But there should be reliable processes and procedures in place to verify any wrongdoing prior to taking an account from someone and making judgements. Some adult experienced people were losing to my son and then getting pissed off bc he plays better than them. Is what it is. 

The site does not close accounts just because they get reported. There is a process that is used and they err on the side of caution. The site will revisit it with an appeal and sometimes overturn a closure (though it is fairly rare). Whether that is done in this case will be up to the team that handles that.

I dont think chess.com will explain you in details.However,  two main reasons of banning are

1. Fair play policy (Cheat)

2. Rude (community guidelines)

My close family relative is a fair player who was unfairly banned. Chess.com's cheat detection lacks rigor, they even ban people for no reason at all, and there is no due process.

I've seen this movie too. In fact the whole community has, fairly recently too.

Does your son happen to be Indonesian? If so he may be able to get $7000 out of the deal.

Anyway, it's easy to make fun of a parent who doesn't know anything, I guess it would be nice to give you some resources too.

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I think the ban was unreasonable. You saw how my son played earlier - the same thing. A bit of experimentation only. He is very consistent - he endures textbooks those who are far from the classics. Check out his games - he always plays like that. Only the enemy allowed him to humiliate him like that.

Alright, got an update. Received an email with 2 choices offered - appeal or apply for a "second chance" account (whatever that means). Will appeal for sure as there was no cheating. After the account is reinstated (which will happen if there is fair evaluation) , all you critics are welcome to try playing with him before making any judgements and ironic comments. Including you, Mr. "*cough* go *cough* to *cough* [another site -- MS] *cough*" @itsRainbow
I was surprised by how some comments here are just plain rude and sarcastic with no ground/knowledge/familiarity of the situation. Thank you to those who tried to help, appreciate it. 

Maybe he was banned fairly. You might think your sons an angel but he really isnt. Maybe he did cheat, were you recording him the whole time he was playing online chess to see if he was cheating? And in your title you say "Paid account got blocked" if you included that thinking paid members get special rights to cheat or anything of that sort, you are wrong.

Including his username would be useful.

I don’t think he was rude there, he just wanted your son to use a different site for playing chess until his account here gets reopened 

Sorry I posted this right when you posted your latest comment 

let’s hope he didn’t cheat and gets his account reopened

https://www.chess.com/member/rollymcpolly
Everyone who can think to see his last 10 games and understand what is going on - can talk.

To those who was asking about the paid account: I am entitled to receive a reasonable customer service (ability to find out a reason for an account being locked, ability to contact normal support, not a "just answer" fraud group and so on) for being a paid member. Normal business practice at least here in the US. 

Yea I’m sure #20 is gonna get flamed for sure now 

atack, soviets