If adding payment triggered the need for a manual review, that means there is a story on the back-end that I would be unable to share publicly. If we shut down servers on an active account, that means there is likely a much more significant story. We take our job very seriously when it comes to protecting the customers on our platform, and that means doing everything in our power to stop abuse of our services. Any way that you spin it, abuse of our services has a net impact on all of our customers.
Now I’m not saying that your friend has abused or has sought to abuse our services. I accept the possibility of a false positive on anything, especially when speaking generically and not referencing the exact account in question. However, what you’ve described is a step outside of the initial account activation automation (powering off servers that house 40 websites), meaning it is very likely that a human within our team physically observed something (likely by complaint of another customer or a verified complaint from a credible third party) and has a story to tell about why they made this decision.
You’re welcome to email me at email@example.com and give me the email address on the account, this would put another pair of eyes on it for your friend. I would be unable to share any information with you though, as it would violate the customer’s privacy.