I love this story, especially the point that was made about the difference between the power to terminate a user for any reason, versus the power to terminate a user for no reason.
I also think that this is the worst fear of all of us who are investing our time, if not our money, into faceless distant services that we can only hope and assume will treat us well. We all assume that at the very least we should be able to seek justice – but justice takes time and human care, two things that are hard to come by when every communication is digital. Has Google addressed this black hole of a process and provided some way to allow banned users to at least have a conversation with someone who could conceivably reverse the decision? We can only hope.