It has been my understanding that Disney monitors the chat logs with some software that alerts of certain words, or groupings of words; the alerts are then sent to an actual person(s) who review them then make the final call on the situation. I have a couple theories on this as of late with the random bannings. First, could it be that the actual person has been taken out of the equation, and the monitoring software is fully automated and sends out the bans, and warning messages? Second, could the actual person just be having a bad day, or could it have been farmed out to an over-seas company with people who do not understand "casual" English?
When they put in the new chat system, I have had nothing but issues with private messages not showing up on both ends of the conversation. I also think it is just foolish with the whole numbers thing; we have to communicate with people in game by using numbers (how many enemies to take out). I know Disney does not want to be responsible for any kids being harmed, but this really was not a good way to go about it. Accounts who cant even communicate with people should be on specific servers for them and them alone, because it really confuses things. Possibly setting 5-10 servers as non communication servers would take care of this, limited chat accounts can only join those special servers. Then the rest of the servers would be for people who have full chat capable accounts, just cut out swearing and foul language and be done with it.
Larence Tuppington