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You should be able to ask them to have a customer service manager call you.
The one and only time I was suspended (and I understood why). I was forced to leave a message and get a call back. Which I did. Later I called back again and requested specifically that a customer service manager contact me regarding the matter, and they absolutely did. I cannot imagine any misunderstanding escalating to a point that you could not get to talk to someone in customer service that could not help or explain the situation.
Make sure a parent is with you when you call, might be a better idea to have your parent call and make the request.
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