How is a parent supposed to contact the "Enforcement Team" for follow-up when a case gets...

I tried to get more information regarding a 7-day enforcement on a child's account that's tied to my "family" (I'm the primary). The online Enforcement site has only two available options: A) acknowledge what was done and promise to not do it (the enforcement
message didn't say when or in what game the infraction actually occurred*, so that not going to help us in the future); or B) try to "ace" a 12-question survey with random poorly worded trick questions** and, if successful, getting what turns out to be the
legal equivalent of "one phone call" to whichever agent gets the initial message (never dreaming there would be no opportunity for a 2-way interaction).

So anyway, I went with B) hoping they'd see I was the parent and would help me out. And in response, while the nature of the infraction was more specific, there was still no mention of a "what" or "when," just the fact that it happened in Minecraft, that
some questionable language was used, and "deplorable behavior." And to add insult to injury, and why I'm here, is the fact that the case is now "locked" and I have no means to ask for more specific information. (So here we are!)

The actions of the Enforcement team and the design of the Enforcement website is out of step with what you say you're trying to accomplish. Parents should have a different, more accessible 2-way forum. Is this really the best you can do to back up your
claim of wanting to create a safe environment for all and to develop good gamers to use your paid online platform for years to come? When a parent is asking for details so they can address what the child did, especially something that's very out of character
for that child, and all we get are a list of charges and no specifics or evidence, how are we going to help that person to grow and learn from their mistake?

So that's why I'm asking: "How is a parent supposed to contact the "Enforcement Team" for follow-up when a case gets locked with only a generic "form letter" reply?"

Thanks for any guidance you can provide.

* and the 3 people he was had been playing Minecraft with all day at the time the enforcement message hit (his oldest sister and two of her friends) didn't feel the level of "talking smack" was beyond that of anyone else in the room, so we don't think the
infraction was automated.

** Example, there was a True/False that a suspension "can" happen minutes after an infraction. Didn't say "can only," "can never," etc., just "can." The answer was "False" with the explanation that they can happen up to six months later, but not saying
that they "can't" happen minutes afterwards.

:)