Husbands account started constantly locking. Support isn’t telling us why.

ok, I saw on another thread in the forum a similar problem that someone was having and the most supported answer was the remove the account and re add it.

https://beta.support.xbox.com/help/account-profile/manage-account/add-remove-account-xbox-one

Remove a Microsoft account from your Xbox One console

It’s easy to remove any Microsoft account from an Xbox One console, because you don’t have to sign in to the account. Here’s how:

1. Press the Xbox button
    to open the guide.
2. Select System > Settings >
   Account > Remove accounts.
3. Select the account that you want to remove, and then select
   Remove to confirm.
4. When you're finished, select Close.
   
   Add your Microsoft account on an Xbox One console
   
   You can add your Microsoft account to any Xbox One console. Here's how:
   
   1. Press the Xbox button
       to open the guide.
   2. Select your gamerpic in the upper-left corner of the screen, move all the way down and select
      Add new.
   3. Enter the email address for the Microsoft account that you want to add, and then select
      Enter.
      Important Make sure that you do
      not select Get a new account, unless that’s what you want to do. If you select this, you will create a brand-new Microsoft account. If you’ve forgotten which email address is associated with your Microsoft account, see the
      
      Lost Account Solution.
      
   4. Enter the password for your Microsoft account that you want to add, and then select
      Enter.
   5. Read the Microsoft Service Agreement and Privacy Statement, and then select
      I Accept.
   6. Follow the steps to configure your Sign-In & Security preferences to add your Microsoft account to your Xbox One console.

Hes not banned, nor suspended, so that doesnt pertain to him at all. We’ve contacted support and havent gotten any help yet. As mentioned, he is getting a “fix this on the web error.”

i believe he tried that and factory resetting the xbox. We read somewhere online that someone contacted the BBB and got their account unlocked that way, we may have to do that.

Have you tried submitting a case review?

How do I submit a case review?

If your enforcement action meets the criteria, here’s how you submit a case review:

1. Sign in to
   enforcement.xbox.com with the Microsoft account that received the enforcement action.
   
   Note If you have a child account that’s part of a Microsoft family, an adult in the family must sign in to their Microsoft account. Case review inquiries for
   a child’s account must be submitted by a signed-in adult.
   
2. Select the orange box with the handshake icon.
3. Find the active enforcement action you have a question about, and then select
   Apply in the green box.
4. Select the check box that you’ve read and agree with the Terms of Use, and then select
   Agree.
5. Answer the questions in a short questionnaire. These questions help gauge your understanding of the Code of Conduct, Community Standards for Xbox, and associated policies.
   
6. After you’ve successfully completed the questionnaire, select the
   green arrow icon.
7. Enter your questions about the enforcement action, and then select
   Submit.

Note Xbox welcomes all case review inquiries. However, we won’t tolerate abusive or belligerent behavior. When you submit a case for review or reply to an agent’s
request for additional info, don’t abuse or threaten Microsoft employees or post profane, bigoted, or otherwise provocative content. Content in a case review inquiry is subject to the guidelines outlined within the Code of Conduct.

Disregard for these rules may result in the closure of your case review. Especially egregious violations may result in an additional Xbox Live enforcement action.

If this doesn't help I would try contacting support again until a agent can help you.

You would need to phone support for your region.They should be able to tell you why your account has been locked from making any purchases.