Xbox account suspended

Hi, so I really need help in this matter as Microsoft and Xbox apparently don’t like to talk to their customers direct which is pretty disgraceful and all I seep to get is scripted responses. My 9 year old son suffers from severe behaviour and learning difficulties - as you can imagine it can be very testing but he loved his gaming. Unfortunately he got into an altercation online and sent abuse to another user. His Xbox account has now received a permanent ban which is completely understandable. However , although we have not been told by Xbox it seems that the actual console is banned. This makes things extremely difficult for me because he can’t access his games which I might add I spent a fortune on (to keep him Entertained) and before anyone says ‘you can play offline’ you can’t - I’ve tried myself and on different accounts . Everything is now connected to the Xbox network and the games won’t work. Surely this is unfair ? I understand the ban but to not be able to play the games that I spent so much money on is unacceptable. No one will help me at Xbox and the enforcement reaponse is clearly a scripted message - no ones even reviewed it. I’m seriously thinking of going to trading standards or seek some sort of legal advice . What he did was wrong but he shouldn’t be punished this severely. Why won’t Xbox talk to me over the phone ? I don’t understand why they make it this difficult . Please someone advise me . We haven’t even received an email saying it’s a consol ban but how do I know if Xbox won’t talk to me ?

:)