Even if they did warn him by automated email, when he finally got through to them it would be much more professional to say that he broke the agreement and that's the reason than string him along
In this case, there may even be a lawsuit involved so it's not as simple as a customer service rep telling them "you've been banned".
My experience with Apple is that they do what they want and getting anything out of them occurs on their timeline. If you don't like it, get stuffed, they won't budge.