To me it's pretty clear: Trust & Safety (NOT engineering; they don't appear to be involved) likely raised an alarm saying "Customer X is breaking TOS - no immediate resolution available, but something might be possible given extensive legal & engineering review. Recommend switching to enterprise so we can study how to make it work."

In that light you can see why Sales would be sent as the messenger. But I agree they shouldn't have been involved. Sending a T&S representative would have been better. But then again it looks like from screenshot #2 that they kind of did that? They just didn't have a direct call with T&S.

Nothing shocking here as someone who has been involved in hosting for close to twenty years.