Agreed. From the screenshots we are given it doesn't look like DO gave much information to the customer. However the customer did leave out some screenshots of messages where they supposedly replied with all of their personal information. I suppose to not reveal said sensitive information.

I'm wondering now if dropbox reported them for abuse and DO suspects that the account was compromised and is being used maliciously...?

Edit: Looking at their backup script, I don't see any error condition or exception handling when the file upload is posted via the dropbox client.

It might be that dropbox triggered some kind of abuse/rate limiting with a message to that extent. Without catching that scenario, the cron job would simply keep running... could be a situation where the dropbox user didn't know they were being abusive, were reported by dropbox to DO for abuse, and here we are.

I also want to hear their story. But they are really not letting me know anything.

That is the point isn't it. There is no other side being told.