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The analogy of a forum account is completely off the mark. The customer is cut off from access to purchased material. She's foolish not to have it backed up elsewhere, but it's not as if she simply can no longer post in a forum. This is more serious.
I don't kid myself that Sony or any other company is different; there are always anecdotal reports like these for practically any organization, public or private, regardless of size.
Possibly someone has her email and is using it fraudulently. But if she violated terms, Amazon should tell her the reasons - at least in general.
That would be the behavior of a reputable company.
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