Hi there, @Asbush! Please, provide us with more details about this issue. When was the last time that a payment was made to his account? Is he getting any specific error message when he tries to use his service? To research further, can you send us the cross streets and ZIP code where this occurs?
All you need to do is click on an agent's name and select "Send This User a Private Message" from their profile tab. All agents have a "Social Care" badge by their names.