For what it's worth, Apple closed my mom's account due to inactivity. (She hadn't used an Apple product since 2007.)

They do have phone support, but they refused to unlock the account and just said she'll never be able to use primary email account with Apple's systems because of the frozen account.

So yes, any cloud provider can lock you out for arbitrary reasons. Just because they answer the phone doesn't mean the customer support agent can actually do anything about it.