Looking for advice on account ban

Last night my husband's account was banned for "game exploitation" but no details were given. We both play on Xbox. Neither of us even thought cheating was possible on console let alone doing it. All he did was play the game legitimately to the best of both our knowledge. Customer support bot was completely unhelpful and we have no idea what to do next. We have both sunk a lot of time and money into this game and would hate for this unfair BS to stop the fun. If anyone here in the community has any idea of what we can do or who we can talk to your help would be greatly appreciated.