We respect our valuable client and will not mention his name in this post.
However, there are a few things that we wish to clarify (especially no. 1 & 5 that make us unable to carry out the necessary investigation):
1) We failed to obtain the domain name, email & other info from him, which are of utmost importance in carrying out an investigation into the case.
2) We found out and assume that the active domain he screenshot above is registered in another account.
3) The other account that is registered under the same name, same company, same domain name has been cancelled in his previous account, and has only one active product.
4) Both the domain name and billing account are still active.
5) There's No conversation in our ticketing system that mentions he has no access to the domain name.
(We've offered to investigate the issue a few times if we can obtain the information from him, such as email, domain name/ ticket ID/live chat timing/agent who informed him that his account is closed. However, until this point, the information has not been provided)
Last but not least, we're always ready to work with him to resolve this issue.
Thank you.