Thanks for sharing this and it provides more transparency for the case. Again, I respect your team's care on customer by hiding unnecessary information and stick with your writing in ToS.

It is commonly written in many platforms' ToS, but customers who have problems, usually because of their violations against ToS, don't mind about that rule to protect customer's privacy. They usually ask the customer care team to share information about their case, publicly, which is not allowed in ToS and by regulator, like you disclosed here.