Regardless of what op did or didn't do, that conversation is awful. Either GMs need to start providing more info, or the chat helpers need to better understand the rules.

"You were afk so you got banned" is not a sufficient response, especially as op wasn't even online.

If they don't already they need to record the exact time the offense was committed, as well as EXACTLY what the offense was.

I would be frustrated talking to that rep too.