What King Canadane said. My ex asked for a refund of his play time since it auto charged (he asked the very first day, explaining that he forgot to cancel and they could take all his play time and he hasn't been on in awhile) and they refused. So, he straight up called his bank and forced a refund through there, which caused SE to ban his account.

His account is 100% dead; he can never get it back and he can't use it. However, his character is still technically in the game and not deleted. I don't use my old character anymore but when I logged in once I saw my guild was basically dead and all members hadn't been on in a long time. The interesting thing I noticed was that his character was still in the guild. Just hadn't logged on since ARR.