[jdcro]

"In this particular scenario, we were slow to respond and had missteps in handling the false positive. This led the user to be locked out for an extended period of time."

This didn't seem like a case of being "too slow" - the customer in question went through your review process (which was slow, yes), and the only response he got was "We have decided not to reactivate your account, have a nice day".

That just seems like a lack of interest in supporting your customers that are falsely flagged.