FTP has frozen my account with 83000 in it, beatme1/sillysal style

[MicroBob]

And it's so simple to fix.
I don't care how complicated their investigative procedures are or even how short-handed they might be.
Telling somebody right-away why their acct-balance shows $0 and that there is nothing to worry about is NOT that freaking hard.

OP had originally assumed, as most people would, that he had been hacked and/or perhaps had a serious virus on his computer, etc etc.
Please please please FTP: Communicate with your player so they don't freak out. He was frantically trying to figure out how he got hacked or where the virus was before he finally was able to get a hold of someone by circumventing the e-mail system to chat with a live pro at the tables or whatever it was he had to do.

God this is just so ridiculously awful. And it should be really easy to handle this sutff better.

"We apologize for the inconvenience" doesn't excuse these actions and it actually comes off as being extremely condescending when the player was left shaking from the trauma of thinking his $83k was stolen.
And yes, I think it's reasonable to call the stress of such a situation some traumatic. And it was brought on ENTIRELY by FTP's failure to communicate. The guy was shaking. This really is scary stuff.
You need to fix this already.