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Surfers get treated like crap on pretty much any site you can think of. The bigger, the worserer. Good luck dealing with ebay or paypal once they've got all huffy over something for example. The instant assumption is it's they that have done something wrong - maybe they have - but often times they haven't. They are just regular surfers locked out for reasons they don't know and certainly don't care about. Even if this guy isn't genuine, do you have a system in place to deal with those that are?
Start from the stand point that the surfer was a genuine guy and there's TWO failures. The site security failed and took far too long to block the pass, and customer service failed because the guys FIRST response was to chargeback.
We've noticed that often the most loyal, long term members are the ones that have the issues with retarded user/pass combos and just being around a long time, means sooner or later lightning strikes, but any customer who's successfully been through support in the past is one of the easiest sales in the future. So good customer support, both human and automated is money in the bank.
What you should be thinking is not how to punish the odd scumbag, but how to make sure you never punish a real customer.
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