He will need to contact support.
Looking at the account, though, I see a bunch of very short losses in his recent game archive. That looks like sandbagging - intentionally losing games. That would be a violation of fair play rules.
He should contact support, and he should also review the rules to make sure he knows what is not permitted.
See https://www.chess.com/legal/fair-play and https://support.chess.com/article/648-what-do-i-need-to-know-about-fair-play-on-chess-com
His username is Lightscameraaction