Talk about coincidences, I just came looking in this forum to see what Biowares stance was on banning seeing as it is obvious in the DA forums that someone who am assuming got banned yesterday (one of the devs made a post stating some bans/warnings had been handed out) has come back today with a new account. Not saying its your friend (unless she's called Mike

) just that as was saying the fact they've managed to get a new account setup seems to me to defeat the objects of bans.
I know with this modern age technology that people could easily use a different connection (thus different IP) and setup a new account, but that to me would be going to extremes and whilst am a little bit of a techy and know that people can have static or non-static IP account but I've always been of the assumption that generally it fits a certain number and when people are IP banned it takes all the numbers into account (techys feel free to correct me if am wrong there).
Only advice I could think of at the moment is for your friend to contact Bioware (or might be EA in this situation) via email (as am guessing that she'll be able to do that), I've had a friend in similar circumstance with a different company who did that and managed to sort it all out. Perhaps they banned her account by mistake?