MEMBERS OF MY FORUM BEING BANNED

We have a forum that we use through phpBB. Recently we have has a lot of issues of members being told they have been banned by us upon logging in or trying to simple view our forum. We have not banned anyone. What can I do??? I have some very unhappy customers/members! That makes me a VERY unhappy customer of your product. I can not believe y'all don't have a support PHONE NUMBER and that I it took me 2 days to find out how to get to this "help" page.