Although she had one once, for one reason or another, the provider cannot have a profile on TER anymore.

She may have broken a TER rule, like posting a fake review of herself.  Her relationship with TER may have become unfriendly for some reason.  She may have had her own reason for asking for her profile to be removed.

Sorry, man.  If you do some searching, on this board and on regional boards, you will see a lot of discussion on the subject.  The vagueness can be frustrating for all of us.