Yes, they asked me for a copy of my ID which I supplied.
Then, I received a reply after 16 hours.
I was asked to do a virus scan of my PC and send a screenshot of the results, which I did.
Please continue to communicate with our team directly, as we won't be able to discuss details here in the community for security reasons. Communicating with the team directly is essential for re-establishing your ownership on the account, resuming your access and so we can close the new account that you've created since users are not allowed to have multiple accounts,
I'm sorry to hear about the situation you are going through. I have escalated your concern. Our team representative will get in touch with your clients shortly. Thank you.