I'm just a freelancer. I don't have any special access to your account. And I don't know what the message that you receive said.
You may need to wait for somebody from Customer Service to contact you with further information.
I'll go ahead and follow up with the team handling your case and you can expect one of our agents to reach out to you directly via support ticket as soon as possible.
Thank you for your patience.
I understand how this can be frustrating to you. I checked your account and can see that the team is currently investigating your account further. Once they have more information about your account, they will reach out to you through your open ticket.