Customer service not helping

So my account was deactivated over a week ago because they wanted a utility bill with my name and address on it. So, I went ahead and provided one. A few days later, they sent me a message claiming that they couldn’t reactivate my account. I then got a message claiming my account was deactivated due to illegal/ suspicious activity. I sent them a message and also sent new information to them. A few days go by with no word. I sent them a message yesterday asking for updates and they said they couldn’t disclose information due to the severity of the situation. I sent a follow up message saying that this is an obvious mistake/ misunderstanding. They sent me a message this morning with almost the exact same wording. I have since requested to speak with a manager or higher up. What is going on?