My spouse had his account hijacked. He followed all the instructions to regain control of his account and cooperated fully with your company providing all required/requested data for confirmation of ownership.
He received an email today advising him that the account would be permanently closed. Congratulations. You have now lost two customers. Permanently.
I would offer suggestions regarding the proper treatment of your clientele but the brush off that my husband and others have received has convinced me that your organization has a mission statement that does not include or value customer satisfaction. Good luck with retention and growth. I don’t see much of it in your future if you continue with the poor service you are currently providing.