Locked out account

I have been locked out of my own account. I now have to provide proof of life with a photo of me holding my ID book, which account has been used to pay any account with the product I have purchased from Afrihost and the new primary email address. The password has been changed and no amount of information or email correspondence is persuading Afrihost of the fact that my account has been hacked and I can not access my own account via phone, laptop or cpanel. This has been going on for a week and now tonight I'm getting the most bizarre assistance from Afrihost asking me to log into an account and asking for a password reset when I'm not able access the same account that has the issue. So now I need to prove that I'm the owner of my own account!!! What in the actual f@## is going on??????!!!!!!