Horrible help assistance for clients who cannot log in

I wan to make use of audible. I live in Cape Town. When signing up - it says my email is already in use. when using it and inputting the top, I get told the account is on hold and to contact you guys. Yet I need to be logged in to contact you?? I get told I will receive emails to correct but nothing ever gets sent. THE WORST EXPERIENCE EVER. I am literally attempting to BE A CLIENT with little to no help from anyone to correct this