METER CARD BLOCKED!!!!!

Our Pre paid meter has been blocked since last week, despite the account being up tp date. We have tried every channel available to us to try and get this unblocked but still nothing. We keep getting told system off line. It is a amazing how you can take our money when you off line but cant unblock our card. We have had a great lost financially due to this. Please can someone assist to get it unblocked ASAP.