***** Case (unable to use my card)

I have been trying to use my card and all payments are not processed. Upon calling client services I am told that my account has a hold placed by ***** department. When I call the ***** dept I am not given detailed info as to why all this is happening. Has my account been hacked because I can't use it...? The agent says hes escalated to the relevant dept to call me within a week to give me info, so I am to wait for a whole week to get a resolution and not be able to use my card?