Poor service.

I put my account on cool for 10 days, which was supposed to be unlocked yesterday . Now unlocking is a mission and a half. I called. I emailed, they sent an sms to say I can login, when I do, my details don’t match and still states account is self excluded. How is it self excluded when I didn’t have access. I emailed this morning and no one is interested in assisting me. Poor service I just say.