Account locked with no valid reasons

I have been locked out of my account for some time now, my password decided not to work out the blue, when I called they said my password was old it had to be changed and my account is blocked. The lady that was helping me seemed to have no idea what should be done. She said she will escalate the matter. I received a message that say I must reset my password. When I was doing that its says status user locked. I called again they said I put a wrong password but I didn't even get to the password reset. I have sent an email to customer service with no assistance. I need to use my account I have been with mobicred for years and this is the first. I am not sure whether to trust them or not. Why can't they resolve such a small issue oc password reset. Why are they locking me out... Why should i continue paying for people that don't want to assist me