Blocked account

I've been locked out of my account for 3 weeks. I've made numerous calls and the agents could care less. I have sent an email with the promise they will get back to me. I was told initially it would be sorted. Nothing happens. All they say is Accounting will make contact with me via sms as they need to do Facial recognition.

I do not no where to go or what else I have to do. If you read hello peter, I am not the only person with this problem. All my monthly payments is done in time and this is how they treat me. I don't want promises, I need to problem to be resolved.