Account Blocked and no one can tell me why, disappointed in call center

I received an SMS saying my Tymebank account has been blocked, and if it wasn't me (which it wasn't), I should immediately call them. This is all information I received. I didn't receive an explanation or a call or an email, which I thought would have been appropriate in this case. This definitely freaked me out because it would seem that someone else might have then blocked it on my behalf or something malicious has occurred. I immediately phoned the ***** department, went through verification and security questions, after which they said, "It seems like your account has been blocked" - thanks for the feedback. I was then put through to the ***** department (again? not sure how that works), and then after being on hold for 10 minutes, I decided that my airtime is running out I need to end the call. I then phoned back, asked the operator to call me back. I was called back, went through the security/confirmation stuff (again), and only to be put through to an "invalid" number, after which the call dropped automatically. I phoned for the 3rd time, asked for a call back, but this time they said they had too many calls and they can't call me back. I then told them it's ***** related, and I did the security questions (for the 3rd time), and was then put on hold again. This went on for about 2 hours, and no one can tell me whether my account was hacked or not. I eventually gave up, hoping that my money is safe.

Also note that two operators told me to use the WhatsApp callback feature. I've went through ALL options on WhatsApp, and even asked one where the feature is. For anyone reading this, there is no such feature, so don't waste your time.

Later in the day I tried again at about 16:00, hoping to get a call center that's not too busy. Again, security questions (think this was the 6th time for the day). First time I dropped because I was being put on hold again for 10 minutes while my airtime burns. I phoned a second time, again security questions, was put on hold again. After pleading with the operator and describing my desperation and frustration, it seemed like she wanted to actually help (first for the day). She put me on hold and then came back to tell me that the ***** team has already went home (at 16:00-ish?). She then created a case number at last and said she will follow up with me tomorrow. Let's hope something happens.

After a day of calling, emailing and WhatsApp their bot, I'm still trying to figure out what's going on with my account. My airtime is depleted. This has been an exceptionally frustrating day, and I would not recommend anyone sign up with Tymebank.