Seasonal Hold Cancellation

I have a seasonal hold placed on my account and I have no idea why. I work remotely and I am about to lose my job if I cannot gain access to internet. I have called customer support and went into the store nobody has been able to help. The season department says there’s no hold but there is and i cannot remove it neither can they. I will pay for new service but can’t because it says there’s already active service. I need help please!!!