mobile account held hostage

why is my mobile account being held hostage.  i haven't been able to access my mobile account , either thru the web or phone app since dec... countless hours in this forum, chat, text with absoluely no help...keep getting pushed off to someone else..is there anyone that actually knows how to do anything more than say i'm sorry....sorry doesn't cut it with me any more ...you are really sorry excuses for csrs