Bad Customer Service - How to get an actual reply ?

A few days ago I tried purchasing a wordpress plugin. When trying to make the actual purchase my account got locked for no obvious reason.
By now I’ve created 2 tickets but I always get the same answer:
“Regrettably, after further investigation, we’re using our discretion and will not be re-enabling your account.”
I already read the post on locked accounts ( didn’t get any wiser)
What is wrong with my account? What must I do to fix the problem? I need answers! I really need this god damn plugin

Either your IP or credit card is on the black-list. This is in most cases as a result of purchasing an item and charge-back the payment from the bank without consulting the Envato support for the refund