Locked Account_Refusing to Unlock with no further information

My apologies if this is posted in the wrong forum location, but I am at my wits end regarding my account lock.

I have been using envato elements for months, and have been using it from a few different locations fairly consistently from my office, at home, etc. Since I have been working from home off and on during the pandemic, I have to access my files from Envato from a handful of different computers and different internet access points. (All within the same state, and within 50 miles of each other, so clearly I am not loaning my login info to anyone else…It is someone working from office and home) I don’t download huge amounts of files at one time, I always mark the usage for each item downloaded, and I follow the terms and services to the best of my abilities.

I find out today that my account is locked, and I follow up with support via email. The first contact response is that they have received it and elevated it to someone who is better able to handle the matter. The second person says after further review, they are using their discretion to not re-enable my account. No explanation, no reason, and with me left with a project in-hand that cannot be completed without access to my resources that I paid for.

I am now sitting here, twiddling my thumbs while I wait for the very likely follow up of “Nope, sorry still not re-activating”, or with zero explanation as to why this issue is happening. (or hwo to fix it) The only thing I can possibly think would have caused this is an issue with Captcha a few weeks / months ago. For some reason my office Mac refused to let me download a file I desperately needed for a project, and kept getting stuck at the captcha confirmation (why was there even a captcha to begin with?) It kept getting stuck, so I would reload the oage over and over, try different browsers etc to no avail. After trying for an hour or two I gave up, and just tried downloading the file from my home network. (Worked after that) Maybe those multiple attempts seemed like something fraudulent?

I now have to explain to my employer why I cannot finish my project, with zero explanation as to why this lock happened or a solution to get things back working.

Update: Another follow-up from Envato support…

“Like all companies, we have a number of internal policies in place, which for business reasons, we do not divulge. After reviewing your application for service, we are unfortunately unable to re-enable your account”…

So, basically they refuse to tell me why they locked my account, deny me access to what I have already paid a years service for, and have provided no customer support what-so-ever. Considering I have just used envato resources in small quantities to build videos for my job, and been the sole user of the product…I have no idea what I did wrong, and am extremely frustrated.

I would be less upset if there was a comparable service that provided the breadth and diversity of video materials, but to my knowledge there is not. So, I can’t really move to another service that has better customer service and am stuck here wondering what I did.