Locked account when try payment

Hello can you help me I don’t know what to do in this position, I need imediately theme but I get account locked, try tell this story to Help team but still don’t get resposible. try https://help.market.envato.com/hc/en-us/requests/new but don’t get any anwer.

The same thing happened to me and the team responded within a few hours to help. However, I requested a refund for a theme that doesn’t seem to display the CSS properly, and I was told if I get a credit, instead of refund, it would go through immediately. That was yesterday, and I haven’t seem the refund yet. On a timeline and we are way behind because of the bad theme, now the credit delay.