I know your pain... Pretty much the exact same thing happened to me.
Keep emailing them, keep responding to their questions as best you can, keep making noise and you will get access to the account and your money back! Well I did anyway, but it was painful...
Thanks for the feedback, I have sent 3 emails over the last two weeks, and no replies yet. My initial email thread was a few months back. I'm going to try calling them tomorrow I think.