I do not know why people will be using wallet that require email at first, and also people do complain more about blockchain wallet. You can try to contact their customer care again or check your balance on blockchain explorer using the public key.
If the balance is not seen on blockchain, you will need to recontact the customer care again but very likely your wallet is compromised. But I will advise you, if you can not use a full client wallet (bitcoin core) then use lightweight wallet like electrum.
I am confusing with it, honestly. How do you can recover your funds by creating another wallet? Another wallet means another seed, and sure your fund in wallet A can not be in wallet B.
Maybe he meant exporting bitcoin private key on blockchain wallet and importing it on another wallet like electrum. You have given appropriate advice.