They have requirements that needs to meet by the OP firt before they release the account and give it back to the rightful owner. The critical requirement here are the signed message of the OP from his wallets. About that, according to him, he lost his phone, and does not have any back-up keys to recover the wallet accounts active to his phone. Clearly, thia is his big fault. If only he can provide proofs that he owns and currently using the wallets associated with the deposits then he'll be good. However, that is not the case.