But what have they answered you so far? Did they offer any suggestions on how to solve the problem? What are they asking you for that you can't provide?

I remember using blockchain.com wallet some time ago. But then I made an export of my seed phrase and set it up in the Electrum wallet. Now I don't even need their site to access my coins. (I don't actually use that wallet anymore, but I keep a seed backup just in case).