Online account frozen for 2 weeks because I reported fraud

So annoying. Someone hacked my account two weeks ago so I reported it to Ulta. They said they would cancel the order. The next morning, the order shipped so I called them again. They were able to stop the shipment which, great! However, I tried to place an order on my account last week and non of my payment methods would work. I know it wasn’t my cards because I used them afterwards. I reached out to Ulta and was told I cannot make online purchases at this time. Wasn’t even really given an explanation. They just said my account was under review. I asked how long that takes and they said 5-7 days. It had already been 6 days since I reported the fraud so I told them I’d check back in a few days. 3 days later (this makes it 9 days since I reported fraud) I reached out and they said it was still under review and that they would send me an email within 24 hrs. It has now been two weeks and I’ve heard nothing from Ulta and still can’t make a purchase. I’m so sick of reaching out to them on this (it’s been 4-5 times now because our chats kept getting disconnected.) They also still have not credited my payment method or my points. has anyone else experienced this and how long did it take to get resolved?