Help Shinkansen keeps cancelling account

Purchased my tickets using chase visa. Everything fine. I try to login 10 min later and my account is suspended. I spent 30 min in the phone with Smart EX and they say buy new tickets with a new account and new card. Supposedly I will be refunded for the 5 tickets I already purchased in ONe MONTH! What ?? Whose fault is this anyway ? Why did you take my Visa card and issue me tickets then cancel my account ?

I travel in a week! I don’t have another credit card.