Need some help with my account

About a week ago, I completely lost access to my SNAP account. I've been talking with the support team, but all I've been told to do is login with an account that I don't have access to. I'm just confused and frustrated at this point. Does anyone know who I can contact to get a bit more help? I was sitting well over CL 1000, and I really don't want to start again. Maybe I'm just missing something, but I would appreciate any help.