Mistplay complaint: Account on hold

I went to trade units in on a $15 card as I have several times over the year and it has came up a message account on hold. Says they found something against their policy. This is not true. I am disabled and mostly confined to my home on oxygen. I play several games on my tablet. Daily. This was the first month I ever reached silver status and they have wasted it. I can not get in to my games which means no doubt I have been booted from my teams for inactivity. The units are no longer showing. Only the few hundred additional I had saved. I have sent several emails and appealed it. Heard nothing for over a week now and just received an e mail saying they are closing my request for assistance since I never responded. What? There was never any reply to me. Not in my inbox or spam. I check daily. What is going on? Where are my units and what exactly are they accusing me of I wonder?? This is looking like I have been scammed.