The primary account holder on our account has been locked out for months and we have been unable to log on. I called customer service multiple times with no solution in sight. 

The first phone call ended after they tried walking me through unlocking the phone, which isn’t the issue. 

The next phone call kept insisting I try via the app rather than the computer, which still says it is locked and and to contact customer support or wait 24 hours. At this point, we have been waiting many months and have called numerous times and nobody can either understand the issue, or knows how to solve it.