My representative hasn't responded in several days. They were helping me set up a tempo...

My representative hasn't responded in several days. They were helping me set up a temporary account to verify my identity and use that to change the phone number on my original account to my present number. The reason why we had to do this was because that number is currently one that I don't recognize as owning or being in contact with. I suspect my account may have been hacked, but I'm not sure. I just know that * days ago they were walking me through it, I was confused when they asked me to verify my selfie on my account again, so I presented proof that I'd completed this step in the app. I suppose it wasn't the same way they'd asked, because when I finally did this step exactly as they said, I got an official email and everything. After I recieved this email, I returned and emailed them saying I had completed the steps their way, but I've been completely ghosted for several days. I tried opening a new case to talk with someone else about it, but they told me almost right away that I already had a case number open and to email them at the original case number for any further questions, to which I've still received no reply. I just want access back to my original account- the one connected to my main email.