You have no idea if they're trying to 'take away' something like that. You've allowed yourself to get worked up over something & conjecture when you know you wouldn't get additional information until today at the earliest.

If the phone line is able to access your account, including letting you book award ressies, your account isn't frozen. Your ability to access via the internet is, and calling them to find out what's wrong is the first step vs. panicking.

It could be as someone else suggested, that someone tried to scam your account & the i-net folk want to verify it's you - and possibly set up new password, etc.

Cheers.