My citi credit card was closed on Mar. So I transferred points to eva.

On June, I tried to book airline tickets with points and got the warning: The functions of online service of this member had been terminated. If you want to use this system again please contact infinity mileagelands service center.

So I called them many times finally somebody answered the phone. And I was told to email to them about this problem.

Then, I was told because I has multiple accounts so this account was deactivated. The problem is I only have this account. They sent a link to let me check my other accounts. I did and I got the message:
"Forgot Infinity MileageLands Number--Card Number Inquiry Failed--Unable to find similar data from our system. Please contact the Infinity MileageLands Service Center directly".

So I emailed back, they let me send my passport copy. Still, same result: can't activate my account. I told them they can deactivate my other accounts if they think it's mine. The answer is NO.

So the problem is, I have many points in this account, I can't use. And, I can't register another account, because definitely, it will be recognized duplicate account. That mean I will never ever use eva mileage program.

Any advice will be appreciated. Please, please let me know what I should do. Thanks a lot!!!