totalbyverizon had disconnect my phone after 5 years of service.

My phone was disconnect for an unknown reason. I call totalbyverzion and they ask me my pin, which I do have. then they ask me 2 numbers that I call/text frequently over the past 60 days. I use this phone for business and only call 800 number and never text. I have had this phone fore 6 years and would like to have it back please.