Old email account no longer available/Account locked/Can't get Temporary PIN

Cannot access ONE of my old email accounts.  The other one works fine.  Suddenly it is tied up with my new account, and I cannot remember the password (luckily the password was autosaved on THIS PC).  Tried to get a temporary PIN from my phone and I never get a call.  Try to call them and I have to go through hoops to get to where I need to go.  This is terrible.

This problem has been going, off and on, for 2 years.   I cannot get to tech support as I work and cannot hang on the phone FOR HOURS. 

What has been going on here?  I am going to contact the Rhode Island Public Utilities Commission and ask them to start addressing problems in a timely manner.  That's all I can think of doing as they simply cannot fix this problem.