The title of your message indicates that you have an open complaint with VM. That means the staff here will be unable to help you. They cannot intervene in such circumstances. You are now in the complaint resolution process and that must run its course.
The only general advice we can give on the Forum is that you need to change your password and wait for VM to unlock the account.
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks