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Locked out of my account

For over a week now i haven't been able to get into my account on either the app or on a browser. It wont accept my passwords and all i get when i attempt to change my password i either get a message saying something along the li nes of something went wrong try again later or to try again as my account is locked for 20 minutes. Occasionally i am abke to change my password and it seems to accept that but i then just get access to the BT page but im not logged. When i try it all starts again. I have asked a advisor whats going on yet i havent heard anything back. I was thinking of upgrading my package but that's not going to happen if i cant even view my account.

Any help appreciated. 

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