WestElm review: Customer service

My West Elm account has been permanently restricted becasue apparently they sent a letter through the mail requiring me to verify the account manager. I never saw the letter (could have never arrived or I overlooked it, who knows)? I called to inquire and this is when they told me this was the reason and that my account is permanently restricted and I must apply for a new card if I want to use the West Elm credit card for purchases. I was told this after 7 previous customer service reps who kept passing me along. The first one told me it was because I was 90 days past due when I had a zero balance until November of 25th. Addititionally, I purchased a rug, returned it, made a new purchase and have made 2 payments since my purchase, yet, I am not the verified manager. I get the attention to ensuring security, however, a. sending it thorugh the mail (not very secure) b. no follow up and c. not being able to lift the restriction! I am still in disbelief and feel like I should call back because it is so absurd.