I cannot send message to customer

Hello, i am Nasir Muhammad, i followed the directives given to me for SIM swap by proxy, so i have sent all the requirements to customer care but they still sent me to resend the documents, now i cannot send the messege to the email anymore, it keeps on saying "message blocked".

Please what is the issue because i sent the person that act as the proxy to the store in kaduna with the hard copies but they said they cannot do anything till they receive messege from the customer care..
Thank you.