I would point out that when there is an issue with a compromised or potentially compromised account, please inform the customer upfront that the account will be locked. Give the customer time to make preparations to clear whatever needs for the time account under lockdown. Because in my case, the representative went straight to escalation without proper protocol, asking questions about what happens after it's escalated, or giving the customer a chance to decide whether they want to be escalated. I felt there wasn't enough proper preparation for me (the customer). Still need access to their account for daily replies. This put me in a state of frustration, and all other sites that require access through this account. I ask that the representative slow down and avoid making presumptuous statements without considering their impact on the customer.