You've forgotten about the purpose BTC was invented. To allow people to handle their own money, to eliminate the middleman. You're saying that you called your wallet support and they locked it, so you were using an online wallet. In other words you voluntarily gave up the control of your coins.
If you want advice I'll give you one. Stay in control and you will be the only one to blame if you lose your money. Now you don't even know whose fault it was. Did they manage to hack you and get the passphrases or did that site leak it. Maybe one of their employees stole your money? Even if it was so you won't be able to do anything about it.