IDFC Bank — Easy Buy Emi Card

I have been using my idfc emi card since 2018. I have done many online purchases in the last couple of years. However, few months back, I tried ordering online and it didn't go through. So I kept trying multiple times. When i reached out to the customer service, I was told first that because of my multiple attempts, the card has been auto cancelling my loans to avoid any fraudulent activities and that I will have to wait for 3 months before I can resume my online purchases. It has been 6 months now. Now I'm told that I'm not eligible for online purchases as per the company policies but only can purchase offline? I have always paid my emis. I still have an active card with substantial credit to purchase from and i'm blocked out for no fault of mine? On top of that, noone can help me resolve this issue. I have tried reaching out over the phone multiple times and even on email. I want not only an answer but guidance in solving this issue so I can resume my online purchases seamlessly. Hopefully, I will find some answers here.