It's really the same problem. As soon as they suspect your account could be compromised, they can't trust your authentication methods anymore and the risk calculation favors losing your business over reactivating your account and then having fraud losses on it. It's a math problem, not a customer service problem.
Granted it's obviously bullshit if they try to keep the money when your account had a positive balance.
What I love is when they refuse to help you except by talking on the phone. As-if somehow my speaking to someone who has never met me and is completely unfamiliar with my voice is more secure then when I log in to their "secure message portal" and leave a message. Too bad there is no Tony for security theater. ;)
Granted it's obviously bullshit if they try to keep the money when your account had a positive balance.