My friend''s Poloniex account was frozen, no reply to the ticket

[Biomass]

Dear buddies,

I am not sure I am posting here is the right place on our forum.

But my friend has a broken heart because her Poloniex account was suddently frozen about 3 weeks ago.

I helped her to contact the Poloniex Support 

#317883 Why is my account frozen ?

But there is no reply or any action at all although we sent them 6 polite complains since  25 days 13 hours ago.

Is there any way to solve this problem ? Or is it possible to recover the account ? There are about ten thousands of XRP inside my friend''s account.