PC Optimum auto-frozen mechanism

Currently, the PC Optimum support team has an auto-frozen account mechanism enabled. My experience with it has been terrible. Here is what I have been through: on October 1st, I went to a Shoppers Drug Mart for the double redemption event hoping to benefit from the event and buy some product using my points. Only when I tried to check out, the cashier told me the account was frozen and I needed to contact their support team to unlock the account. I called customer support and waited 1 hour to be connected to an agent. The agent informed me that the account was frozen due to suspicious activity a day ago and to unlock it, they would create a ticket for me and then a specialist team would contact me through email within 2 to 10 business days.

I am really annoyed by this because 1. they did not notify me by any means when they froze my account; 2. it took them zero effort to freeze it but a couple of business days to unlock it. As the consequence of this mechanism, I cannot benefit from the event.

Today I received the "unlock instruction" email from their support team. Here is a glance at it if you are curious but TLDR it tells me to change my password on both my PERSONAL EMAIL and my PC Optimum account then enable 2FA Verification. After that, reply to them to activate it. So it took them 2 DAYS to generate an email that told me to just rest my passwords and then enable 2FA.

I am reporting this to the BBB as I am extremely unsatisfied with their system and customer support team. I suggest anyone who shares a similar experience as I did should do the same.