The credit on the Skyep blocked.

Question

Hello,
I found out that the credit on my mother's Skype was blocked. So she can not do calls to the mobiles anymore.
I have decided to contact support and this is the email I got in respose:
Thank you for contacting Skype Customer Service.
We are sorry to hear that you are unable to make calls and you received message that your account is blocked. We are willing to look into this for you.
We think someone might have accessed your Skype account without your permission and to protect you from any fraudulent activity, we have temporarily suspended your Skype account.
To reinstate your account, you will need to have the following information ready for verification purposes:
If you made the purchase using a credit card, please provide:
The first 6 and last 4 digits of the credit card used to make your Skype purchase (please do NOT send the full credit card number).
The name of the cardholder written on the card.
The issuing country of the card.
If you used PayPal, please provide:
Your full first and last name, as they are registered against your PayPal account.
Your registered PayPal email address.
If you prefer, you can complete the verification process by replying to this email with the above information.
Next, please change your password:
Change your password here:
https://secure.skype.com/account/password-reset-re​quest
Sign in to your account with the new password:
https://secure.skype.com/account
Reply to this email to confirm that you have changed your password.
You must change your password to ensure that only you have access to your Skype account.
After you enter your Skype Name and email address, you will be linked directly to one of our support representatives who can help you through a Live Chat session. Note that the session screen may vary depending on the browser that you are using. If the Response button is greyed out, simply press the Return key on your keyboard after you type a response.
We recommend always doing the following to keep your Skype account safe:
Make sure that your PC’s security systems are running properly and are up to date. This will help to stop hackers from using viruses or malware to steal your Skype account details.
Watch out for ‘phishing’ websites or strangers approaching you by email, instant message, SMS or on the phone (they may even pretend to be from Skype), especially if they ask you to reveal personal information, such as your password or your credit card numbers.
If you receive an email, instant message or SMS claiming to be from Skype that you suspect is fraudulent, DO NOT open any attachment, reply, or click any links. Our downloads and upgrades are only ever available on skype.com so you should never download anything from anywhere else.
When you use Skype on a public computer, be aware of the people around you when entering your personal details as they might be seen, and remember to sign out of your account and quit Skype completely when you have finished using it.
To learn more about phishing, please visit:
http://www.skype.com/intl/en-us/security/online-sa​fety/#phishing
To find out more about how to stay secure, please visit:
http://www.skype.com/go/security
Should you need more assistance, feel free to contact us again.
Best regards,
Ramona C.
Skype Customer Service
I do not really think that providing such information through the emails is very convincing. The email was sent from [email protected]
I would be grateful for any advice on it.
Cheers,
Agi

Answer 1

Another piece of information is that my account bar on the iTunes Store shows that I have been credited 25$.  It's gray though, not white, if that matters.  Just won't let me USE it.  Please help.