locked out of T-Mobile experience forum account

I've been a member of the experience forum for a few years and recently went to log into my account to claim some funds that I have been saving there from the surveys I've taken but can't get in. I've used the password reset option numerous times but never get the email (it's not being filtered, never had issues receiving emails from them before) Customer service has not been able to resolve this. Does anyone know who could assist me with this?