i write a letter about why i c

i write a letter about why i cant withdraw my fun from phemexproe.but the customer service staff said because my account is frozen if i want to unfroze it i have to pay USD3888.its is they job to help customer to solve the problem.but they want huge amount of money from me to solve my account. its must be they systems not work properly.but they want me to pay the price.its this ridiculous..