Need to upgrade membership before withdrawal

My account was frozen, the customer service said that I did not process my account for a long time, so the overdue led to the freezing, the customer service said that I need to complete the promotion of my account membership within three working days, and I have to pay 12722 US dollars to promote the regular member, can be withdrawn. The customer service didn't tell the member to be promoted before they can withdraw, and waited until I had to withdraw the money, and I had to pay 12722. Isn't this a fraudulent act. This simply doesn't make sense. I just want to get my principal back.