AWS Organization Member Account Password Reset?

Hi. The support and services team locked one of our Organization member Accounts. The email looked to be an automated boilerplate 'suspicious activity' message. They are asking us to reset the root password and set up MFA for the root user of an Organization member Account (not the management account). This is not possible since we do not have root user credentials on the org member accounts. This has been going on for over a week and all they keep telling us every time we try to talk to them is "You need to reset the root password", then we say we can't, then repeat.

We've had an AWS Solutions Architect craft a message to them as well, but that hasn't changed their response. One response actually suggested we get a "valid and binding court order or equivalent legal demand".

We've pointed out the documentation as well, but they still keep saying the same thing. https://docs.aws.amazon.com/IAM/latest/UserGuide/root-user-best-practices.html#ru-bp-organizations " Secure root user credentials for member accounts If you use AWS Organizations to manage multiple accounts, there are two strategies that you can take to secure root user access in your AWS Organizations.

Centralize root access and remove root user credentials from member accounts. Remove the root user credentials, access keys, signing certificates, and deactivate and delete multi-factor authentication (MFA). When this strategy is used, member accounts can't sign in to their root user or perform password recovery for their root user. For more information, see Centrally manage root access for member accounts. "

Any suggestions on how to get our account back? Luckily this is only a staging account, but I'm worried that they could eventually lock our production accounts as well. Do we just move back to old style separate accounts and forget about Organizations? Remove all the accounts from the Organization? I tried to go through the motions of enabling root credential on the member Account, but got blocked at some point. I'm thinking of just deleting it and recreating everything through Terraform, but that seems like a last resort.

10 days later, still not movement. We're still stuck in the endless cycle of, you're doing everything right and using AWS Organization member account best practices by not enabling root access, then being asked to reset our member account root password, then saying we can't do that because it doesn't exist, then repeat...