Same thing happened to me a number of years ago with a local (Australian) reseller for enom called MyDomainsBiz.com - after repeated emails and unanswered phonecalls I called enom in the US who said that it was strictly between myself and the reseller.
I then found a reputable local host who wasn't a reseller and arranged the transfer which occurred when my subscription with MyDomainsBiz.com expired which was 6-months from the paid-up date ( I was sweating on the date and checking daily around that time). Also until I had control restored with our new host, I had no control to make changes, etc.
Luckily for me I've the sort of business' that require infrequent changes/updates to be made and I've got so busy with my core business that I haven't had a chance to get at the websites in a long time.

BTW - the reseller has recently phoenixed and had the hide to send me an unsolicited promotion of the services that they provide. As unsolicited promotions are forbidden by law here (the SPAM Act), my response to them was a bit colourful and their promotional email was forwarded to the regulator for action.