User seems to be locked out of the system, unable to log in to the portal or to the APIs.
The user name can be in a non active state in the Audience Manager Administration UI, that is: pending, locked out or deactivated.
You should first go to the AAM Portal at https://bank.demdex.com/portal/login/LoadLoginPage.ddx and use the 'forgot password' to receive the notification with a temporary password, log in and change to a permanent password.
If the above fails, please call Customer Care or email 'firstname.lastname@example.org' if you are a supported user so the above can be verified. If that is the case, they are able to reset the user name by triggering a new password notification.