Can a third party prevent us from purchasing SaaS from the original creator?

We have purchased a SaaS subscription from a third party, who are now preventing us from. We have put a lot of 'content' on this SaaS system and we have been told that in order to switch we would have to create a brand new account with the original provider, losing all our content. This is due to IP which the third party claims is on the system but which we do not want.

The original provider of the system has told us that they would be able to transfer all of our content and account easily over to a direct subscription with them.

Where do we stand with this?

Thanks