Hi @Thomas-and-Linda1 @Michel-Et-Sylvie0 @Jonas218,
I'm so sorry to hear that you have a missing payout. I have just received an update about your cases from the Support team, so I will reach out to you individually via DM shortly with more information.
In the meantime, I thought it would be worth sharing that when messages seem to 'disappear', it is usually the case that you have opened multiple cases on the same issue, so there are duplicates. When this happens, they are merged into each other, so as to avoid different agents working on the same issue. While the cases are merged, the messages are not actually lost, so the agent or Case Manager can take a look into the merged cases if they need more info.
I hope this helps to provide some insight 😊