Got the same problem and they act pretty dodgily, they don't have a procedure, the people in the call centre don't even know what to request, when I showed them the bank statements they "transferred me to a supervisor"but no one answered the chat, I tried to connect again and the chat said the case was closed? awful, what's going on with these people, are they using the money to pay other debts? I have been almost 3 weeks waiting for a payment which suposedly was sent. they did not want to ask for bank statements or whatsoever, seems like they knew the payment did not go trough or was not paid, no one is able to help and communicating with this people is terrible, the support is horrible and abusive. How can they have that kind of support, or they just play the get tired game ?