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Hi there, @oscar-alex-pabon.
Thank you for reaching out to the Community.
I'd like to know more about the concerns you're referring to so that I can provide you the best resolution. Any additional information will be greatly appreciated.
I suggest reaching out to our support, as they have the tools to pull up your account.
Please take note that it may take a few minutes to connect with our agents as we are receiving a high volume of calls and messages. You can check also the available hours when contacting our support.
If there's anything else I can do for you, please let me know. I want to make sure everything is taken care of for you. Have a great day!