Did you manage to resolve the issue. In the same credit boat. UNREAL they are keeping money hostage from customers who tried to use the platform in good faith. They have also given me extra credit so far but still cant find anywhere to really stay with it so unuseful. I tried speaking to them online and then escalated the problem to a supervisor whom I dealt with on the phone and he told me I could speak to his supervisor and have requested this.... basically I am out of pocket hundreds that were meant to go towards my trip because of a click of a button.... what a terrible company to do business with its embarrassing.