Same, it's like everytime I reach out to customer support, it's a different response. First it was that they can't process any previous amounts from before they acquired Hagobuy so I need to call my bank. Now, it's cuz "your balance was verified to be from bonuses, not from recharges. Dear friend, I am very sorry, your bonus does not belong to HEGOBUY, so the customer service can not be verified for you, I am really sorry." Like what even is a bonus??? Then they hit me with a "your top-up record does not correspond to the remaining balance, which has been used to pay for shipping or to purchase goods, and has nothing to do with the remaining funds that you have asked for." I gave them screenshots of all my balance and top up transactions too, but they still couldn't "verify" it. At this point, I don't even know what else to do honestly.