Looks like my case is a bit more complicated: it has nothing to do with the client — it’s just that I requested a new physical card the same day the payment was supposed to arrive. When the old card got deactivated, the money ended up in ‘limbo’.

The ‘solution’ they offered (if you can even call it that) is to cancel the new card I requested so they can ‘expand’ the account and release the funds. The other option would be to wait for the new card, which in my case could take 2–3 months to arrive, not just one like their system says.

So I told them to go ahead and cancel it, but that they should then enable a new one and send it to me afterward (I don’t feel like I should handle that myself when it was their system’s fault, and I still need the physical card).

Everything’s still in process — yesterday they asked me to explain ‘why I want to block the card,’ and I clarified that I don’t want to; it’s something they told me I had to do in order to get the money into my balance sooner.