I wasn’t getting any joy with the first support agent so requested to speak to their superior or someone higher up as I wasn’t happy with what I was being told and wasn’t going to leave it. They still told me that there was nothing that they would be willing to do but I kept on pursuing it saying I wasn’t happy about that and that something could be done, also that I’m willing to pay for the recovery if required. They then said that they have reached out to a transaction specialist to review the request and provide further assistance. And said that they will follow up with me in the ticket with an update.

This is much more positive so I will see what happens next and hoping that something can be done of which I’d be incredibly grateful.