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I was able to find your account using the details you've provided.
I can see that this case is currently being handled by our Engineering team.
I've chased this now and has raised this as a matter of priority.
Our Engineering team will be providing you updates as soon as possible via SMS or phone call.
Apologies for the trouble.
I've chased this now with our Engineering team and has requested for an urgent call to provide you further update.
They'll be contacting you on the number that we have on file.