People would always worry about the price of bitcoin, so I think one of major reasons to stop use bitcoin are the price. Would you still use bitcoin if the price down to $5 and it's stuck there where you have bought $100k at $400 ?
I believe more than half of bitcoin users have struck with this reason as they might had bought around $1000.
Bitcoin price becomes the main reason but has some reason can support the main reason and make people who are getting a strong to leaving from bitcoin, or maybe they ever deceived.
im just thinking about changing the hot wallet service if the support can't help much, after you can resolve the thing before you go into the another wallet of course