Update: Received an email from an Ally from BitFi Services stating the following;

Please take care if this customers order.
This is a URGENT matter, as their exchange is late

I am BCCing this to SynOps and Customer Service for you.

Also, FYI, this is not always SynOps, I am Ally I run admin when he is working.

Thanks
Ally@BitFi

Not sure the need to BCC anyone, but from what I can see from the email it was only addressed to myself. So if anyone was contacted or if anything will come from this, we will see once I arrive at home this evening.