WEX definitely needs to do a better job when it comes to sorting things out properly, but they are known to act vague and from time to times quite shady, so it shouldn't really be a surprise at the end.

If the funds that are stuck in your account are worthwhile, and then I am referring to a value of minimum $1000 in funds (could be fiat or crypto), then you might look for someone from another country to verify for you.

It's an extreme last resort solution if you're desperately looking to get your funds back, but it's the only option that makes sense to a certain extent. If even that's not possible, you can officially kiss your funds goodbye.