So for an update I got a response back from Alex from customer service with a more personalized message acknowledging when the transfer was declined and telling me to complete step 2 verification. Also said they were refunding the money but would take a few days cuz ACH banking is slow. I am relieved they responded so quickly because from what other threads it seemed their customer service could be slow/unresponsive. I'm fine with that but still trying to get them to tell me why my account was charged before i was flagged and why the transaction disappears after the date is reached when i should have received the bit coins.