Ok, umm... I feel like a fool, but to further clarify, you made a complain when it happened, in 2023, got an answer, and when you discovered this forum, you reached to their support team again to see if their decision changed and the likes? Or... what?
wtf? from time to time I contact them through email and live chat.... how would you deduct that? what sense would it make only contacting them over 1 year? Any updates?
From the screenshot you provided, it shown as from 29th of February, this year, a couple of weeks ago, and not from last year. 29th of February only happened on a leap year, which the closest to an event occured last year will be this year, so it's safe to assume that email was not an old screenshot from last year. So I assumed you only reached to them recently.
So, you're contacting them from time to time, inquiring about the same issue?