Can you please provide screenshot of these email or whatever method used to exchange communication as depicted above? I'll page someone from SB to hop in and look into the matter. If it's a matter of simple misunderstanding, I am sure SB will sort it out.

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Edit: I am told that the matter has been addressed and handled by SB. OP, kindly confirm if it's resolved? I'll mark it accordingly on my next update for my list.

Can you please provide screenshot of these email or whatever method used to exchange communication as depicted above? I'll page someone from SB to hop in and look into the matter. If it's a matter of simple misunderstanding, I am sure SB will sort it out.