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While I can't say that I've seen this exact issue. I have seen some crazy stats show up due to fraud/refunds/cb's, I'm sure many others have as well.
Support wise... most of the normal support people don't really know shit and the chain of commands seems to fail, often, when higher support requests come in. I would suggest contacting someone else, depending on the biller you could contact the fraud department directly, or ask around for the lead techs email, and sometimes the manager of support can help and if all else fails, call them.
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