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Help

I don’t know how to word this other than the fact that I have money in an old account of mine (under a false name). It’s been there since April of 2018, so it’s been a good while. Everytime I try to contact the help center about it I get the whole “no one is available right now” run around, and last time I did get someone they told me I had to wait 180 days and then I would receive an email about how to move my money...obviously that never happened. I’ve waited 243 days, and here I am with no email and my money still stuck in the account