Seriously, this is unacceptable. Four weeks? This was BEFORE the virus stopped everything. I was able to speak to agents and supervisors. They could NOT help me even when things were somewhat normal. They admitted they could not override the system, so we were just stuck without being able to transfer money. None of them knew what to do. They had a similar solution that you have given, just keep trying, maybe it will straighten out. This is a simple fix. I am a website designer, work with all types of forms and scripts. This is something that can be done from a home computer by a P P systems programmer. What a mess!
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