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Missing information, please contact Customer Support

egycar Member Posts: 7
Hello, I made a payement on 28 Sep 2016 and till now its status is " Missing information, please contact Customer Support"
I only get this email on 29 Sep 2016
"It looks like you recently tried to make a payment to your own Payoneer account.
Payment ID 31568602
Amount $1000.00
This payment was delivered successfully – but you will not be able to make additional payments to your own account, as Payoneer’s services are only intended for processing international payments from customers and marketplaces.
We apologize for any inconvenience."
If you have any questions, please feel free to contact us."
I sent a support ticket with this data "Reference Number: 160929-010212
Customer ID: 2335155" but got the same answer without any new to do and the sum is still hold and labeled with " Missing information, please contact Customer Support" what shall i do to get these payement released or refunded. its now 5days without any udates on my paymnets or support.