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Account is not showing any amount even with payment

Just Moved In

I am helping my friend set up this account but after the initial $25 payment for it plus another $10 payment it says there is no balance. But after adding the $10 payment it says there was money in the account but when he went to call it said there was no balance in the account. We have tried calling to get support but we just get dead ends with hang ups with no way of getting answers.