Lulu here from the Shopify Support team. Thanks for reaching out here, and I'll be more than happy to help you out.
That does seem strange. I have spoken to our financial team about this and they advised that they will need to have a closer look at the account to get this sorted for you. In order to get it escalated to them, I will just need to verify your account. I will send you an email to the email address attached to this forums account and confirm some security questions about your store. Once you reply to that email, I will get that done for you.
Lulu | Social Care @ Shopify
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