Not able to change bank account

[RonnieWang]

Hi Shopify Community staff,

I closed my bank account that is connected to Shopify store a few months ago. Now when I check the payment method, the store is now connected to a bank account number that is not mine, the shopify back end log shows Shopify made the change in April for some reason - refer to screenshot

Now I want to update payment method, but the system requires me to provide full old account number which I have no idea of. I have contacted support advisors multiple times, case number 48991596, but no oner has contacted me after 11 days. I have read the past posts on the community that chat with support might be the only way to solve this. But apparently it does not work, is there possibly another way to help me? 

Or in the worst case if nobody ever solves my problem, can you advise how does the idea of creating another store with another bank account work? What is the best step to do this? 

Thanks.

[Summer]

Hey, @RonnieWang!

I understand you're experiencing an issue involving your bank account. Thank you for sharing your ticket number with me! While I'm unable to provide any specific information over Shopify Community, what I can do is add a note to the ticket to follow up with the team about this concern. Please be assured that help is on the way and the agents working on this ticket have all of the resources they need to help answer your questions. I'm sure you will hear back from them soon!