Why haven't I received my pending payout yet?

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I was meant to receive a payout of £1250 on the 16th of January. The payout was pending for a few days and then moved into my balance and I never received the payment. I have been messaging the help support Center since January and I keep getting told that the finance team will contact me soon. I have sent multiple emails to Shopify but I seem to be getting no response at all. And the people from the help centre just repeat the same thing and then end the chat. I have opened multiple help tickets and they’ve all been closed I have no idea how to get Shopify to send me my money. 

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