Can't change bank info on platform, how to resolve this?

[AestheticLuna]

I have a problem with this platform that I find absolutely so strange, I have been since December 28th. trying to change my bank to a new one since the other one is closed and unfortunately I did not get the account information to change it myself, I contacted support and they took days to help me with this and they said that between 24 to 72 hours it will be solved and Now the excuse is that because of the holidays we are already halfway through the month and they still haven't helped me with this... yesterday they sent me a form to verify my identity, I sent them my ID, proof of subscription payment and my card…. and then they say that they cannot verify my identity, I do not understand any of this and they have me very worried about the issue of my payment because they have frozen it, I don't know if they even ask for a photo of me so that they can verify that it is me or a video chat, since yesterday They still haven't answered me at all

[EcomGraduates]

It sounds like you’re facing a frustrating situation with your account and bank details. If you’ve already provided all the requested documentation and are still having issues, I recommend following up with Shopify support again.

Explain your situation clearly, and ask for an escalation or direct assistance from a higher support level.

Sometimes, additional steps like a video chat or further ID verification might be needed, so be prepared for that possibility.