Thank you for reaching out with these details and I am sorry that you are having to deal with this.
Our authenticated support channels are the correct avenue for support in this case as they can verify your merchant account and escalate to the appropriate team for further review. All issues with your Balance account or card should be resolved by Shopify directly and there is no need to contact Stripe or outside services for further support.
It sounds like you were able to connect with our support team to open a claim against these charges, which I am happy to hear. Please reply back to your open ticket with any questions or feedback you have and our Balance support team will get back to you ASAP.