@samsaffron Did you ever get anywhere with this? I’m having similiar issues with them now. I can’t get through to them at all either by phone or email despite numerous attempts. Their customer service is appalling.
Warning for those who use @CurrencyFair there is a lot of money in limbo at the moment... avoid the service and use @Wise at least until it is sorted. First time in 10 years I have seen something like this, but it is VERY scary and I don't know what will happen to my money.