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I had a thing a few months ago where they wanted a picture of my bank account statement that showed my address, no older than 3 months.
(Not the balance, just the details they already had on file)
I took a snap with my phone, uploaded via site and next day all was good.
Didn't want it direct to paxum email though. Have you checked email is actually from Paxum, as you say in your account all was fine? You may find that it appears to be sent from paxum (Spoofed) but if you reply to the email it actually goes elsewhere?
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