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Glad you got a good response this time.
The second response said "Thank you for letting us know that a unauthorized party is using your credentials, We have taken appropriate action on the account.". I don't know how you phrased your original query, but I guess for this problem you need to tell them someone is using your credentials and don't ask them to close the account. I'm sure there have been people trying to get someone's account closed after they broke up with them or other reasons, so they have to be careful when a third party requests to close an account that isn't theirs.
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