Long story short: I opened an account on cex.io last year, then forgot about it. Then I moved to another country and opened a different account and asked cex.io to close my first account. They replied saying they closed the account.
Couple of weeks ago I decided to transfer some BTC from my Binance account to the cex.io account. On my phone I accessed cex.io account and got my BTC deposit account, then transferred BTC there.
When the deposit didn't show up on my new cex.io account I got really worried. Then I realized that I accidentally transferred it to my old account, which was supposed to be closed.
I wrote cex.io support and asked them to transfer the funds to my current cex.io account. It's been a week and they keep telling me they need to involve several departments, because it's a super complicated process, etc etc. Every time I write them, they tell me to wait.
I am wondering if it really is such a complex process? My old BTC address is still active, so I don't understand why it would be so difficult to just transfer those funds to a different address?
How hard should it be to take my crypto, which shows available on my account and just transfer it to another account, also within cex.io?
![Huh](https://bitcointalk.org/Smileys/default/huh.gif)
I'm freaking.
Thank you