Transaction Error Code 16

Hi All, tried to send ETN out of my wallet online the other day, it failed with an Error Code 16
I already know the error is because it didn’t have ETN in the account to pay for the transaction.
Just want to know when does it ETN come back to my account?

I contacted support about this and they got back to me requesting me to show “purchase proof for the ETN amount”

I’m not sure how I can show this as this is ETN I have purchased from exchanges from over the years.

Really frustrating this stuff as the ETN is now all locked up

Thanks

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