Can someone explain to me what happens to the SC coin?

First, from my account on HitBTC, 1004.02436000 SS were lost, the transaction id ae8cc3c5-7d86-47f8-adfa-9d05645eee1d.
Then the purse became inaccessible, although there from where coins were transferred there is a confirmation of the transaction.
I applied for support was created Ticket ID #259641.
But so far there is no answer! Does the support work at all?
In the meantime, I had to turn off the equipment so as not to make money for someone, but not for myself (((


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