System doesn't allow me to make payments into my children's accounts.

Tried to pay money into my daughter's account but the system doesn't allow it. Went on a secure chat for assistance, Ellen answered but has since disappeared after requesting the last 4 digits of the card numbers. And it's not the 1st experience I encountered of agents not responding on the CHAT. This is frustrating.

My daughter needs money for food and I can't pay money into her account for an unknown reason.