Cannot withdraw my money from hyperwallet

it's been twice that my transfer has been returned back to my hyperwallet account with no clear reason, i tried to contact the customer center but no response yet, my bank account number & name were correct, then i check my transfer method again, my name should be in 3 part (first, middle then last) but it only show my first and last name, could that be the reason why my money couldn't be transfered???, just FYI i input my name correctly, the first, middle and last name but in transfer method it only showed my first and last name (ie , "hi firstname lastname"), should i merge my middle name to my first name??, because when i did that, my name in the transfer method showed my full name, now i have to wait a couple of days again for verification