I won't repost my entire comment here, but I noted in 2017 on Hacker News some pretty shady stuff going on with Stellar/XLM and their customer support team / developers. You can read the entire account here: https://news.ycombinator.com/item?id=15935583#15936174 It starts with this: --- I was given 6000 XLM and I left it in their official wallet for years. On May 12th, 2017 I wrote them an email asking why my wallet,…
I think this goes back to a critical point in the crypto space.
If you don't have your key pair, then you don't own the coins. I think everyone who lost coins had wallet issues. Maybe there would still have been issues even if you had your key pair, but the general rule still stands.
Back when Stellar got stared, you had to use the API to create a key pair and then you needed the API again to interact with that address (send coins from it.)