For what it's worth, I received the same email from juan@oanda.com. However, I am a rather active live trader with Oanda -- and also relatively actively demo trading, to optimize things before switching them live. I replied to "Juan", but never heard back.

This, unfortunately, is another in a string of rather poor experiences with Oanda administration/customer service (among others, they seem to not be able to deal with Brexit implications, or to have been caught by surprise -- after just four years to prepare...).