chaoban888 You are not going to lose anything. The problem is that thousands of people suddenly remember they have Lumens every time the price goes up. The support is just overwhelmed.
I know it's frustrating, but you received some money for free and didn't care about it for 3 years and now you expect someone else to figure out everything to get it for you in a few days.
In the meantime the technology was completely rewritten and your Lumens are on the old chain. Many things are going on right now, but I'm sure this is going to be solved.