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Hey there @Ana1967 We'll be more than happy to assist you. As we can see one of our agents is assisting on Private Message, wait for their response.
So sorry to hear about this experience, Jennyc79. We want to help! We value your privacy and security. Due to the nature of your concern, we would like to authenticate your account, but for us to do this in a secure way we need to take this to a private channel where we can discuss private account information. Please send us a private message along with your phone number, the PIN and a brief description of your request. To send a private message, click on any of the social care agents user names and select the option send this user a private messages.
We've already replied to your private message, @Ken208! Let's continue with the assistance there, that way we can assist you. We just need to know what is your issue and we'll do our very best to help. However, as previously explained, you can only speak with a supervisor by calling our customer service line.