Hi there, bdart66! Our apologies for the very late reply and for the issue you're having with the service! We'd love to help you!
To further investigate this matter, please send us a private message including your phone number and 4-digit PIN. To send us a private message, just click on the agent's username (Hozuki_Robert in this case) and then look for the option that says "Send this user a private message".
Looking forward to your response!
Hello, Jon2. We definitely want to look into this for you. Can you send us a private message with your phone number and pin code to verify your account? Thanks!