Hey there, @Tokyo! Sorry to hear you have been experiencing difficulties with the service. Definitely want to look into this for you. Please send us a Private message with your phone number, PIN and address.
To send a Private Message you can go to your profile and click on the icon with an envelope. Then you enter the username of the person you want to send a message to and the subject. Or you can go to the user profile by clicking on the username and click on "Send this user a Private Message".