Hi there @Mary Lucky, 

I can see my colleague David also left you a comprehensive reply linked below. I would encourage you to continue to work with our Support team on this ongoing issue! 

-Taylor 

Hi 

I contacted them, hoping they could offer me real help

Hi @Mary Lucky, 

Very sorry to hear of the inconvenience and frustration you must be experiencing! 

I believe the best past forward would be to reach out to our Support team and let them know the situation you’re in so they can give more insight into your situation and the path forward. 

Thanks for participating in the Community!
-Taylor