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Hi there! I'm so sorry for the delay. During this time we have a need for an increased support, but we are doing our very best to make sure we respond to you as soon as possible. Thanks so much for reaching out. You've absolutely reached the right place, and are in good hands. I will own this Issue for you and ensure that I provide the best help I can today. All I need is your full name, and address including city, state, and zip code exactly how it reflects on the bill, and I can help you with whatever questions or concerns you may have. 

I would rather not post that in an open internet forum, can I PM that info to you?