Hi there! I'm so sorry for the delay. During this time, 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. Can you please send me a private note with the last four of the account number and/or last statement balance, your full name, phone number, and service address including city, state, and zip code? –Rob K.