Do you still need assistance?
Could you please send me a PM (private message) with your Full Name, CID (customer identication number) and your mobile phone number, so I can take a look at your service?
It was resolved today by a helpful guy over the phone.
I really recommend you have a look at your chat service, the mixed messages and unresponsive nature of the CSR's on there almost drove me to cancel the subscription.
Customer Service is an excellent indicator of the quality of an organisation both technically and operationally and there was a big difference to the communication I had today vs the communication over the past couple of days.