Welcome to the community!
Thanks for raising this to us. We'd love to help and get to the bottom of this. We tried to use your community details to pull up the account unfortunately it does not show matching records.
To better understand the situation, we'd like to get your account details (Username/Customer ID together with the address on file). Feel free to send a PM.
In case you need a reference: How do I private message (PM) in the community