We're sad to know that you're having issue with the service. We'd like to take this opportunity to turn around your experience and get to the bottom of this. We tried to use your community details to pull up the account unfortunately it does not show any matching records.
To better understand the situation, we'd like to get your account details (Username/Customer ID together with the address on file).
In case you need a reference: How do I private message (PM) in the community