Hi @Jennifer71 ,
Welcome to the community!
We're sad to know that you're having issue with the service. We're able to locate the account using your community details and we've seen that you have been in contact with one of our Technicians. The issue has been escalated with them, currenty under assessment and investigation.
We'll chase this with our Team for additional reference, further updates will be provided via SMS or Phone call when it becomes available.
We apologise for any inconvenience.