Thank you for reaching out to the Community. I'm happy to provide some assistance with this request, to ensure it gets resolved. To confirm I'm fully understanding, have you received any correspondence from our support team regarding this?
When it comes to account specific inquiries like this, I'd encourage you to connect with us directly. This will allow our support team to investigate further as we wouldn't have access to any account details through the Community. They will also be able to provide clarification on how you can proceed.