Hi Farmness,
Thanks for flagging this to us. I can understand your frustration and sincerely appreciate you raising this with us so that we could resolve this for you.
Firstly, I am glad to hear that access to the file is all sorted. Secondly, in terms of the email communication on discount removal, I have flagged it with our internal team. I learn that a case has been created and it has been escalated to our customer resolutions team. I anticipate that they will be in contact to address your concern at the earliest. In case you don't hear from them, kindly reach out to us and I will follow this up again with you.
I sincerely thank you for being patient and understanding.
Best Regards,
Cel