Unable to Upload Offline File using Active Subscription

I have an active subscription that I have been paying for and I am unable to upload my offline file. MYOB wants me to pay for another subscription saying I already have a company file online. I have never uploaded a company file online before. I have raised three support cases requesting the online file to be removed from my active subscription and each time MYOB closes the support case with nothing resolved. When I open MYOB AccountRight 2026.8.0 and I am logged into my AccountRight Account, there is no company file displayed for me to open and when I try and upload the offline file it says I need to purchase a subscription to upload my file. When I try and log in via a web browser there is no company file for me to access. I have been using MYOB since 2012 and I have Cloud Entitlement Support that MYOB have been debiting from my account for but yet I can not get support from MYOB to upload my company file online using my active subscription. Has anyone else experienced this form MYOB and if so where you able to get it resolved and if you did get this resolved how did you manage to get it resolved as I feel my only option now is to lodge a complaint with AFSA and migrate to Xero.