Hi KatharineH,
I understand the frustration you're experiencing, and I extend our sincere apologies for any inconvenience stemming from the challenges you've encountered with our service. Please be assured that we prioritize matters like yours, and I've promptly escalated your concerns to the relevant team. They will conduct a thorough investigation and contact you within the next two business days to help and address your concerns. Please know that we are committed to providing the support and assistance you deserve as our customer.
Feel free to reach out anytime you need further assistance.
Cheers,
Princess