Oh my! We totally need to look at this further and clear up what's happening here. I'm guessing this account is under your name, correct? If so, you should try reaching out to our T-Force team via the social links on our Contact Us. They have the account access needed to dig into this further and see what the next steps are to get this resolved for you. Please reach out to them when you get the chance.
Just wanted to check in and see if you'd had a chance to reach out to T-Force like Mike suggested.