Hello MzQB,

We don't have access to the case number you've provided. You'll want to share with us the details of what happened, so we can try solving it here. However, if this involves pulling up your account, then I'd recommend contacting our Customer Care Support again.

Here are the steps:

1. Click the Help icon located in the upper right-hand corner.
2. In the Help window, click the Contact Us button located at the bottom.
3. Enter your question and click Let's talk.
4. Select Start messaging or Get a callback.

I'm just a post away if you have any additional questions. Thanks.