Thank you for reaching out to us with your question. My apologies for the delayed response and for your wait. We’ve made some recent changes to the support team structure and some reports have experienced a longer response time than usual.
Since some time has passed I wanted to touch base to get your current status. If you’re still experiencing this problem and need assistance please let us know.
If possible, can you both send over timestamps the next time you run into this issue? That way, we can have our technical team review your account to see what might be going on.
We’ll be watching for your reply and get back in touch as quickly as we can. Thanks!