Hi there, @rosemay. I'm sorry to learn that you're unhappy with the service you received from our Support Team. I've had to delete the video you uploaded which, while I appreciate it helped to illustrate this, contained your personal information. We'd never ask for your personal information on this public platform so, to protect your data, the video was removed.
Feel free to edit and then reupload the video or upload a screenshot, ensuring that none of your personal information is visible.
Otherwise, as @Piper123 noted, you might wish to continue liaising with our Support Team.
