Thanks for reaching out to us annali, and a very warm welcome to our Community Forums!
It looks like you have posted this issue elsewhere, in response to another thread on the same subject, and this has since been issued with a private message to you.
Do please check out the envelope in the top right hand corner for the message from my colleague.
We would politely advise you to try and avoid duplicate posting, as this can result in multiple agents working on the same account and thus potentially causing more issues/confusion.
In addition, for any issues you are experiencing, we would encourage that you start your own thread as the singular posting of the issue you need to raise.
Best wishes
David_Bn