I can see that you've been speaking with one of my colleagues via private message, but have been unwilling to clear account security. In order to investigate these issues further, we would need to confirm your identity and clear security with you.
I'm sure you can appreciate that we take customer security very seriously. We would never want to discuss personal details or sensitive information with someone whose identity we could not verify. If you do not wish to do this, we would be unable to assist further. Please advise whether you would be happy to provide the requested details if I were to send you a further private message.