Hi Suzidv,
Thanks for using the forums to get this issue with your online account services looked into, I am sorry if this has been causing some frustration. I would be more than happy to look into this for you.
Can I ask if you've tried re-registering your account? This can sometimes happen if there is a change on the account.
If you try to register please let me know what happens so I can continue to support you.
Thanks!
Megan_L