Hi there Kaylsmarie,
Firstly I'd like to say that I'm really sorry to hear that you've had some difficulty in trying to get this issue resolved, and I'd really like to help you out.
I've sent you a private message in order to ask some further questions which may help our Fraud Department with this.
Please look to the top right of this page where you'll see a purple envelope, click on that and you'll see my message.
Many thanks and apologies once again