Hi JohnT341,
Thank you for your post and welcome to the community.
I'm very sorry for the issues you're having with the Tv Go App, we can appreciate the frustration with this.
I have been able to locate your account and so if needs be we can certainly investigate this further.
Before that though I would like to asked, is the app on the most updated version?
Have you been able to try uninstalling the app and reinstalling it?
^Martin