To see what we can do we will need to speak with you directly, as this issue is unfortunately not something we can help you with this way. Instead, please call us at 1-800-255-3700. Our phone agents are available seven days a week (except for major holidays) between 6:00am and 7:00pm Pacific time. When you call, we’ll need the following reference number to take additional action: 200127-000671 Please have it ready.