Hey there @KatAsh welcome to the community!
This would have to rectified with customer service. Have you tried contacting them? If not, we can send you a PM. Let us know what you prefer.
I tried calling customer service now. At 4:50 pm. And it said the services are closed. 10 mins prior to the published timing for weekends. 10 am to 5 pm.
Anyway, ill call them tomorrow. Or if anyone of yall are working on a weekend, please feel free to PM me.