Hey, @ccba84355tsb. 

Thanks for chiming in on this thread. 

With the details you gave, we recommend contacting our Customer Support Team. They'll be able to review your account with you and see why this is occurring. Here's how: 

1. Go to the Help icon in the top right hand corner. 
2. Press the Contact Us button. 
3. Enter your question and hit let's talk. 
4. Scroll down and choose to Get a callback.

Please keep us updated on how the call goes. I'm only a post away if you need me again. Bye for now!