Good Evening, @abrothers. 

Thanks for joining in on this thread. Since you've already tried the steps my colleague provided, then I recommend contacting our Customer Support Team. They have additional tools to help look further into your account to resolve these types of problems. Here's how: 

1. Go to the Help icon. 
2. Click the Contact Us button. 
3. Type in your question and press Let's Talk. 
4. Scroll down and choose to Get a callback. 

If you run into any trouble along the way, just let me know. I want to make sure that you get this issue resolved as soon as possible. Have a great day!