I am so sorry you did not obtain a satisfactory answer to your question, This is unusual.
If you ask your question again, you should receive an answer if you send photos and a detailed description.
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You are in the wrong category for your question, I believe.
Do you need legal advice?
I can ask that customer service switch you to the legal portion of the Just Answer site here.
I will try now. If the change does not go through, you will need to contact customer service at one of the numbers I gave you in a previous response.