Hey there, Audriene. That definitely sounds like a problematic situation, and isn't something that we'd ever want our customers to have to deal with! Could you send us a PM so we can look into this with you? Please select our name to get to our profile page, or click here: https://metaque.st/CommunitySupport. Next, click "Send a Message" to privately message us! Please remember, you must be signed into the community first to send us a private message.