I moved this to Consumer Mobile Products as the best spot for it.
Until someone with knowledge spots this you may wish to open a case with Technical Support.
It's free by phone or online chat.
Please when do I get assistance on this? I have opened a case with the technical support & customer service (Service Request #: 2083811242) yet I have not gotten any update.
When you contacted Support was it by email or did you phone them? You can always call them and ask for escalation, but nevertheless I have sent en email to our resident support person to see if we can get some help here.
Chimex what country are you in? If you had used the phone or online chat option in the very first link I posted you would be much further along with this issue. They wont contact you unless you first ask them to.