Sorry about the runaround but did you try their toll-free phone number which is the best way to contact them? All account matters are dealt with there and not here on the forums unfortunately.
For the UK:
Telephone Customer Service
To speak with a Customer Service representative, call 020 79490107. You may be asked for your registered email address and order number. Telephone charges may apply.
Estimated wait time: 10-30 minutes
Hours of Operation: 09.00-18.00 local, Monday through Friday
Alternatively use their online chat available through Useful Links at the top of this page.