Hello Heidi,
Welcome to the community and thank you for posting. I'm sorry to hear what happened, we certainly want to get to the bottom of this. I've located your account and will investigate further. To help with this investigation, please send me a private message that indicates the old and new SANs (account numbers).
You can send me a private message (PM) by clicking on my username on the left side to get to my profile page. On my profile page, click on the Send me a Message link in the top right corner so you can compose your PM to me.
Looking forward to hearing back so we can address your concerns.
