You may want to open a ticket under myAccount and Billing by going to that section and clicking on "start a topic." Explain what the situation is, but protect your privacy by not giving any personal information such as your street address or account number. The HN reps on this site will ask you to send them a private message if they need that information. You should also edit your post in this section to remove all identifying information. To edit the post, click on the 3 vertical dots and then on Edit.
The reps are here M-F during business hours and they're always willing to help. It could be to your benefit to let them look into what may be going on.