Hi @Dawn-bythebook Welcome to the community and thank you for posting. We appreciate you sharing your experience with us. This is not the experience we want you (or any of our customers) to have when reaching out for help. We’ve shared your feedback with the appropriate teams so they can review and learn from it. Our goal is always to improve both the support process and the technology behind it. Your perspective is invaluable in helping us get there. We appreciate your patience and candor. Please know we hear you, and we’re committed to doing better.