@IntuitKatie : Thanks for responding.  Could you walk us through exactly what we need to do to get this issue addressed in a more elevated manner?  I called in, was assigned a case numebr for the call in, and when I heard nothing back I called in again and was told the case had been closed with no discernable action taken.  Here's the email I received before calling back to discover the case was closed:

Case:15153715207