Sorry to say this, but this AMWill has been no help to anyone since he took "over" from Alex.
Probably your best bet it to blow up their FB page and complain about his lack of assistance, probably he will notice then. Or just call into their Customer Service Line and ask for a Supervisor
[MENTION=15139]AMWill[/MENTION] I am trying to give you the benefit of the doubt here. PM me please. This is starting to drag on though I received your FB message.