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Hi Sue, I'm sorry to hear you had a hard time understanding our support team. I am the U.S. Country Manager (born and raised in the U. S =D ) and I would be more than happy to speak with you directly to answer any questions you may have. I always answer the phones myself Monday - Friday from 3am EST until 12 am EST. You can reach me at any of those time at our toll free number (844)898-4402