Have you already reached out to Microsoft Support for assistance with your account? ^TK

That's good to hear that you've reached out to our Support! Do you have the ticket number by chance? We can check on the status of your request and clear up any confusion if you've already gotten an answer from an agent. ^FF

We can help you with this but it appears they asked follow up questions we need you to respond to in the ticket. Issues of this nature do need to be handled in the ticket itself. ^AC

Sorry for the confusion here. The ticket number should have been created when you first submitted the initial ticket. It would have said request # then had a 7 digit number. Are you able to find that initial request you sent? ^AC