I see you are terminating your service as of April 15 (according your web site). It would have been helpful to include that info in the message you sent via email and the app. All they said was we're sorry to see you go, and (from the app) that I should download the updated app (which i have). Not knowing this I have sent multiple emails and just ended a conversation with a rather confused help desk person; even he didn't have the service terminating info and told me he couldn't find my account.