@Miss12
This has been escalated to the Sky Messaging team who should be in touch with you regarding this via a colourful chat bubble which will appear at the bottom of this page.
You may need to refresh your browser for the chat bubble to appear.
Responses from the messages team aren't immediate so you need to check the chat often to see when they are replied. The chat bubble will also be present for 48 hours. Its worth noting the messaging team will ask you to verify your identity so they can confirm you are the account holder.
More information on the escalation process can be found here:
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014
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