Thank you for your response.  However like I said, this is my second time experiencing the same problem, and I remembered the procedure.  I have already submitted the online form which is not very flexible since it is predesigned form with no space to put any explanation about the situation.  I have already got the issue number and waiting for the reply.  Can we exchange this email privately?  Last time the person who answer to my question had private personal link so only the person and I were able to exchange questions and answer.  So whoever reply to this email now, can you please help to talk in private that I can directly reply back with the further questions?  That's how I communicated to recover last time.  I don't want to write all the detail to post in community.  Hopefully you can get back to me in timely manner.  Again, I have issue number for the request form I submitted and it might be faster and easier to look into my account if I give you that number.  Please respond asap with private link.  Thank you.