Apologies about the delay in getting back to you there.Since this post have you had a chance to chat to someone who was able to look into this for you? I can confirm that a PM is private message and that information will only be accessible by the Social Media team. If you can send that through to us we'll be able to take a look into this one for you.
Terribly sorry for the long wait and lack of service @coota65, definitely not the way it should be. If you still need a hand, shoot me a private message with your enquiry, account number, full name and DOB.