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Hi @sophie1989 and welcome.
I'm really sorry you're having so many problems getting this sorted. I'll be happy to step in and lend a hand with this. Can you please drop me over an email with your details? You'll get the contact the moderators link in my profile.
@NeilO I am at work therefore will not be able to answer any calls to the landline. You can call me on my mobile, which obviously I don't want to put on a public forum, are you able to send me a private message and I will be able to give you my number