Hi @olwen1970--
Welcome to the community.
I am gutted to hear you have not had a great experience with customer service and you are unable to access the app.
Please could you check the App is on the latest software, if the software is up to date you could try un-installing the app and re-installing.
If you still cant access the App after trying those steps, please try Contacting one of our guides, they will be able to take a look into this for you.
Thanks
Ritu
