Monica,  I have worked with Home Connects for years.  The people that I work with are wonderful.  However they have one of those computer systems that, if the inoformation that you have is not the same as the information they have in their computer billing systems, you can have problems.  You need to speak with whomever your representative is and if they can't help you keep going higher till you find someone who will.  You have to have your records up to date.  It may take awhile & you need to speak to them personally, but eventually you should be able to work something out.  At least that has been our experience.  WORD OF ADVISE.  When they send over their order to you, make sure that the fee is correct.  And if you have any extra charges, you have to call & insist that they send you a new order with the additional fees.  That way you can be sure that they have it in their computer.  Good Luck