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NADZ did an excellent job in understanding the issue, explaining the possible causes and submitting a request to the technical team to help resolve. Now I wait to see what comes next, but I feel confident that the issue was well documented by Nadz.

In addition, when I got cut off from the chat and had to log back in I was able to reconnect with Nadz so I did not have to start over with a new agent. That was extremely helpful.