Hi, and thank you for asking your question.
What's the version of Outlook, e.g. 2010, 2013, etc. you are using?
May I connect remotely to your screen to troubleshoot the issue with you now?
Please reply back to me below. Thank you.
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Our remote session will be 100% secure, and will allow me to connect to your screen and troubleshoot the Outlook issue; you will be able to see exactly what I'm doing during the process as well. If you are still uncomfortable with this, please let me know and I'll close out this question and request a full refund for you now.