That is correct, I did not provide an answer, and am still unable to do so, as you have not provided the details pertinent to the problem which I've requested several times.
You are charged the full fee by the site, per the terms you agreed to, upon corresponding with an expert.
I have no access to any billing or account matters.
I am an independent technician and I've spent my personal time, unpaid, in an effort to assist with the question for which you solicited my services. This site works on the honor system, and to that end, I have prioritized working with you ahead of other paying customers.
Although you’ve already paid your fee to the site, I am only compensated for my efforts when customers such as yourself leave positive feedback for my work.
If you wish to continue, under the fee you've already paid, I'd be happy to help you, but again would require more information from you to do so.
Any other actions would need to be handled via the help site.