I am having a similar problem. My account was used in the last three years, but I did get an email about a year ago that said they needed my Date of Birth for data security. I thought that email was spam since my account had my date of birth in it, so I did not repond. I called them recently and it is as if my account never existed. No one can tell me what is going on. I DM'd via twitter and I am waiting to hear back.
