Error in my subsciption payment locked me out of most of my characters

I need some advice. I've been emailing DnD beyond support back and forth for about 3 weeks now and haven't gotten anywhere. A few weeks ago my subscription auto renewed but I only have access to 6 of my characters instead of the unlimited number which i paid for and can no longer share books with my players. The little "subscribe" button in the upper  right of the window is always on whenever i try to access one of my characters. When I click said button, it brings me to the purchasing screen and it bounces me to my subscription page where it clearly says "master tier subscription active until 8/27/27." The only thing support has done is to tell me i need to unsubscribe and repurchase my subscription. But I have a receipt. They already took my money once. What should I do? They told me last week they applied a manual fix but that didn't work either.