It might be worth creating a thread in the "In-Game Bugs" forum, but make sure that you read and follow the post that is in there as there's a template you need to use and if you don't use the template, it'll almost certainly get ignored.

Yeh that's more for in-game bugs, but this is a real problem and if you've had the characters for years and it's not showing up, it's unlikely it'll suddenly start working without some intervention of whoever is administering the automated system.