Thanks to everyone who has contributed to the discussion so far, there’s some really great advice for OP here!
Have you reached out to Membership Services @thedub? If not, you could drop them an email to support@trustedhousesitters.com or head here to use our Live Chat service. A good tip for Live Chat is to ask to “talk to a human”. 
It’d be great to hear any updates you have on the situation, and if you need a hand getting through to Membership Services, just let me know.
Jenny