Hi @Adorna ,
Good days!
Sorry to hear that you encountered such a situation.
According to my research, this is a known issue. The reasons behind it are complicated and beyond the capabilities of the forum. We suggest you directly create a support ticket from Microsoft 365 admin center as an admin. The support team over there has the correct escalation channel, they can involve more resource and investigate the behavior from back end as fast as possible. They also can check the behavior on your end remotely. For reference: Get support - Microsoft 365 admin | Microsoft Docs.
Hope these information helps.
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