Hi George,
This is a community forum and there is no access for the details of your case. It's best for you to reach to contact Microsoft Support.
If your surface device is personal, reach support at https://support.microsoft.com/en-us/home/contact?SourceApp=smcivr2
If you it's managed by school, work or business https://support.microsoft.com/en-us/support-for-business
Hope this helps.
Rez