Hi godzilla,
Thanks for the update … and I’m glad you were able to reach them and find out what was happening 
Post #89 here has more about the different types of mattress protectors. I would make sure that your protector has pockets that are deep enough for your mattress (they will usually say the thickness of the mattress they are designed for) so that it doesn’t create a “drum effect” on your mattress. If you are right on the outside of the thickness range then I would consider using one that is designed for a thicker mattress.
Phoenix