It seems to be a common issue with AOL and I don't think it's a problem on Graal's end.
https://help.aol.com/email-support
Give them the e-mail
[email protected] and just explain it to them, it might be possible they automatically delete the e-mails from them because they thought it was spam.
I know you called them already, but they will have a different support system through e-mail than they do over the phone.