Problem with character count by Deepl on Trados

I'm having troubles with character count by Deepl when using it, so I need to have SDL directly verify the count of characters translated by Trados. I can send Deepl's log for comparison with the Trados data. Deepl's engineers report that they can only carry out further checks if the CAT tool provider finds a specific error on their part. Where can I ask for (or find) this verification? Deepl doesn't accept the screenshot of the Report view that I already sent to them. Thanks in advance

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