I bought one of the Singer 9920 from Hancock also. They wouldn't let me try it in the store before I bought it but I thought the sewing space was great. I had it three weeks (one of which it spent in the repair shop) and returned it for my money back. I had the same problems you have with the bobbin and additional problems with the way the stitches were formed. The repair guy couldn't do anything with it.
I have a Pfaff, Bernina 440EQ, Brother cs6000i from Wally world (over 6 years old and no service), vintage Singers (over 50 yrs) , etc. They all work way better than the Singer 9900 series of machines. I take the Wally world machine on vacation all the time and it never fails me.
Trade the Singer 9920 in for something better. All the ladies on here are giving you great advise on the other machines. Create a list of what you want your machine to do and shop around. Only you will know what you want.
Hope this helps.