When I have to call customer service for anything, I repeatedly dial zero so that I get a live person...when I get that person, I ask for their ID number and for them to spell their name. When they can't help me, I ask for their supervisor and don't take no for an answer. I had someone at Microsoft try to tell me that there was no supervisor around. I reminded the operator that "this call may be recorded" on their end, and then I got some ground. Never give up. Try the pressing Zero method. Good luck