I agree with BamaVol, if you can't get anywhere with a customer service rep; hang up, wait a few minutes and dial again; you may get a rep that knows what he/she is doing. I had trouble with my Medallion App on the phone, two different customer service reps said, "the app on the phone will only work after final payment"! What? I then did a chat session, and that rep told me that's not correct, he put in a service ticket and in 24 hours, the app was working. So if you get an incompetent rep, hang up and dial again.