There is a trick to this situation and the agent and supervisor did not know how to do it. There is a screen that comes up that says something like we can help and creates a code that the phone agent has to enter Keep calling and hopefully you fill find an agent who knows how to do that. It used to happen often, and you might have to be persistent in insisting that they resolve this for you. Opening an investigation is not going to help with this. Don't accept if they tell you that you will have to print and mail. That is not true. It may require pushing the email request to your online account. It is tricky but there are agents who know exactly how to fix this.
