Those agents are clueless and their managers may be too. Here is what you have to do:
Call customer service after 11:00 AM eastern time. The billing department is in Mountain time and only open M-F 9:00 AM to 4:00 PM Mountain Time. Ask to speak with the department that handles billing errors. If they say that they can't transfer, then ask for a manager to call back. But don't take No for an answer, even if a manager tells you no. The billing department has a hold on your account and only they can remove it.
