Thank you, I called them this morning.
Due to the wait time I did a call me back option. Someone called me back after 30 minutes. I explained my situation, then she advised I need to talk to someone that handles individual accounts, then she transferred me.
The transfer also has a high volume wait time so I did a call me back option there as well. Someone called me back after 1 hour and didn't sound like that person was there for individual accounts, I asked if that was the individual account department and she sounded confused, so I think the transfer was somehow redirected back to the same call center again. After I explained my situation she suggested that I fill in a form 911 then fax it in.
So I am curious should I do the 911 form, or should I call again and may be if I get lucky I will get transferred to an individual account department?
