I had an issue last year as well. I went to their faq's and the instructions were telling me to click things that weren't even on the screen. I called customer service and she just read the faq to me. She had to take over my screen to realize that none of it applied. She was got off guard by this and didn't know what to do, so she clicked random links and kept repeating "I'm sorry ma'am" "I'm not sure" "How odd" waiting for me to end the embarrassment and hang up instead of actually trying figure it out. Went to see a professional in person this year and found out I lost out on over a grand. I'm trying to amend it right now, but once again the instructions from the support page are inaccurate.
