And they asked to send a webmail. They'll then send me a consent sign to mail back and they'll help me get this figured out. The guy that answered the phone (on the second ring!) said that it sounds like an issue they can easily help resolve. Finally, someone with a brain of their own. Not a policy and a number and an automated system.
(not that I blame the people I spoke with-- except maybe the rude one-- because I realize they are just doing what they're told and sometimes someone else with the authority to do so needs to come in and say "do this" and then they can...)