I don't know why more than one post is necessary but they make the rules and you either follow them or you don't they hold most of the cards. Call customer escalations (800) 876-5753. Get the name and id# of the agent - I have found most of these folks to be helpful but the systems they are forced to abide by doesn't allow complete freedom to fix it easily. It takes HOUR and DAYS of hold and calling back and forth to get things accomplished. It also takes LOTS of patience.