Having been locked out of my online account several times with the same representatives resetting my password almost 20 times (no joke) I have been told I have been "escalated to Level 2!" Apparently the reps who said they were escalating it never did and the "Supervisor" later said he would.
What a joke - they never call back - don't fix the problem - promise and lie right to you.
I'm trying to access my account for crying out loud! Don't they even want me to pay my bill?