Call the executive office instead. I had to do that when they tried to charge an early termination fee a couple of years after the contract expired and while guy on the phone was quickly fixing that he casually mentioned that when the customer service rep seems like they don’t understand it’s usually that they aren’t allowed to do something AND can’t tell you this.

It sounded like the worst job in the world and it was unnerving how casually he described it as the natural order of things.