Get onto customer service again, you will get a different agent, and go through it all again.

Some of them are so totally pedantic and just keep repeating everything over and over, Request that they look for the transcript of your previous contact with them, that will remind them of what had been said to you previously. Do not let them talk 'over the top' of you, they have a very bad habit of doing that - not sure how many times I have said to them - very loudly - "please stop talking (shut-up!) and let me say what I have to say and don't interupt anymore" 

The transcript of your previous conversation is there, with them, and they really have to check that first before giving you advice or information. 

Don't let them bully you, because some of them try to, and I don't mean to be sexist, but the male agents seem to handle things better than the 'ladies' - Good luck - Sandra 🙂