I finally got through the virtual agent and then to a real chat agent who gave me a phone number. I called it and I was put on hold for about 10 minutes. A phone agent was trying to help me and we were disconnected. Fortunately, I had asked the chat agetn to stay on the chat until I got actual real help. When I told the chat agent that the phone agent and I were disconnected in the middle of getting the information she needed, the chat agent said to wait a short while and the phone agent would call me back. So, after two hours into this this morning. Here I am.