Regarding CO customer care, in the two cases that I've had to resort to them, they were very responsive and fixed my problems. I think that for most negative experiences you see written about here, the person is asking for a rule to be waived for some other exception to be made, as was the case in the OP's situation. CO doesn't see Customer Service (800-WE-CARE2) to be a place that just waives rules whenever the customer is upset or didn't know or understand the rules.