Originally Posted by channa

You bet. Blocking is blocking.

If there's really a technology or connectivity issue, then there's presumably a workaround. And if there's a workaround, presumably agents have been notified and should be aware of said workaround. CO is responsible for training their staff.

Even if you say ok, well, an agent could've missed the memo, the OP said he's talked to multiple reps and nobody was able to take are of it. Either the OP is not telling the truth, or CO hasn't communicated this effectively to their agents.

How much more benefit of the doubt do they deserve?