Originally Posted by Eujeanie

Lurker, I assume I'll have to call to find out which of our certificates are eligible to be extended, since I have no clue. Since I also have to call every time I need to cancel a certificate reservation (since when I do it myself they never, ever go back into my account) I've run into a recurring problem and need your advice:

What are the words to use to get to the right person when you first get all the prompts? I usually say "Chase certificates" which is met with a virtual "huh" then finally after repeating "agent" over and over I get to someone who can't do it but transfers me to someone who can.

What are the words to get to "that person" right away?