I think it comes down to the way the call centre is contracted out, they don't have a department for "unusual circumstances". They don't have any mechanism for handling situations that aren't in the training manual. My PPS balance stopped updating and it took six months of phone calls (always with the promise they were looking into it and would call back within 72 hours), eventually I went to their ION centre and got it fixed within a day (even though the walk-in centre said they didn't have any control over membership matters).