When I asked them to forward the problem to their IT Dept to fix, they said they have no IT Dept. Later on they admitted it's a known problem, but no need to escalate anywhere. That customer service rep knows, higher up knows, but the fact it's not fixed, shows it's not priority.

Not saying it's malice. It's a known problem, and this problem keep on happening, it shows the management don't care enough. The customer service agents also need to be better trained, rather then keep on wanting to want password reset. It's an IT problem, it's customer service problem, but mostly it's a management problem for not making this a priority to fix.