By now, it seems that phone agents acknowledge the problem, but has anyone pressed them on whether this has actually been escalated to higher ups and/or I.T.? If it has, are you saying they've provided to response to your reports? If that's the case, can you report it again? Basically...is everyone just shrugging their shoulders and moving on to the next customer call or is something actually being done to resolve the problem? It would seem that at the very least, by now they should be able to say something other than "yeah it hasn't been working for while - don't know why".