[morpheuskafka]

Sometimes it's actually easier to do this kind of stuff by mail. It's archaic, but most of the inefficiency falls on the other end. Same goes for dealing with banks, IRS, anyone who doesn't have a choice to deal with you (or you with them).

Send them a letter and make them figure out what to do about it. No need to wait on the phone and be transferred around or search through hundreds of menus in a poorly designed app.