I had a similar problem with HAL gift cards. One big problem was with the AARP rep who was basically incompetent. Unfortunately each time I called I always got her!! Anyway on the third call I think she knew she was clueless and disconnected me. I called back and fortunately got a new rep. She was great. Expidited the problem to tech support, no 3-5 day wait. They emailed me right away and fixed the problem. Moral of story: don’t be afraid to move on from a bad rep!!