You didn't happen to get the name of the person you talked with on the phone, did you? Perhaps Paul or someone can do something about these problems if we start getting "names." The phone help needs to have a STRONG TRAINING PROGRAM about these situations. It is so unfortunate for people who are not in the "know", and who get "suckered" by situations such as this. It's not only maddening to us UFT-ers who have supported the program for so long, but it's a testimony from the company, itself, as to it's soon-to-be demise! No company can continue (and get support from users) with attitudes such as this.