Ever call with a question? Just call back and you will get a different answer. While I can't explain for certain my belief is they want to hide things from their clients. They have added services to my account which I never asked for or cared about and lied about it for months. Try and get the same person on the phone, it's impossible. You can't email them, I imagine they don't want a record of their answer. Worst customer service of any major corporation!