Alana & Gregory, thank you! Alana spent 2 hrs on the phone w/me. When we got disconnected, I called back and got Gregory. Gregory was so polite, in spite of my frustration. While on the phone with Gregory, Alana called back! What an example of exemplar customer service! Alana's supervisor is Mauris. I did not get the name of Gregory's supervisor, but, I did share this with the supervisor on duty.