Log in problems

I haven't been able to log in in 2 years. This is my semi annual attempt to get support. When I try to reset my password, I'm told there are new security procedures and I should call in. When I call in, the person has no idea what I'm talking about. They talk me through the password reset just so I can read them the error message. Then they open a ticket, and I never hear about it again. Again, would love to actual log in into my account.