Customer Service Fail

I recently needed to set up some additional email accounts with my ISP.  I can do this online, so I went to take care of it.  After having some issues, I decided to chat with support.  I’m a big fan of web chat because I can multi-task while I work on the issue.  Here is the text of my chat with some specific company and personal information removed:

Thank you for choosing ******* Chat Live! A Customer Care representative from My Account will be with you shortly.
You have been connected to TTD Pia .

TTD Pia : Thank you for contacting *******. My name is Pia. How may I help you today?

Owen Robinson: Hi Pia. My Account appears to be behaving improperly. When I login, I can only login with my old zip code and it takes me to an account called “Owen Cleanup.”... I’m trying to get into “My Account” to manage my email addresses, but it keeps going to the “Owen Cleanup” account and I don’t have access.

TTD Pia : I apologize for the inconvenience you are experiencing with your account access. Are you using Internet Explorer?

Owen Robinson: yes. IE8

TTD Pia : I see.

TTD Pia : Before I could assist you further, may I please have the account holder’s name, phone number, and service address?

Owen Robinson: Owen Robinson. ********************************

TTD Pia : Thank you for verifying the account. May I know who I am chatting with?

Owen Robinson: Owen Robinson

TTD Pia : Thank you. Please try to delete your cookies, then access the site again.

TTD Pia : To delete the cookies and clear the contents of your browser’s temporary Internet files folder, please do the following:

1. On the Tools menu in Internet Explorer, click Internet Options, and then click the General tab.
2. Click Delete Cookies, and then click OK.
3. Click Delete Files, and then click OK.
4. Click Clear History, and then click Yes.
5. Click OK.

Owen Robinson: OK, hold on

TTD Pia : Alright.

Owen Robinson: done

Owen Robinson: working on accessing the site again

TTD Pia : Alright.

TTD Pia : Is it working now?

Owen Robinson: I went to the main page and clicked Log In. I logged in with my email address and password. It worked and welcomed me as “Owen.” I then clicked on “My Account and Help” and then “Manage Email Accounts.” At this point it prompted me to login again with a login page that asks for a username, password, and zip code. It does not accept my email address as the username, but does accept my username “*********” and my old zip code.

TTD Pia : Your login information is incorrect.

Owen Robinson: It accepts that login, but then takes me to the “Owen Cleanup” account and won’t do anything from there.

TTD Pia : I can certainly assist you with your login information.

TTD Pia : For security and identity verification purposes, may I please have the account holder’s name, phone number, and service address?

AAARRRGGGGHHHHH!  At this point, I disconnected the chat.  If your company is going to offer a customer service web chat option, please have people on the other end that know what they are doing.