This has been my experience with both Good Sam ERS and Coach Net ERS. The quality of service provided by either is very dependent upon the person you talk to on your initial call-in. If you don't get the results you think you should be getting.... HANG UP.... and call again to get a different person. Chances are, you will get someone (hopefully) more experience and can provide you with the service you need.
As here, the OP's initial call was thwarted by an inexperienced person and then the reply here contradicts what that person said and gives the correct info.
Ron