Update - was finally able to connect with a specialist today (Joy, who was an absolute Joy to deal with). Resolved our issues and offered much better pricing. It's unfortunate that all the reps can't be that helpful.
Similar scenario here. 40+ year customers. every time we go to renew, the plan/price agreed to on the phone is not what we end up with. I have spent countless hours over the last few years trying to straighten things out (after first spending hours...
