I recently was having issues with my account because the music would keep pausing. I tried all the troubleshooting steps that I could find online and on the forum pages. With no success, I reached out to a customer service agent who told me to do all of those same things. She told me to log into a test account as well and the only solution she came up with was you will need to create a new account. I followed up with questions asking if this was the only way considering I had my account for 4 years and it seemed ridiculous the only solution she came up with was to create a new account. She seemed super reluctant to help and only responded with short and blunt answers, like no, I don't know, unfortunately no and so forth. I obviously reached out to seek help and all she responded was, "I've already had you try everything." and ended the conversation while I was trying to type back. I always try to be respectful of agents and not get frustrated at them because I know it's not their fault, but as someone who is supposed to help customers she was rude and super unhelpful only to try to leave the conversation as soon as possible.
Thankfully, I followed up with another agent who was actually sweet and helped me figure out my account was hacked and helped me to update the proper security. That's all I had to do was update my security and change my password. The other agent was trying to have me create a whole new account.