Do not extort your users
Zoe Cypress (employee number MC203F) who reports to Miguel, withheld information and was forcing payment in order to help me to get back into my account rather than going through all of my options to get back into my account. She then had me on hold for 25 minutes saying she would transfer me to her supervisor, in hopes that I would hang up and have the problem go away, and provided zero help with the situation at hand. I suggest you inform your employees the customer comes first and do whatever it is they can to help users rather than force payment for basic help when you are not physically allowed into your account.
The whole reason I was locked out was because I put my phone number and the same yahoo email in for the 2 step verification and instead of telling me how I can update that she just said I had to pay to get the information. I had my email saved on my phones mail app and followed a few links and eventually figured it out myself. Terrible experience and a waste of 45 minutes that I will never get back. Zoe and her team are worthless.