From the resolution: > So, we came up with a compromise. They would reset my password, log in to my account, fiddle around with it, and then call me with the n

From the resolution: > So, we came up with a compromise. They would reset my password, log in to my account, fiddle around with it, and then call me with the new password. And so they did. I'm not sure that the staff did in fact have access to the password. It sounds as if they needed to log in as the customer to make necessary changes, so the password request was in the context of a login attempt. Of course, this just raises further questions about how they manage their systems, if they cannot administratively perform any action required without acting as the customer.