I have had the same issue with the same results.  Why do we have to sit on hold for hours and let YOUR QB team tie up our computers and our time that is very valuable?  Are you not able to work with your wonderful team and get this resolved.  I see this has been going on since May 2020.  Please just get this problem 
FIXED ASAP so we can work.  This is not a plus for the company you work for.  
Get them on it ASAP!!!!!!