I am already the Primary Admin in the "My Company" section of Quickbook Enterprise. 

I am NOT the Primary Admin in the "Users>Set Up Users and Roles". I need to be the Primary Admin here. The current Primary Admin is NOT able to change my role to primary admin. 

This current Primary Admin is no longer with the company, but is trying to help us resolve the issue. But they aren't available all the time. We were on a call together with an Intuit Support rep for almost two hours and they were not able to help us fix this issue.