12:32:39 PM : Bill: Initial Question/Comment: Your online form won't let me change my contact info. It keeps saying "Oops, something's broken" or whatever, never telling me what I've done wrong. I filled out all the required fields.
12:34:14 PM : Vicki: Hi Bill. I am sorry for the inconvenience you have faced during creating a online account.
12:34:43 PM : Bill: I'm not creating an online account. I'm trying to update that info. I'm getting this error: Oops....
12:35:32 PM : Vicki: May I have your account PIN please?
12:36:08 PM : Bill: ******
12:36:30 PM : Vicki: I understand you want to set up a new username and password for your online account access. I will assist you with this.
12:36:55 PM : Bill: No, that's not what I want. I'm trying to UPDATE the existing info.
12:37:10 PM : Vicki: Ok. Please let me know what changes you want to make.
12:37:31 PM : Bill: I want to change first name from "William" to "Bill"
12:37:55 PM : Vicki: Please provide the account PIN.
12:38:07 PM : Bill: I already have.
12:38:35 PM : Vicki: Thank you. The name on the account is William Holmes.
12:39:59 PM : Bill: Yes, I know. And I want to change that to Bill.
12:40:15 PM : Vicki: Let me explain this. The first name on the account is associated with the account owner. This means that William Holmes is liable for the account.
12:42:12 PM : Bill: I am the account owner. "Bill" is a nickname for "William" in this country.
12:42:45 PM : Vicki: The last name can be changed. However, changing the first name means transferring the ownership of account to other person. Do you want to change the ownership of the account?