Overnight there may be hours of maintenance where billing system changes wont process. Have you tried doing this during normal hours? Also CHAT, if available, would be able to complete this without a phone call. If you are on the MY ACCOUNT tab you should see CHAT by your username at the top of the page. I apologize for the lack of functionality you experienced.
I don't work hours that I can sit on the phone with a rep or waiting for 30 minutes, so the online service is great if you guys can make it so WE can actually use the online service. I keep trying to take the TEP off 1 of my #'s and it just reloads the home page!