As much as I love most things SE, I have to agree, dealing with their customer service is absolutly a nightmare.
The other day, my wife and I got new credit cards and our current ones would be deactivated in a few days. I went to change my account information. On my first character, it worked fine, but on my others it kept failing saying "invalid information". I tried tons of times.
I eventually decided I'd have to suck it up and call PlayOnline and prepare to wait on hold. It is no secret they will have you wait quite a long time, sometimes many hours. It did take a while, but I eventually get through and tell them my problem. Their soultion? Try again. I mentioned I've tried a bunch, but I'll continue trying. I mention my card will be dead soon, what should I do if it continues not working. He says, I just have to keep trying.
Frustrated, I ask if there is someone in billing or something I could talk to. He replies "No" in a tone of voice that sounded like my frustration was giving him a bit of pleasure. I said, "ok, I'll keep trying, but what will happen if the billing account comes (it was due in a few days) and I still can't change my information? Will my account be safe from deactivation?". He replied, "no, it will be cancelled." I ask him again, "ok, what can I do to prevent that from happening?" and he replied "you just have to keep trying".
Of course there was an explanation. Apparantly, you can only use your credit card to change character information (even on different accounts) once per day. I got this information from a friend in-game, but it sure would have been nice if the SE rep could have told me this information, or at least forwarded me to someone who could have.