I need to speak to a live person, I cannot add an account to my online portal

Everytime I call the 1 800 934 6489 number and put in my account number, the AI agent tells me to login online and disconnects me.  I cannot login on line because this account is not registered and I cannot link it.  The address on the bill matches the address I type in but the system says it can't find it.  This account is continuously up for disconnection because no one can help me get access.