Please realize this is a public internet community of peer users. That means not putting identifying info on the web, and you already put that company name out here. Be cautious regarding what you decide to put on public internet locations, when that info does not need to be public. This is not Customer Support or Tech Support.
If you want help, though, your specific issue is stated a bit too vaguely for anyone to be able to help. What is the "issue with the representative" more specifically, and can you address it?
"Level Up" is a gaming function, not a real life function.