So in theory, there was no record of my conversation with the customer service agent, meaning they might have been slightly more willing to go off protocol and help me out. Note: I don't know whether this actually made a difference, but when asked whether I would permit recording of the call for quality assurance, I chose not to. She was able to remove the ads, but repeated several times that it was just this one time only, as a courtesy. In my case, she excused herself, saying she wanted to check something.
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