Secondary Email Not Setup

A week ago, I attempted to add a new secondary email address to my account.  The user information took, but the email address still remains inactive, bouncing a 501 error if I try to send something to the address.

I have been in touch with Cox at least seven times through chat and phone to get the issue resolved.  I understand that issues occur, but each time I have been given a different answer from Cox.  I just spent over 45 minutes on hold with Tier 2 support, only to get disconnected.

Should this really be that big of an issue?  It's only an email address...!!?????