Cox App "Unsupported User" error message

I do not have more than one account and still get this error message.  I called you support line on 11/27 and they told me they would have it fixed on my account and would call me back (you know where this is going. . . ).  So, yeah. . .no callback and I still get this error three weeks later across multiple devices.  And don't tell me to delete and re-install it.  I did that also across my devices and still get that stupid error.  I attempted to contact your chat support tonight and Juliana E. was nothing but a continuous frustration.  So does the *** app work or not?  I would expect to see more posting if it was a broke app issue.  So whats the problem with my account then?  You know, the one a support person said they would fix and call me back about three weeks ago?