Comment by BWStearns

I had something similar happen with (iirc) spectrum of the power company a couple years ago. Their customer portal let me use a complicated password to sign up, it sent me the confirmation email prompting me to log in, and refused my password for forbidden characters. But then I couldn’t reset my password because I hadn’t verified, and I couldn’t modify the account cause I couldn’t log in. I was just trapped in limbo. Customer service said they couldn’t fix it for me. I had to pay my bill by phone until I moved.