Microsoft's security bs is extremely frustrating, isn't it? I remember they made me verify so many stupid things just for downloading a free game. They're too overprotective, and they know it as well because the notification literally says "Call us over protective". If you just do it on the Xbox its fine, but I like downloading games from my computer and they make it a real pain in the ass. I had your problem in 2007 but it was simple to fix, if I had to do it now? Well lets just say Im happy i don't have your problem today lol.
As far as customer service goes, I really do like Microsofts. Every time I called they treat me well and even talk to me about games when the transaction or whatever is being processed. Only customer service centres I really have an issue with is Apple, Sony, Bell and Rogers. I have products from 3/4 as well (minus Rogers).