If this account and support migration gets any worse, I'm going to start thinking that the former VMware IT leaders are in charge of it.
It's as if one person were walking along the edge of the Grand Canyon carrying a huge stack of file boxes holding the account and license records of every VMware customer in a physical paper format, when all of a sudden a huge wind comes up and blows the entire stack of boxes into the canyon, scattering all the papers to the four corners of the Earth. That's about how organized the data is right now.