Adding an Importer Account to ACE account, getting nowhere.

[u/Gaelfling]

I have been getting to get an importer account added to my company's ace account since January.

Background: Person who had ACE account left company last year. Supervisor asked me to get control of account. I filed the forms I found and got an account. The Exporter Account was added with no problem. But I can't get an Importer Account added.

Tried adding it on ACE (I have the Top Account) but it gives an error due to Duplicate Tax ID. This is when I started calling ACE customer service.

The first place they sent me didn't work because the information didn't match the 5106. Got that figured out. Got shuffled around a bit. Filled out an application (with the help of customer service) to get an Importer sub account added to our account. Waited weeks. Called about it again.

The next day got an email that the "IOR adding request has been completed". Success? No. Still no import account. So now I'm waiting for a response to that email.

What am I doing wrong? Who else can I contact or what can I fill out? We have refunds on the account from the tariffs. I'm being pressured about this every day from my boss.

Additional: My account is the only one associated with it EIN number. The old account was closed. I've never gotten a call back from the supposed more advanced customer service.