Well, from some personal expierence in a call center environment, they only know what they are told and there are lots of things that they aren't told. I found out lots of things in my job that they told us we couldn't do or that they didn't tell us about. I'm sorry that I can't answer your question about the texting but maybe you could try calling again (you'll get someone else hopefully) and you could try asking for their supervisor who may know a little more. I wish you luck.