I need to get my W2 electronically (still haven't received paper version) so I can file my taxes and it requires my login. I left the firm about a year ago and forgot my password. I called two days ago in the morning and tried to reset the password but apparently, they need to escalate it to tier 2 help desk and they opened a ticket on my behalf. I was told that I would receive a phone call from someone but didn't receive anything. I called late in the afternoon to get the status and still the same story - just keep waiting and someone will call you. I called yesterday morning and they said I will hear from someone. I waited until late afternoon and didn't hear anything. I called and asked them to escalate it or DO SOMETHING. I called this morning to let them know I still haven't heard anything and they said I WILL hear from someone today. It is now 6 PM and guess what? still nothing. I just need a password reset, why is it so hard?