SeaWorld Orlando is great! Customer Service on the...

SeaWorld Orlando is great! Customer Service on the other hand is very poor. Bought the platinum pass online. However, when logging on, I was unable to get discounted items with the pass. They said it was a glitch in the system and they would have to send it to IT. This process would take at least a week. I was trying to go this weekend. Asking if I could purchase tickets through them, they said they are not able and that I would have to wait in line at the park to get the discounted passes. I explained my situation and they said it does not matter they cannot do anything. Then they just said goodbye. Not sure if they submitted IT request or not. What is the point of buying these passes if you cannot use them and takes weeks to get resolved? Customer service is useless. They have no power to help the guest. I am annual pass member at other parks and I have never had this situation.
SeaWorld is always wonderful though. Give the park 5 stars! Customer service 2 stars because the first gentlemen was nice. Supervisor not so much