T-Life

So me and one of my fellow he's were trying to change a customer's plan from an old grand fathered plan. We then ran into an issue where we got an error code, no problem (we thought) we'll just call rsl and get the plan change forced over. We were then met with a "we can't do it, they have to do it through the tlife app". This obviously is scary for a couple reasons: 1) we will not get anything commission wise from them swapping plans through tlife. 2) If our support team can't help us with an error code on our end then what's the point of them? 3) if they are forcing everything to go through the app, trouble shooting, upgrades, AAL, then what is the point of having us here at all?