Cannot enroll authenticator app

I'm attempting to enroll an authenticator app to secure my Fidelity netbenefits account.

Currently I log in using username and password, with an SMS code if I'm signing in from a new device.

I go to my Account Profile -> Security -> Authenticator App, and there is a green "Connect" button. When I click it, instead of showing me an enrollment QR code, it prompts me for a 6 digit code from Symantec VIP. I have Symantec VIP on my phone, so I enter the code, and the system rejects it and tells me to call Fidelity to get access to my account.

I've spent a couple hours on the phone with Fidelity over the past three months, and the representatives say that the system says I am not enrolled with an authenticator app ("Authenticator app: unenrolled").

Somehow, the part of the system that controls my login does not require an authenticator app, but the part of the system that controls enrolling an authenticator app thinks there is already one set up and won't let me enroll a new one.

The phone representatives have been totally useless (their scripts don't include this scenario). How do I get this escalated to someone who can help? Can I show up in person somewhere?