HostGator.com LLC Customer Service Failure Internet

I am the webmaster for a non-profit organization. We have owned our domain name for several years. I took over the maintenance of the site a year ago. At that time, the previous webmaster contacted hostgator.com to change the point of contact to be me. I was then able to log into the account with my email address as username.

Two weeks ago, my website was not found. I contacted hostgator and they told me that my domain name had expired. I asked why I wasn't notified. They didn't know! I said I wanted to renew it and they said I had to do it online. I tried to login and was unable to. The site came back saying that there was no account associated with my email address. I called again. I gave them my phone number and all of my email addresses. They said that none of those were associated wtih the account. They called the phone number on the account and were told by the person who answered that they had a wrong number. They emailed the address on the account (twice) and got no reply.

Today I called again, explained the problem and what had been tried to date, and said that they needed to fix this. The person on the other end of the phone told me to log in. I said I couldn't. He said he would call the number on file. I asked if he didn't have notes in the file showing that all of these things had been tried before. He said yes, was silent for a minute or two (I assume he was reading the file notes) and then said he would email the address on file. Again, I told him that this had already been done and that if he couldn't fix this, I wanted to speak to his supervisor. He said there was nothing they could do. I reiterated that I wanted to speak to his supervisor. He put me on hold. When he came back he told me that his supervisor said there is nothing they can do, and I would just have to wait a few months until the domain name was released. He would not let me speak to the supervisor.

I informed him that this was an unacceptable way to run a business! I understand that they need to protect their customers from having their domain names hijacked, and I appreciate that security measure.

There has to be a way to fix this!!