ah, so similar.
I had problems with an online account, and called them up to help me fix it. Once we got past the who-are-you-who-am-i part and started trying to figure out my problem, it transpired that the password I entered was accepted by their system...on creation...but not on use. We found this by way of her resetting my password and me logging in and immediately changing it. Once I logged out, I was unable to log back in. When she asked for it to determine if it would work from her location (on the inside of their firewalls) I had to explain to her that I would likely be arrested if I said my password out loud to her. Yes, it was vulgar and obscene (by any reference) and met all of the criteria for a strong password. But there was no way I was going to say it out loud to another person, especially a female, and especially not on a 'recorded for training purposes' support line. I asked her to reset it again and told her this time I'd pick a password that had the same types of characters, but was socially acceptable. After repeating the process, she determined that the problem wasn't with my password, but with my login. Between field-length and character conversion, the login screen id field was different than the password change screen id field.
My only triumph was to have a note added to my account that says "The customer's legal name on this account is not the customer's legal name. The customer's legal name is xxxxxxxxxxxxxxxxxxx" because their programmers and QA drones probably have names like John Stupid or Ruth Moron, and not Stephen M. Firstpart Secondpartoflong-lastname.
I will say that the lady in the call center was professional, courteous, helpful, and only slightly amused at my problem.