Cannot make an account on customer center, I have a Helix account???

I'm baffled, I have been trying to make a Customer Center account, getting message that my account isn't reconizable??  I have a Helix account and was told that the same user name and password would work on videotron customer center, it does not.  Anyone else having these issues?  I have sent out 3 emails no responses, been on the phone many times for hours NO one picks up.  

thanks,