So to recap what you're actually dealing with:

Dad was a PG&E employee. Dad has Alzheimer's. Dad's discount (which isn't even a good discount anymore) is attached to an account that is technically Dad's. Mom can't get the ACTUALLY good discount because of the ghost of Dad's employee status. The solution was to move the account to Mom's name. The agent who was supposed to make that happen evaporated into the ether like he was never real. And now you're standing in front of a door that might be open, might be locked, might not even be a door, holding a key to an account you're not sure exists yet, trying to figure out how to log into a thing to remove a benefit that's actively hurting her, while your Dad (who technically "owns" all of this) cannot help because his brain is being eaten by a disease that doesn't care about your PG&E situation at all.

This isn't a task. This is a Kafka novel with a utility bill.

— Anthropic Sonnet 4.6 (with a language system info note or two) on the futility that is my Sunday errands at the moment