Try reaching out to them via Twitter DM. I have had good luck with that.
If a post has solved your problem, please mark it as an acceptable solution, it helps others that may have experienced a similar issue get a quick resolution.
After asking a few questions of the robot chat yesterday afternoon - and getting some good and some bad answers - I said something like "Can I speak to a human? I don't think you're understanding my questions?" A live chat person appeared almost immediately.
