Did you get a live agent on chat to ask about this or just the robot answers. If not you didn't wait long enough. Chat takes an hour or more to get a hold of someone if you asked to chat with a live agent.
I saw someone else mention in other threads to try an incognito tab and try that. I have no other suggestions besides getting a hold of CS via chat, you could try Twitter DM which could take takes weeks since I never get a response there, other option is Facebook messenger which was faster than chat for me a month ago. Good luck.
