They definitely have a ticketing system, and they do have support that knows what they're doing. Maybe it's just business support or something? We haven't run into issues like this when we call.
I'm using the normal customer service number 1 (888) 221-1161 that you get just by Googling for it. If you know some other way to get actual support, please do share. I want my money back!
Until then, I'll believe it when I see it (extraordinary claims require extraordinary evidence).
