I also find this interesting as it 'appears' so feel free to correct me, that you had this changed when on chat with TOS... whenever we have contacted via chat we have ALWAYS been told that they cannot do anything and if we have an issue we have to go though the resolution centre. That the people on chat have NO access / authority to anything like that and so cannot do anything.
As others have said, contact via chat or resolution centre is a matter of luck etc, may your luck continue :-)