When you contacted them, did you use the phone number for the overseas call center or did you use the Live Chat?

The call center staff basically read from a screen in front of them and more often than not will either respond

a) There is no issue/nobody else has complained

b)They will report it to tech

Both replies are almost always bs

I would try the have us call you option, and since it has been going on so long, I would ask for a supervisor

They may suggest the usual clear you cookies/cache and what not, so maybe do that if you have'nt already