EA block me for chat with advisor

after i chat with advisor and he said i need to open a new case to solve my problem, i got "This issue isn't supported by advisors" for every topic i select

if advisor told me to open new case, why block me to chat again?

and no email or other notifications to let me know what happened

here is the advsior told me:

Please create a new case and contact us back again as I have already inform you about the information on your another EA account on this case. To save you from any further hassle, I will be adding a descriptive note to your case. Please contact us back & provide case: 217761756, to the next advisor which will save you from the hassle of explaining this issue again.

so if support team block me to chat then why say this?