NFS Heat ... Unable to load save and support communication

Why, if they didn't solve my problem via ticket (for which you can't open a discussion when support closes the chat window and then closes the ticket), can't you open a new one? I asked the AI ​​bot on the American website what the delay is between tickets, supposedly 72 hours, while I solved the same problem after two days? But now no corrective measure works! I can't load my save in NFS Heat and I can't call support??? That's quite a lot, but in America it's apparently the standard.