BETA chat endless loop, need real help

I have an active case and can't get hold of anyone and the chat just repeats the same questions on an endless loop and can't get through to anyone to connect. 

Not sure what to do now since the last directive was to contact you all through there and that route isn't working currently. Meanwhile, my ticket stats says Waiting on Player and I have no communication as to know what it is you all are waiting on.