What is wrong with in game customer service chat?

Every time I try to use in game customer service chat the entire game crashes. I did manage after much restarting to get a request for help through, to which I received a bot answer that didn’t even make sense in the context of the issue. Clearly no one even tried to look into my problem or try to help. Not at all an unusual outcome, oh no please don’t ban me again for pointing out the truth about how you treat your customers.