I've had similar experiences with their customer support, both through chat and email. Multiple reps were writing back and forth with me and I told them twice

I've had similar experiences with their customer support, both through chat and email. Multiple reps were writing back and forth with me and I told them twice to please close the ticket as no one understood what I really was asking about. Then the ticket somehow got escalated internally and the next response was indeed what I I was after.