I had that same experience, some time there is a lot of back and forth with junior support people that doesn't seem to have a clue what's going and only follow

I had that same experience, some time there is a lot of back and forth with junior support people that doesn't seem to have a clue what's going and only follow a script, it gets better when it gets escalated but that's painfully slow to get there if you are not a marquee customer.