I contacted customer support after a buyer paid for a service then refused to mark the work as completed. It lowers my rating. All customer support had to say was try to work it out with the buyer. The buyer who, as I stated to them was asking for my personal information. I’ve spent way too much time on this already for the lousy $5 but they won’t even let me cancel the sale. This is not the first time I contacted customer support. I’m pretty sure it is just automated because once they didn’t even answer my question just sent me a link to the FAQs.
It really would not surprise me if your right on that automated ai response, it would certainly explain some items.
They will attempt to close your ticket , I suggest you further enquire and quote your number in the reference/attention field.
This can sometimes help you get past some BOT reply systems such as the one paypal uses.(yes paypal uses AI as a first response support inquiry)