Do you really think the outsourced customer support agent paid a few bucks a day is going to 1) understand your problem, 2) care about it enough to investigate it and 3) will be given the tools and access required to investigate it, 4) has a suitable escalation path to escalate what is clearly a billing system bug to the engineering department and that 5) there is actually an engineering department with competent developers working on the billing system and it's not some shitty outsourced big ball of mud acquired a decade ago that everyone is scared to touch ever since.
They actually have physical branches here but last few times I spoke with them they fobbed me off for a bit then claimed they have had "account downtime" and that they could not service me because they couldn't handle anyone in Czech Republic. After which they dismissed me and serviced the next person. Cool company.