Sadly, the only REAL excuse is that the customer service with this company SUCKS!!
The bots will try to tell you it's because they are super busy, or you requested a chat or callback, outside of business hours.
Not that it's much help, but here are the hours.
Plus, Essentials, Simple Start M-F 6 AM to 6 PM PT and Saturday 6 AM to 3 PM PT
Advanced, any time, any day
You could always post your question here, in the community, as long as no one will need access to your account. None of us can see that info, and it's for the best.
Good luck.