I tried to ask the same question no less than 5 times today, and I experienced similar results trying to ask something else a couple of days ago. I have the initial query logs in which case I was nothing but polite. Despite their transcript showing some sort of response, I never got a single one apart from on the very last time, so I was asking them to email me an answer if it "disconnected" without any answer or follow up email explanation the first couple of times but that was ignored. I also emailed them myself and was also outright ignored. I never have issues chatting with other customer services on the same browser/device, and it's very rare for anything to be less than totally friendly. I have literally never flipped on any CS like this but I lost my patience; imagine being in person and disrespected by multiple people walking away from you after you've waited a couple of hours for an answer to a pretty simple question.